Operations Manager, Office of Customer Service (WMS 02) DOH6979
Full Time
Tumwater, WA
Posted
Job description
Description
Operations Manager, Office of Customer Service (WMS Band 2)
Health Systems Quality Assurance
Tumwater, WA
DOH
6979
Our ideal candidate has a driving passion for the work, brings humility to their job and interactions, and understands how their actions affect others. They see the needs and objectives of others and take them into account while achieving their own objectives, and they adapt their approach and expectations accordingly.
Our ideal candidate strives for engagement and partnership, even when confronted with others who are not open or collaborative. They are nimble and adaptive when faced with resistance, demonstrate resilience, and can have courageous conversations when needed.
The Operations Manager is responsible to direct and administer the operations for the Office of Customer Service (OCS). The position identifies problems and evaluates operational deficiencies and difficulties, develops strategies and plans for use of available resources, defining office needs and priorities, and long-range planning. This position oversees and provides direction on financial activities in OCS. In collaboration with division financial staff, the position monitors and manages the budget to ensure budget and fiscal processes are in compliance with DOH, state and federal policies and accountability systems. The position assesses workload within the office and identifies financial needs and priorities. The position also manages and provides direction for the legislative review process and constituent relations activities in OCS.
The Operations Manager, Office of Customer Service supervises staff involved in operations support including but not limited to: budget, data analysis and reporting, application and forms development, mail processing for OCS, quality assurance reviews, tracking and coordinating legislative analysis, participation in the division Policy Procedure and Coordination Team (PPCT), assistance with web updates, development, posting and publication review, managing the “part-time” pool for resource management, operations scanning, training and related operational activities, and project-related activities as assigned. Assists Office of Customer Service section managers in meeting their programs’ performance measures by ensuring tools, technology and resources are readily available; effectively promoting communications; working to improve training and staff development.
When we talk to our Operations Manager about their values, they’ll see themselves in words like Human-Centered, Partnership, Equity, and Excellence. They’ll also see in these words a challenge to improve—personally and organizationally—in pursuit of a better impact on people and better business outcomes.
When we ask others about them, they’ll describe a person of remarkable capability, diligence, and focus. They’ll tell us about someone who:
Sees and understands the objectives and challenges of people they work with and people they impact.- Makes adjustments to what they’re doing based on what they learn.
- Holds themselves accountable for actually helping those around them succeed, as well as achieving their own business results.
It takes personal courage, tenacity, and humility to achieve big things in this way. Our ideal candidates probably wonder whether they’re up to this challenge. But they want to take it on because they’re hungry for personal growth and hungry to help build this kind of business, team, and workplace culture at the Department of Health.
The duty station for this position is in Tumwater, WA. Telework (mobile work) is currently expected. When approved, the incumbent is anticipated to report to the Tumwater duty station for work activities as needed for onsite meetings, specific tasks, and/or to check-in with staff working onsite.
Learn more about the Position – View the Complete Position Description (Download PDF reader)
About Health Systems Quality Assurance (HSQA)
HSQA is responsible for oversight of Washington State’s health care delivery system which includes licensing and regulating over 463,000 health care professionals and 7,000 facilities. HSQA also works closely with communities and local health partners to build strong health systems and prevention programs across the state to help ensure communities have access to good health care and emergency medical services.
The HSQA OCS goals include improved patient safety, increased public confidence in our ability to protect public health, thorough approaches to system improvements, clear lines of authority and accountability, increased span of control for supervisors, and seamless and efficient delivery of services.
About the Department of Health
The vision of the Washington State Department of Health (DOH) is equity and optimal health for all. Our mission is to work with others to protect and improve the health of all people in Washington state. Learn more about the DOH Transformational Plan.
Our Values
Good organizations know what they do and how they do it. Great organizations also understand why they do it. Our values are:
Human-centered: We see others as people who matter like we do and take into account their needs, challenges, contributions, and objectives.- Equity: We are committed to fairness and justice to ensure access to services, programs, opportunities, and information for all.
- Collaboration: We seek partnership and collaboration to maximize our collective impact. We cannot achieve our vision alone.
- Seven Generations: Inspired by Native American culture, we seek wisdom from those who came before us to ensure our current work protects those who will come after us.
- Excellence: We strive to demonstrate best practices, high performance, and compelling value in our work every day.
The Washington State Department of Health acknowledges that our locations statewide are on the homelands of Native people, who have lived in this region from time immemorial. Currently, within the boundaries of Washington State, there are 36 tribes, 29 of which are federally recognized, that share traditional homelands and waterways in what is now Washington State. Some of these are nations and confederacies that represent multiple tribes or bands. We express our most profound respect for and gratitude toward these original and current caretakers of the region. As a public health agency, we acknowledge our responsibility to establish and maintain relationships with these tribes and Native peoples, in support of tribal sovereignty and the inclusion of their voices in public health programs and policies. We pledge that these relationships will consist of mutual trust, respect, and reciprocity.
