Complaint Manager

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This position is located with the Bureau of Nursing Home and Medical Services.

Under the supervision of the Division Director, manages and supervises the survey/inspection/investigation of state licensed and federally certified facilities and oversees the management of complaints. 

Specific duties include:

Serves as a supervisor to staff and participates in the development of ongoing training plans, staff development activities, and identifies staff training needs in coordination with the Training and Compliance Division. Responsible for management of complaint intake and triage; and monitors the investigations by programs to ensure that desired goals are met. Develop, monitor, and improve processes and procedures to maximize effectiveness and efficiency within the Section. Maintains working knowledge of regulations, requirements, and applicable policies and procedures. Offers input for regulatory development and changes when requested. Attends Centers for Medicare & Medicaid Services/DPH (CMS/DPH), departmental, division, staff, and in-service meetings and trainings as required.

Responsible for program management of the certification program for participating Title 18 (Medicare) & Title 19 (Medicaid) healthcare facilities including direct supervision of survey staff and survey scheduling to ensure that all required deliverables are met for all Complaint surveys. Ensures that the CMS survey protocol is being followed and that all CMS state Agency Performance Requirements are met. Performs Quality Assurance of survey reports and documents. Reviews and approves facility Plans of Correction and makes recommendations from survey activity. Participates in Independent and Informal Dispute Resolutions for facility and staff recruitment and retention activities of staff. Participates in collaborative efforts within the Deputy area, CMS, partners, local and national professional associations, and advocacy groups. Provides information to and requests information from internal/external customers regarding survey information/findings as appropriate. Performs other duties as necessary, including but not limited to: conducting surveys, participates in preparing and presenting for hearings and trials; participates in disaster preparedness and response, and is designated an essential employee, subject to duty and/or call on a 24-hour basis during an emergency. 

Minimum and Additional Requirements

A bachelor's degree and relevant program experience.

Must have good assessment skills; extensive organizational skills; able to incorporate Quality Assurance/Performance Improvement (QA/PI) into management and program activities; good oral and written communication skills; effective interpersonal and customer service skills. Must have a working knowledge of and be proficiently experienced in using applicable computer software programs and a basic understanding of database systems. Must have the ability to interpret and apply federal and state laws, rules and regulations to various situations, and strong management and supervisory skills. Must have or be able to attain Surveyor Minimum Qualification Test/Quality Indicator Survey/Centers for Medicare & Medicaid Services (SMQT/QIS/CMS) basic qualifications.

Applicants indicating college credit or degree(s) on the application may upload an unofficial copy of the transcript as an attachment to the application. Please note that the agency will require an official, certified copy of the transcript or diploma prior to hiring. Institutions of Higher Learning must be recognized by the Council for Higher Education Accreditation.   

Preferred Qualifications

A bachelor’s degree, with four (4) years of relevant experience and two (2) years of supervisory experience. Registered Nurse with four (4) years relevant program experience and three (3) years of supervisory experience.   

Additional Comments

DRIVING RECORD: If this position requires the applicant to possess a valid driver’s license to operate a state vehicle or personal vehicle, any applicant being considered in the final stages of selection for the position will be required to provide a certified copy of a 10-year driving record.
 
EEO: SCDPH is an equal employment opportunity/affirmative action employing agency. We are committed to a diverse workforce. SCDPH does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.

The South Carolina Department of Public Health offers an exceptional benefits package for FTE positions that includes:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• 15 Days Annual (Vacation) Leave per year
• 15 Days Sick Leave per year 
• 13 Paid Holidays
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs  
• REMOTE WORK: The option to work partially remote is available after six (6) months of employment if it applies to the position.