Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

Initial Posting Date:
10/23/2026
Application Deadline:
10/31/2026
Agency:
Oregon Health Authority
Salary Range:
$5,458 - $8,352
Position Type:
Employee
Position Title:
Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)
Job Description:
If this opportunity aligns with your strengths, background, and commitment to fostering inclusivity, we encourage you to apply! At the Oregon Health Authority (OHA), we value diversity and encourage applicants from all backgrounds and experiences to help us build a stronger, more equitable future for all.
Opportunity Awaits, Apply Today! – Complaint & Grievance Process Coordinator (Operations & Policy Analyst 2)
Oregon Health Authority’s Medicaid Division is seeking a Complaint & Grievance Process Coordinator to join the Client and Enrollment Services unit. In this position, you will evaluate and strengthen the Oregon Health Plan (OHP) member complaint and grievance resolution process by assessing operational barriers, identifying risks and trends, and implementing process and workflow improvements that support timely, responsive, and equitable complaint resolution. You will coordinate operational planning and improvement activities for the OHP Complaint Resolution Team, applying established policies, administrative rules, and state and federal requirements to guide accurate and consistent case handling. You will exercise professional judgment in interpreting policy, addressing complex or escalated member complaints, and monitoring operational performance metrics, while ensuring that issues requiring broader policy or system-level attention are appropriately escalated to the OPA3 Complaint & Grievance Process Administrator or Medicaid leadership.
Your role will be to maintain quality, consistency, and compliance within the member grievance system by conducting quality assurance activities, supporting the development and refinement of procedures and training materials, and coordinating staff training. Additionally, you will manage complaint tracking systems, maintain required records and documentation, analyze operational data, and prepare reports that inform program evaluation and continuous improvement efforts.
It will be your privilege and responsibility to factor in the perspectives of diverse populations most harmed by social injustice and inequities including communities of color, immigrant groups, the disability and neurodivergent communities, veterans, older adults, individuals identifying as LGBTQIA+ and other communities that have been traditionally marginalized.
For a full review of the position description, please click here.
What We Are Looking For
Minimum Qualifications: These qualifications must be reflected in your application for consideration.
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.
Desired Attributes: The following are desired attributes that we have identified as key to success for this role at OHA. These are the attributes we are looking for in our top candidate. If you have any of these, please let us know in your application.
Experience supporting the development and implementation of policies and programs at the community, state, and/or national level that advance health equity, address systemic disparities, and elevate the voices of communities and individuals with lived experience.
Experience of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration in Oregon, Coordinated Care Organizations (CCOs), and related health and social service systems.
Experience with regulatory processes, including experience analyzing, interpreting, and applying federal and state laws and regulations; specific knowledge of Oregon Administrative Rules and Oregon Revised Statutes is valued.
Experience researching, investigating, and resolving complex complaints, grievances, appeals, or service concerns while balancing regulatory requirements, policy interpretation, and customer service principles.
Experience fostering inter- and cross-agency collaboration and coordinating community-centered policies, programs, and continuous performance, quality, or process improvement initiatives.
Demonstrated ability to use strong oral and written communication skills across a variety of forums, including experience communicating complex qualitative and quantitative information in ways that are accessible, inclusive, culturally responsive, and appropriate for diverse audiences.
Experience evaluating and synthesizing quantitative and qualitative data to assess program effectiveness, identify trends, and support policy, operational, and quality improvement decision-making within health policy or healthcare service environments.
Application Guidance
Your candidate profile and application are your opportunity to showcase your skills and interest in this role. Submissions will be reviewed for clarity, consistency, and communication skills, and for alignment with the guidance provided in the below:
Submission Requirements:· Resume – Attach your current resume that clearly outlines your education and work experience relevant to this position.· Supplemental Questions – Answer all supplemental questions completely and accurately.