Renewal Lead (HSC 2) DOH9009

About the role

This License Renewal Specialist serves at the journey professional level, providing technical license, registration, and certification renewal consultation and assistance to health services providers and staff in a public health program closely linked to the Department’s mission. The position identifies and resolves highly complex, cross-agency and unique customer problems and issues related to license, registration, and certification renewal legislation and policy, and recommends ways to improve efficiencies working with workgroups, agencies and partners. It also provides training and coaching regarding online services to support the requirements for skill and safety for healthcare providers renewing their credentials online. You’ll work with a multitude of differing staff skill sets and a large body of complex information to meet the demanding and rapidly changing operational and technical requirements within the HSQA renewal section, interacting with internal and external customers including members of the public, health care practitioners, facilities, other state governments, professional associations, boards and commissions, and DOH staff and managers both within HSQA and across the agency. The role coaches, mentors, trains staff and serves as a technical consultant on difficult questions and complex, non‑standard regulatory, renewal, and refund activities for the HSQA Renewals Unit. The position is based at the DOH campus in Tumwater, WA with a hybrid work arrangement (remote work plus scheduled onsite work approximately 4‑5 days per month depending on business need). Work setting is an office environment; exposure to hazards is limited to those commonly found in offices. The role may require working in an open cubicle office setting that can be noisy, stressful, and fast‑paced, moving or transporting boxes of files or mail weighing up to 20 pounds, occasional travel within the state for meetings or training, use of standard office furniture and equipment (desk, chair, computer, monitor(s), keyboard, mouse, printer, phone, fax, copy machine), daily telephone and written customer interactions (some customers may be upset, frustrated, or irate), and is covered by a bargaining unit represented by the Washington Federation of State Employees (WFSE). The DOH campus is a smoke‑free, drug‑free, alcohol‑free, scent‑neutral environment, and the position may be required to conduct or participate in public health emergency preparedness and response activities.

Responsibilities

• Application Evaluation & Compliance Review – Assesses and evaluates incoming license renewals for completeness, accuracy, signature, and adherence to established departmental policy, procedure, state legislation, laws, regulations, and other regulatory requirements, standards and practices; identifies, reviews and resolves renewal related discrepancies, judging the best solution or action to resolve or respond to difficult issues; applies independent judgment, assuring compliance with laws, rules, policies, procedures, and standards; ensures compliance with state, federal regulations and requirements when resolving problems and answering questions; processes enforcement related tasks for health profession credentials by modifying credential statuses when providers are placed on compliance and after fully complying with disciplinary orders.
• Team Leadership & Workload Management – Performs as lead worker on an operational team under management direction to deliver effective results on time and to required quality standards; assigns, coordinates and facilitates the flow of work to maximize the efficient and effective use of resources so that activities are completed within time and quality targets; monitors progress of work and identifies obstacles to the delivery of renewal products and services, implementing timely resolutions to meet performance targets; responds to and addresses renewal questions and issues noticed by front‑line staff; provides backup to the supervisor if they are out of the office; collaborates with team members to ensure best practices.
• Training, Coaching & Technical Assistance – Provides technical consultant and assistance to health service providers and staff on difficult questions and complex, non‑standard regulatory and licensing activities; interprets, trains and explains renewal licensing, registration, and certification laws, providing ongoing support as laws change or new professions are added; coaches lower‑level staff regarding license renewal, refund, call center, and operations procedures; assists Renewal Specialists with new renewal processing, renewal questions, and ongoing maintenance of credentials; instructs and ensures proper and accurate intake of contact data entry, affecting data integrity and overall system of record accuracy.
• Research, Liaison & Communication – Researches multiple resources to provide in‑depth interpretation of laws regarding renewal eligibility, education requirements, license status, laws, policies, and procedures over the phone, in person, and through written correspondence; verifies and obtains information about credential holder renewals by searching online databases and other resources; communicates with representatives of DOH programs, state and local government agencies, educational and credentialing/licensing institutions, and other outside organizations; acts as a de‑escalation and resolution point for angry, disgruntled callers, effectively managing conflict and stress for needs that cannot be resolved within standard processes.
• Data Management, Reporting & Recordkeeping – Adds information to and updates electronic databases in the regulatory licensing system and completes system‑related workflows and tasks; sorts and organizes submission, tracking, and storage of both electronic and paper copies of renewal forms, supporting materials, and other related documents required by other HSQA Offices; produces and analyzes license renewal and refund reports.
• Quality Assurance & Process Improvement – Conducts systematic review of work products for purposes of quality assurance and completeness; maintains the highest degree of accuracy and confidentiality