COMPLAINT INTAKE ANALYST 28281

04/16/92 B

This is a single class series responsible for receiving and screening complaints or reports of possible violations of health care practices committed by regulated professionals. The work involves determining if a complaint is valid, establishing priority for investigation, and providing detailed instructions related to the investigation of clinical issues.

Complexity of Work: Performs work of considerable difficulty. This class receives and evaluates complaints filed by the public against physicians, nurses, dentists, pharmacists, veterinarians, and other licensed or certified health care professionals to determine if the health and safety of the public is at risk. Duties involve a clinical assessment of the complaint, quantifying and qualifying the risks, determining the priority of the investigations, and testifying in formal hearings regarding high risk cases. Additional duties include consulting with health care professionals and attorneys regarding complaints of unusual complexity and determining the jurisdiction, violation of law and regulations, breach of standards, and if sufficient cause exists to docket a case and conduct an investigation.

Supervision Given: Supervision is generally not a factor.

Supervision Received: Receives direction from the Regulatory Boards Investigations Manager.

Scope: Complaints are received from the general public on a statewide basis, and involve all regulated health professions.

Impact of Actions: The work has serious, long-term consequences on the safety and health of the general public. Ineffective or inadequate screening procedures and subsequent investigations may allow negligent professionals to continue practicing their specialty.

Personal Contacts: This class has frequent internal and external contact with the general public, health care practitioners and administrators, Board members and executives, the State Police, and the Office of the Attorney General. All contacts are made for the purpose of evaluating complaints, to include the receipt of the complaint, consulting with practitioners for clinical advice, and consulting with attorneys for legal advice.

Knowledge: Considerable knowledge of general health care practices, of applicable regulations and laws governing such practices. Working knowledge of investigative practices.

Skills: None identified for this class.

Abilities: Demonstrated ability to interpret complex health care regulations, laws and related documents; to analyze complaint allegations, conduct necessary research, understand legitimate risks and make decisions based on clinical expertise; to communicate effectively.

QUALIFICATIONS GUIDE*

Licenses or Certification: Licensed or certified as a health care practitioner.

Education or Training: Graduation from an accredited college or university with advanced course work in medicine, clinical or public health nursing, dentistry, veterinary medicine, or a related health profession.

Level and Type of Experience: Considerable experience in a regulated health care profession.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was revised and retitled by the Department of Health Professions, effective April 1992.