Facility Compliance Consultant I - SW

Agency
Dept of Health and Human Services
Division
Health Service Regulation

Job Classification Title

Facility Compliance Consultant I (NS)

Position Number

60054000

Grade

NC15

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The Facility Compliance Consultant is responsible for receiving, triaging, and entering complaints and incidents into a computerized Complaints Tracking System while communicating with the public and health care providers in a telephone call center environment.

This role evaluates potential compliance issues and the seriousness of reported concerns to help ensure the safety and well‑being of individuals receiving health care services. It applies numerous state and federal laws, regulations, standards, and procedures when making intake determinations, working independently, collaboratively with peers, or in consultation with a supervisor.

The position requires clear verbal and written communication, along with sound judgment in documenting and evaluating complaint information. This role is based in the Raleigh office with the option for partial telework following training and performance evaluation.

Key Duties Include:

• Receive, triage, and document complaints and incidents in the computerized Complaints Tracking System.
• Communicate with the public and health care providers in a telephone call center environment to gather and clarify complaint information.
• Evaluate reported issues to determine compliance concerns and assess the seriousness of potential risks to recipients of health care services.
• Apply state and federal laws, regulations, standards, and procedures when making intake determinations.
• Collaborate with a supervisor, peers, or work independently to resolve concerns and make informed intake decisions.
• Document complaint details clearly and concisely to support accurate case handling and follow‑up.
• Use clinical assessment principles to support evaluation of concerns related to care planning and delivery of health care services.
• Identify matters requiring escalation and ensure appropriate routing based on regulatory requirements and internal procedures.
• Maintain effective communication with internal team members to support consistent complaint intake and follow‑up processes.
• Manage work efficiently in a call center environment while maintaining professionalism and a customer‑focused approach.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $55,221.00 - $96,639.00

Recruitment Range: $55,221.00 - $75,930.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Demonstrated clinical experience applying assessment, care‑planning, and care‑delivery principles when evaluating complaint information and determining the seriousness of reported health care concerns.
• Documented experience interpreting and applying state and federal regulations, standards, and procedures to identify compliance issues within health care provider settings.
• Proven success communicating clearly and professionally with the public and health care providers in a call‑center or high‑volume inquiry environment, including documenting complaint details concisely.
• Track record of independently reviewing, triaging, and entering complaint and incident data into computerized tracking systems with accuracy and consistency.
• Established experience functioning both independently and as part of an interdisciplinary team when making intake decisions, reviewing complex complaint information, and determining appropriate follow‑up.

Physical Requirements:

Work in this position requires the ability to: sit for sustained periods of time, talking, hearing, repetitive motions and fingering (typing).

About the Division of Health Service Regulation (DHSR):

The Division of Health Service Regulation oversees medical, mental health and adult care facilities, emergency medical services, and local jails. We check to see that people receiving care in these facilities are safe and receive appropriate care. We make certain that medical buildings are built only when there is a need for them.

About the Complaint Intake and Health Care Personnel Investigations Section (CIHCPIS):

The Complaint Intake and Health Care Personnel Investigations Section is composed of Complaint Intake, Health Care Personnel Investigation, and NC Health Care Personnel Registry. Complaint Intake receives complaints regarding the care and services provided to patients/residents/consumers by health care facilities/agencies/homes licensed by the Division of Health Service Regulation. Health Care Personnel Investigations operates under state and federal laws investigating abuse, neglect, misappropriation of property, diversion of drugs and fraud against unlicensed health care workers and lists allegations and substantiated findings on the Nurse Aide and/or Health Care Personnel Registries. Information from the registries is used by health care providers in their hiring process.

Compensation and Benefits:

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Application Process

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

Contact Information

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.