Complaint & Grievance Process Administrator (Operations & Policy Analyst 3)

Initial Posting Date:

06/18/2026

Application Deadline:

06/30/2026

Agency:

Oregon Health Authority

Salary Range:

Position Type:

Employee

Position Title:

Complaint & Grievance Process Administrator (Operations & Policy Analyst 3)

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 Administrator  (Operations & Policy Analyst 3)

The Medicaid Division designs, administers, and continually improves Oregon Health Plan (OHP) programs, ensuring services are delivered effectively, equitably, and in alignment with state and federal requirements. Within the division, the CCO Services Unit supports Coordinated Care Organizations (CCOs) by offering technical assistance, resolving complex operational issues, and collaborating with partners to strengthen policies, systems, and service delivery.

The Complaint and Grievance Process Administrator oversees the Medicaid Division’s complaint process for OHP members and providers. This position leads efforts to monitor compliance with federal and state requirements, identify and analyze complaint trends, and support quality improvement initiatives that strengthen accountability and member experience. The role ensures alignment of complaint processes across OHA and ODHS programs, and provides training, guidance, and technical assistance to internal and external partners. It also represents the division by communicating policy, program, and regulatory information to legislators, state and federal partners, community organizations, and other partners.

This position will collaborate with diverse populations most harmed by social injustice and inequities and will demonstrate the ability to build and steward positive, collaborative and partnership-based relationships with diverse community groups including communities of color, immigrant groups, the disability and neurodivergent communities, veterans, older adults, individuals identifying as LGBTQIA2S+ 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 four years professional-level evaluative, analytical and planning work.

OR;

Any combination of experience and education equivalent to seven 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, implementation, oversight, or evaluation of complaint, grievance, appeals, quality assurance, or compliance-related programs that improve access, accountability, and equitable service delivery within healthcare or public sector systems.
• Knowledge of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration, Coordinated Care Organizations (CCOs), health plans, healthcare providers, or other complex health and human services systems.
• Knowledge of federal and state laws, regulations, and compliance requirements related to Medicaid, grievance and appeals processes, quality assurance, or consumer protections; experience analyzing and applying regulatory requirements to operational practices.
• Experience evaluating and synthesizing quantitative and qualitative data to identify trends, assess program performance, monitor outcomes, and support policy, operational, or quality improvement decisions.
• Experience leading or supporting continuous quality improvement, performance improvement, or process improvement initiatives, including the development of performance measures, metrics, corrective actions, and outcome monitoring.
• Ability to foster collaboration and build effective working relationships across agencies, health plans, providers, advocacy organizations, community partners, and individuals with lived experience to improve programs, services, and outcomes.
• Strong oral and written communication skills across a variety of forums; experience communicating complex information, technical requirements, and data findings in ways that are accessible, culturally responsive, and appropriate for diverse audiences.
• Demonstrated project management experience, including the ability to manage multiple priorities, coordinate complex initiatives, meet regulatory timelines, and support successful implementation of operational or policy changes.

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.
• Cover Letter (Optional) – A cover letter is not required, but if included, it will be reviewed and considered during the review and selection process.
• Final Check! – Before submitting, confirm that all required materials are included, and your Workday Job History is current. The information in your application will be used to complete an Equal Pay Analysis to determine salary placement upon hire. Visit the Equal Pay Analysis Webpage for more information.

How to Apply:

• External Candidates:  Visit the State of Oregon job opportunities webpage or click the “Apply” tab above to submit your application, following all submission requirements.
• Internal Candidates: Current State of Oregon employees must apply through their employee Workday login, following all submission requirements.

After You Apply:

• Complete any pending tasks in Workday under “My Applications” prior to the application deadline.
• Check your email (including junk folder) and Workday inbox regularly for updates on your application.

Reminders:

• Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. To protect your information and ensure correct processing, please follow the instructions for submitting your Veterans’ Preference documentation.
• Please download and save a copy of this job announcement and linked position description, as it is not available after the application deadline.

About the Team & Benefits of Joining

We offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, and enthusiasm. You will collaborate with a team of bright individuals to work with and learn from.

If you're driven by the passion to do something meaningful that changes lives, the Oregon Health Authority is the place for you. We also offer a competitive benefits package including:

• 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.

Additional Details

• This announcement is for one, full-time, permanent, SEIU represented, Complaint & Grievance Process Administrator  (Operations & Policy Analyst 3) position based in Salem, Oregon.
• This is a hybrid [Remote 85% In-office 15%] position. “Review Section 4: Working Conditions” in the position description (linked above) for more information.
• Employment is contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment.
• The salary listed is the non-PERS qualifying range. If the successful candidate qualifies for PERS, the salary range will increase by 6.95%. For more information, see the Classification and Compensation page.
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process.
• This position does not provide visa sponsorship. Within three days of hire, you will be required to complete I-9 documentation and confirm authorization to work in the United States. OHA will use E-Verify to verify work authorization. If your employment eligibility depends on sponsorship now or in the future, you will not meet the requirements for this position.
• We evaluate candidates based on their own skills and experience. Unless explicitly approved, outside resources – including Artificial Intelligence (AI) tools – are not permitted during assessments or interviews. Use of unauthorized resources will disqualify a candidate from further consideration.

Contact Information
Recruiter: Stephanie Mitchell
Email: [email protected]
Phone (text friendly): (503) 979-7679

Accommodation Requests (ADA): OHA provides reasonable accommodations under the ADA, which may include alternative formats of materials or language support. If you need an accommodation to apply for this position or participate in the selection process, please contact the recruiter listed above.

Helpful Links & Resources

How to Set Job Alerts | Workday Applicant FAQ | Oregon Health Authority | Facebook | Instagram | LinkedIn | Veterans Resources | What You Need to Know to Get the Job

The Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. We do not discriminate based on protected class – including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation – and does not screen applicants based on current or past compensation. Salary is determined through a fair review of your education, experience, and training as it relates to the position.

OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities. Join us in advancing our Strategic Plan and building a more equitable Oregon.