Remote Complaint Analyst Jobs (NOW HIRING)

Make a difference where it truly matters-supporting some of Pennsylvania's most vulnerable residents living in long-term care and licensed settings across the Commonwealth. As a Workload Manager, you'll play a vital behind-the-scenes role in protecting health, safety, and dignity by ensuring concerns are taken seriously, investigated thoroughly, and resolved effectively. This position offers the rare reward of blending purpose-driven public service with analytical, investigative, and leadership responsibilities. Every complaint reviewed, system improved, and report generated directly contributes to safer environments and stronger accountability for providers serving older adults and individuals in care.
In this role, you'll collaborate with licensing staff, law enforcement, and state partners to manage complaint and incident tracking systems, prioritize investigations, coordinate inspections, and support enforcement actions when needed. You'll use data, research, and policy analysis to strengthen programs, guide staff, and improve statewide systems-turning information into action that protects people. If you're motivated by meaningful work, value integrity and public trust, and want a career where your expertise helps ensure quality care across Pennsylvania, this is an opportunity to serve with impact, stability, and purpose within the Commonwealth of PA.
This position is the Workload Manager. This position conducts research and
evaluation, develops and manages information systems (i.e., complaint and incident tracking
systems), conducts evaluations of complaint investigations, assigns priority levels for each
complaint received, assists in assigning staff to particular complaints, and incidents needing
further investigation, and coordinates law enforcement referrals and investigations.
DESCRIPTION OF DUTIES:
Conducts program and information system analysis on a statewide basis.
Assists in implementation of enforcement orders, such as emergency closure orders
and prohibition of access orders.
Schedules and coordinates all licensed setting inspections for the region. Conducts
meetings with licensing staff for scheduling and other matters.
Oversees the regional fines management system, reviewing, and evaluating corrective
action plans and monitors the implementation. Conducts onsite inspections for verifying
corrective action plans.
Coordinates referrals and criminal investigations with law enforcement agencies, including
state and local police and Office of the Attorney General.
Reviews content of incident reports and complaints. Follows-up with providers and
complainants as needed for additional information. Assesses and assigns priority levels
for complaints and incident reports received. Assigns complaint/incident inspections
to the Licensing Representatives/Technicians for further investigation.
Files incident reports and other licensing documents or scans such documents to
electronic records.
Designs and conducts research studies relating to licensed settings.
Assists in data entry and data analysis relating to licensed settings. Takes complaints and
enters them into the complaint tracking system. Enters incident reports into incident
tracking system.
Generates weekly and monthly reports and ad hoc reports using data collection methods
and tools; prepares tables and graphs from analysis for inclusion in Departmental
statistical reports.
Ensure data integrity through regular monitoring of database systems.
Organizes and analyzes data which may involve reviewing regulator information or
applying statistical methods to analyze data in order to draw conclusions, make
recommendations, and suggest system improvements and program alternatives.
Reviews, analyzes, and recommends revisions to existing and proposed policies, regulations,
and procedures.
Coordinates the maintenance of information technology applications to support
program operations.
Responds to inquiries from providers, other state and local agency officials,
consumers, Department licensing staff, and Department program offices.
Oversees the usage of equipment for the region; coordinates all necessary equipment
needed to conduct presentations and training provided in the regional office.
Provides guidance and direction to licensing representatives/technicians in the regional
office regarding complaint and incident information and their respective tracking
systems.
Provides technical support for all staff in the office. Provides training to staff on
equipment, database systems and software programs.
Performs related work as required.
ESSENTIAL FUNCTIONS:
1. Valid driver's license due to travel. Occasional overnight travel throughout
the Commonwealth, predominantly in an assigned geographical area;
2. Writes clear and concise policy and procedures;
3. Gathers and analyzes regulatory and statistical data to apply it to complex regulations
and laws;
4. Comprehends state and federal laws and regulations to conduct national and
state research;
5. Ability to use computer equipment effectively, peripherals, software applications,
and other office equipment.
6. Ability to communicate verbally and in writing;
7. Prepares weekly and monthly, ad hoc statistical, and narrative reports;
8. Maintains licensing software applications, tracking systems and equipment
Requirements
Requirements:
Minimum Educational Requirements:
Bachelor's degree in a Health or Human services related course of study. Examples but
not limited to: Nursing, Social work, Psychology, Occupational Therapist, Physical
Therapist, Physician, Emergency Medical Technician (EMT)
OR
Associates Degree in a Health or Human Services related course of study AND 2
years' experience working in that field of study
OR
A minimum of one year experience in a health or human services related field
demonstrating an ability to perform the description of duties and essential functions.