As the Facility Compliance Consultant II – Complaint Coordinator in the Nursing Home Licensure & Certification Section, the primary purpose of this position is to coordinate complaint distribution, assign to respective teams and ensure investigations are conducted timely with the Centers for Medicare and Medicaid Services performance standards. This position is part of the section management group and Quality Improvement Committee that is responsible for reviewing draft deficiencies and providing feedback to the author.

Job responsibilities include the following:

• Reviews complaint intakes, determines priority and assigns complaints to surveyors or survey teams as appropriate.
• Ensures complaint surveys are completed in a timely manner.
• Updates the master schedule with new intakes, monthly team schedules, follow-ups and training surveys.
• Serves on the Quality Improvement Committee and reviews draft deficiencies for compliance with Principles of Documentation.
• Coaches, develops and guides survey staff on issues related to conducting surveys, making compliance decisions and processing the associated survey paperwork.
• Supervises two survey consultants, a pharmacy consultant and an administrative assistant.
• This position will also cover for the Black Mountain Manager as needed.

For candidates within a 35-mile radius of the Raleigh or Black Mountain office, this will be an office-based position with a hybrid telework schedule as long as the business needs are met. Candidates may be home-based if they live more than 35 miles from the Raleigh or Black Mountain office, however, there is an expectation the candidate may have a periodic presence in the Raleigh or Black Mountain office.

Why work for NC? There's lots of reasons! Click here to learn about our Culture, Benefits, and Opportunities!

About the Division of Health Service Regulation and the Nursing Home Licensure and Certification Section:
The Division of Health Service Regulation (DHSR) provides for the health, safety and well-being of individuals through effective regulatory and remedial activities including appropriate consultation and training opportunities and by improving access to health care delivery systems through the rational allocation of needed facilities and services.

The Nursing Home Licensure & Certification Section provides regulatory services to nursing home providers so that they can improve the quality of services they deliver through regulatory compliance; resulting ultimately in safe quality care, quality of life, and safety of residents and citizens who utilize nursing home services.

Knowledge, Skills and Abilities / Competencies

To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified candidates must document on the application that they possess all of the following:

• Proven strong clinical background, including assessment, care planning, and delivery of care.
• Thorough knowledge of state and federal rules and regulations, preferably those applicable to skilled nursing facilities.
• Must have passed the Federal Surveyor Minimum Qualifications Test (SMQT).
• Critical thinking skills with the ability to gather and analyze data, draw conclusions, and use the information to make decisions.
• Intermediate computer skills in Microsoft Windows and MS Office products to include data management using folders, import and export functions, as well as the ability to master new technology and complete work electronically.
• Effective communication and customer service skills and the ability to compose technical reports using proper grammar.
• Organizational and problem-solving skills, including the ability to supervise and coordinate the work of others.
• Must possess and maintain a valid driver's license.
• Physical requirement: Must be able to lift personal luggage and work materials/equipment (20-50 pounds). Able to stand, walk, or sit for extended periods.
• If candidate is a registered nurse, must be currently licensed in the State of North Carolina.

Minimum Education and Experience Requirements

Bachelor's degree, preferably in a health or human service-related field from an appropriately accredited institution and four years' experience in surveying, clinical and/or administration of a program in a related health field;
-OR-
an equivalent combination of education and experience;
-OR-
Master's degree in a health or human services related field from an appropriately accredited institution and two years' experience in surveying, clinical and/or administration of a program in a related health field.