Centralized Complaint Intake Unit (Must be in Albany, office based):

Nursing Facility Resolution Investigation Team: 2 RNs

Complaint Intake Team: 2 RNs

QUALIFICATIONS:

• Strong interpersonal skills are desirable to facilitate positive customer satisfaction in situations that are adverse or in controversy.
• Ability to work independently with minimal supervision, as well as in a team environment.
• Excellent written and verbal skills with the ability to communicate professionally with co-workers, supervisors, providers, medical and administrative personnel, and residents/patients.
• Strong computer skills with working knowledge of Microsoft Office products and the ability to learn new programs.
• Ability to translate collected information into a clear, concise, legal, and defensible document.
• If approved to work remotely, must have secure internet that meets the speed required to perform all work duties, must have workspace that provides privacy for all work-related calls, and must be able to secure all work-related items when not in use.
• The ability to obtain Surveyor Minimum Qualifications Test (SMQT) certification within 12 months of employment, required.
• Ability to work weekends and holiday on-call, as needed, on a rotating basis, required.
• Must have a valid driver’s license & the ability to travel, required.

Pay: $41.92/hr

Hours: Full time, 40 hours

Location: In office, Albany NY

NFRR: Based in Albany, in this role you will be primarily responsible for the day-to-day case management of nursing facility quality of care complaints working at the direction of the New York State Department of Health (DOH). As a Nursing Facility Resolution Reviewer, you will interface with the resident and/or resident’s representative throughout the complaint resolution process including assisting with alternative dispute resolution; communication with the nursing facility; case processing including preparation of correspondence and assistance with mediation; medical record review and related activities to assure compliance with timelines and confidentiality regulations. You will also participate in other activities, including other resident protection activities, as directed.

Office based in Albany. These candidates will be investigating nursing home complaints off site. They will be making calls to the facilities and speaking with the families of the patients. They could be investigating things like unsafe practices, inappropriate discharge, etc.

Must have 2 years of UM/Fraud investigation or 3 years of clinical administrative experience or be a BSN with 2 years of clinical experience.

Complaint Intake: Based in Albany, NY, working at the direction of the New York State Department of Health (NYSDOH)Nursing Home Centralized Complaint Intake Unit (NH CCIU) you will function as a Complaint Intake and Triage Nurse Reviewer performing clinical reviews and triage complaints and incident reports for possible noncompliance, received via telephone, electronic or postal mail, or other forums. Perform reviews irrespective of the submission method, triage complaints by severity consistent with federal triage guidelines, perform data entry, and identify the appropriate actions consistent with federal triage protocols.

Office based. will be taking complaints from across the state for nursing homes and beginning the process of investigation. They need strong interpersonal skills and an empathetic nature because they will be working closely with families. They need to be a clear communicator and understand how to work with other departments.

Must have 2 years of UM/fraud investigation and 3 years of clinical experience.