Complaint Grievance Process Coordinator – Operations & Policy Analyst 2

Oregon Department of Human Services

. Evaluate and strengthen the Oregon Health Plan member complaint and grievance resolution process.

Posted 10/23/2026full-timeSalem • Oregon • United StatesJuniorMid-Level💰 $5,458 - $8,352 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in complaint resolution processes, operational planning, and quality assurance while effectively interpreting policies and addressing complex member complaints. Skilled in analyzing operational data for continuous improvement and ensuring compliance with state and federal requirements.

Highest-signal resume keywords

Complaint Resolution ProcessOperational PlanningQuality AssuranceData AnalysisPolicy Interpretation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Evaluative WorkAnalytical WorkPlanning WorkProcess ImprovementWorkflow ImprovementDocumentation ManagementReport PreparationTraining DevelopmentRisk IdentificationCompliance Maintenance

Soft Skills

CommunicationProblem-SolvingCollaborationAdaptabilityCultural Competence

Tools & Technologies

Complaint Tracking Systems

Industry Keywords

Oregon Health PlanMember ComplaintsGrievance ResolutionState and Federal RequirementsDiverse PopulationsQuality ConsistencyAdministrative Rules

About the role

Key responsibilities & impact

Evaluate and strengthen the Oregon Health Plan member complaint and grievance resolution process.
Assess operational barriers, identify risks and trends, and implement process and workflow improvements.
Coordinate operational planning and improvement activities for the OHP Complaint Resolution Team.
Apply established policies, administrative rules, and state and federal requirements to guide case handling.
Interpret policy, address complex or escalated member complaints, and escalate broader issues to the OPA3 Complaint & Grievance Process Administrator or Medicaid leadership.
Conduct quality assurance activities to maintain quality, consistency, and compliance.
Support development and refinement of procedures and training materials and coordinate staff training.
Manage complaint tracking systems and maintain required records and documentation.
Analyze operational data and prepare reports for program evaluation and continuous improvement.
Consider perspectives of diverse and historically marginalized populations in complaint and grievance processes.

Requirements

What you’ll need

A Bachelor's Degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science or any degree demonstrating the capacity for the knowledge and skills; and two years professional-level evaluative, analytical and planning work.
OR any combination of experience and education equivalent to five years of experience that typically supports the knowledge and skills for the classification.
Resume clearly outlining relevant education and work experience.
Complete and accurate responses to all supplemental questions.
Employment contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment.
Must be authorized to work in the United States; position does not provide visa sponsorship.
Required to complete I-9 documentation within three days of hire.
Eligible veterans and Oregon National Guard servicemembers who meet the qualifications may receive candidate preference.

Benefits

Comp & perks

Excellent, low-cost medical, vision, and dental coverage for you and your family.
Optional benefits like life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.
Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.
Potential eligibility for the Public Service Loan Forgiveness Program.
Retirement security through Public Employees Retirement System (PERS)/ Oregon Public Service Retirement Plan (OPSRP).
Training and development opportunities to grow your career with the State of Oregon.
Hybrid work arrangement with 5% in-office work.