The DESIRED candidate profile:
NOTE: All relevant experience including lived, volunteer, or professional, or a combination of experience and education that demonstrate the ability to perform the work will be considered.
Option 1: Six (6) years of professional experience in public health, health care administration, public administration, business administration, criminal justice, law, law enforcement, or health-related field; which includes two (2) years of experience managing professionals in these areas.
Option 2: A Bachelor’s degree or higher in public health, health care administration, public administration, business administration, criminal justice, law, law enforcement, or health-related field; AND two (2) years of professional experience in a related field, which includes managing professionals in these areas.
AND
Demonstrated knowledge, experience and competency managing resources and improving performance outcomes in a regulatory, public health, or clinical environment (hospital, nursing, or related profession or facility).- Familiarity with state laws, or federal regulations related to HSQA.
- Experience coordinating and analyzing legislation, conducting bill analysis, and preparing fiscal notes.
- Experience working in quality assurance and process improvement methodologies such as Lean.
- Experience developing training materials and classes.
- Proficient in Outlook, Word, PowerPoint, Excel, SharePoint and Visio software.
Note: Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
As well as demonstrated experience in the following leadership competencies:
Attracts Top Talent – Attracting and selecting the best talent to meet current and future business needs.
Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Cultivates Innovation – Creating new and better ways for the organization to be successful.
Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
Drives Results – Consistently achieving results, even under tough circumstances.
Builds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Values Differences – Recognizing the value that different perspectives and cultures bring to an organization.
Ethical Conduct – Respects and maintains confidentiality. Avoids inappropriate situations and actions which present the appearance of a conflict of interest. Avoids misrepresentation. Does not misrepresent self or use position for personal gain. Uses the public’s funds and resources appropriately.
Time Management and Sense of Urgency – Excellent organizational and time management skills, along with a clear understanding of time criticality and deadlines for production work products.
Compensation
This position reports to the Deputy Director of the Office of Customer Service within the Division of Health Systems Quality Assurance. Learn more about the Washington Management Service.
The annual compensation is between $80,952 and $108,804, depending upon qualifications.
Washington State offers a full benefits package including vacation and sick leave, family medical and dental coverage, life insurance, retirement, and a deferred compensation program.
The Washington State Department of Health (DOH) is an equal opportunity employer. DOH strives to create a working environment that is inclusive and respectful. It is our policy to prohibit discrimination based on race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of our workforce.
If you have questions, need alternative formats or other assistance please contact Cher.Williams@doh.wa.gov, (360) 236-4545, or TDD Relay at 1-800-833-6384 or 711 (Washington Relay). Technical support is provided by NEOGOV, 855-524-5627 (can’t log in, password or email issues, error messages).
Application Process
Intrigued? Click "Apply" to submit your detailed application profile along with the following:
A cover letter, describing how you meet the qualifications and why you are interested in this position.- A current resume.
- Five (5) or more professional references, to be included in your profile. Please include at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.
Please do not attach any letters of recommendation or other documents not requested above .
Important Note: Do not attach documents that contain a photo or private information (social security number, year of birth, transcripts, etc.) or documents that are password protected. These documents will not be reviewed and may cause errors within your application when downloaded.
Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and year of birth.
Live and Work in a Great State
Washington is America's Top State according to U.S. News (2021) and provides one of the most competitive benefits packages in the nation.
Washington offers a total work/life package of pay, benefits, flexibility, and workplace opportunities to help you get the most out of your career and out of life. Washington State is a great place to work, play, and be a part of a community. Washington offers a quality of life that is unsurpassed. From the high-energy urban center of Seattle, one of the nation’s top-ranked cities, to the more relaxed pace of our rural communities, Washington’s distinctive Northwest lifestyle blends a progressive, creative culture with a casual nature.
Tumwater, Washington, is a vibrant city just south of Olympia, the state's capital, with a small-town feel conveniently situated in the Puget Sound area between Seattle and Portland. The rugged Olympic Mountains rise in the distance, and Mount Rainier seems close enough to touch on a clear day. Tumwater enjoys the benefits of an engaged and educated community and a well-supported school system, with two universities and a community college within a ten-mile radius.
Tumwater is located in Thurston County, Washington, homelands of the Coast Salish Peoples, including those recognized today as the Confederated Tribes of the Chehalis Reservation, and the Nisqually and Squaxin Indian Tribes. We acknowledge their presence here since time immemorial and recognize their continuing connection to the land, to the water, and to their ancestors.
SUBSCRIBE to DOH Job Alerts
Important Note: All employees engaging in work for the Department of Health are required to be fully vaccinated before their hire date. Proof of vaccination will be verified by the Office of Human Resources after an employment offer has been extended.
This position requires an onsite/in-person presence. I understand that a medical or religious exemption to the vaccine mandate cannot be accommodated at this time. I will reach out to HR@doh.wa.gov if I have any questions.
Supplemental Information
Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.
johnandkristie.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, johnandkristie.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, johnandkristie.com is the ideal place to find your next job.