Massachusetts Jobs

The Quality Assurance and Licensing (QAAL) Unit within DPH/BSAS is responsible for ensuring regulatory compliance of Alcohol and Drug Counselors and Facilities licensed and/or funded to provide substance use disorder treatment and recovery services. The Unit Intake Support Coordinator serves as the initial point of contact for the receipt, by telephone, facsimile, or in writing, of complaints, required notifications and other regulatory matters reported on BSAS facilities and licensed counselors. This incumbent is responsible for entering complaint and notification data in the system, completes information gathering related to complaints and notifications; exercises judgement in recommending a response, and collaborates with Bureau of Substance Addiction Services staff to aid and facilitate investigations. _Duties and Responsibilities (these duties are a general summary and not all-inclusive):_ * Receive, review, and process all complaints and notifications reported by patients, residents, program staff and constituents to the Bureau of Substance Addiction Services that have been received by telephone and or in writing regarding provision of services, patient/resident care, Health, and Safety matters occurring in licensed/approved, and/or funded facilities or by licensed individuals. * After Interacting with individuals and program staff regarding relevant information, assist the Health Care Facility Specialist II in performing an initial evaluation and determine necessity for corrective action. Work with the Intake Coordinator on triaging complaints or notifications related to funded programs only. * Convey information relating to impact of regulatory violation and/or the risk to patients and/or staff, notifies supervisor and senior staff of critical events and recommends follow-up to Compliance Officers as needed. * Assist the Health Care Facility Specialist II in analyzing the information regarding the complaint that was provided by the complainant to ensure that the provided information is complete and sufficient to evaluate program conformance with rules and regulations. * Exercise judgement and gather additional information as necessary through direct contact with the complainant or the program. * Assist in evaluating the effectiveness of substance use disorder healthcare facilities and applies the findings for quality improvement training planning and development programs for such facilities. * Assist in monitoring the BSAS Complaint Line by answering telephone calls in real time, interacting with the caller, and recording the information that was provided. * Respond to written complaints received via fax, email, or postal mail by initiating contact with the complainant. * Document all received information accurately and concisely into the BSAS e-licensing database. * Following the guidance of the Health Care Facility Specialist II, make the appropriate referrals for matters that are outside the purview of BSAS to maintain positive relations and ensure good customer service. * Monitor the BSAS e-fax for Required Notifications sent from programs reporting Health and Safety concerns as mandated through Regulation. * Review required Notifications for accuracy regarding the provided information relating to program demographics to ensure the correct program license is obtained. * Process closure of Required Notifications that relate to non-critical events as appropriate with documentation of reason for closure. * Communicate clearly and effectively with senior staff, supervisors, peers, legal counsel, patients, and outside facilities. * Notify appropriate individuals of serious incidents in a timely manner. _Required Qualifications:_ * Awareness of the principles and practices of behavioral healthcare administration. * Understanding of safety practices and procedures followed in providing behavioral healthcare. * Awareness of the laws, regulations, procedures, specifications, standards, and guidelines governing BSAS. * Knowledge of the types and uses of agency forms and equipment. * Understanding of the types and uses of equipment, apparatus, and materials used in a health care facility. * Recognition of the rules and regulations for operating a licensed/approved substance use disorder treatment program. * Awareness of behavioral health care related terminology and standard abbreviations used in substance use disorder treatment. * Capacity to use investigative techniques to obtain information and maintain accurate records, gather information by examining records and documents, and accurately record information provided orally. * Capability to analyze and determine the applicability of data and information, draw conclusions, and to identify trends and notify supervisor and senior staff. * Understanding when to exercise discretion in handling confidential information. * Skillfulness to comprehend, explain, and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities. _Preferred Qualifications:_ * Understanding of the laws, rules, regulations, policies procedures, specifications, standards, and guidelines governing assigned unit activities. * Comprehension of the types and availability of public or private based organizations and sources for providing addiction treatment and behavioral health care services. * Understanding of placement, referral, and related sources available for providing addiction treatment and behavioral health care services. * Awareness of the laws, rules and regulations governing addiction treatment and behavioral health care facility licensure and accreditation. * Experience, knowledge, and skills in serving as the first point of contact assisting with intake calls requiring strong communication and organizational skills. Special Requirements: * Based on assignment, possession of a current and valid Massachusetts Motor Vehicle Operator's license may be required. * _About the Bureau of Substance Addiction Services:_ The Mission of the Bureau of Substance Addiction Services (BSAS) is to foster healthy life choices through culturally responsive services that prevent, treat, and promote recovery from substance-related disorders. Our Guiding Principles include: * Addiction is a chronic disease that can be successfully prevented and treated. * Eliminating the stigma associated with addiction is essential to our work. * Substance use disorders affect individuals, families, and communities across the Commonwealth. * No single treatment is appropriate for everyone and medications are an important element of treatment for many individuals. * People affected by substance addiction should be treated with dignity and respect. * The Bureau of Substance Addiction Services acknowledges the history of structural racism in the United States and its impact on health outcomes. The Bureau is committed to improving the quality of life for all Commonwealth residents, focusing on traditionally underserved and underrepresented populations. _About the Department of Public Health:_ The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high-quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth. We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious diseases, substance abuse, violence, preventable hospitalizations, and health disparities. DPH coordinates programs and policies to address specific diseases and conditions and offers services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to ensure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities, and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages, and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems. More information can be found at* MA Department of Public Heal_th_ *_Pre-Hire Process: _ A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website. If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Request Form. For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 Ext. #4 First consideration will be given to those applicants that apply within the first 14 days. MINIMUM ENTRANCE REQUIREMENTS: * Applicants must have at least(A)three years of full-time, or equivalent part-time, professional experience in the fields of health care or medical care in a recognized clinic, hospital or medical facility and(B)of which at least one year must have been in an administrative, managerial or supervisory capacity, or(C)any equivalent combination of the required experience and the substitutions below. Substitutions: I. A Bachelor's degree with a major in health care administration, hospital administration or public health may be substituted for a maximum of two years of the required (A) experience. II. A Graduate degree with a major in health care administration, hospital administration or public health may be substituted for the required experience.* *Comprehensive Benefits* When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Science* *Organization: Department of Public Health *Title: *Unit Intake Support Coordinator * Location: *Massachusetts-Marlborough - 67 Forest Street Requisition ID: 240003X6