Medicare Complaints Coordinator (HIA1)

This recruitment will remain open until September 20, 2025. The agency reserves the right to make a hiring decision at any time after the initial screening date on August 27, 2025. It is in the applicant’s best interest to submit materials as soon as possible.

Make a Difference: Protect Consumers & Join Our Dynamic Team!

The Office of the Insurance Commissioner (OIC) seeks a qualified individual for the Medicare Complaints Coordinator (HIA1) position. This role is within the Consumer Protection Division and is based out of our Tumwater Office.

We are an employer of choice! Here’s why:

• Meaningful work: Ensure a healthy insurance market & protect Washington consumers.
• Impactful career: Make a daily difference in the lives of countless Washingtonians.
• Small agency, big opportunities: Gain a holistic understanding of our mission and build strong relationships with colleagues.
• Diversity, equity, and inclusion: OIC is committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment - by fostering the inclusion of people from all backgrounds, cultures, and attributes.

About the Position 

Make a meaningful difference in the lives of Washington’s Medicare beneficiaries as a Health Insurance Advisor 1 – Medicare Complaints Coordinator with the SHIBA Program at the Office of the Insurance Commissioner. 

In this impactful role, you’ll be the trusted expert for some of our most complex and high-stakes Medicare cases – resolving complaints, preventing fraud, restoring lost benefits, and helping consumers navigate critical healthcare decisions. Your work will directly affect people’s access to care, out-of-pocket costs, and legal protections.

This position is more than just casework. You'll also shape training content, inform program improvements, and serve as a subject matter expert across the SHIBA network, contributing to our mission to protect consumers, the public interest, and Washington’s economy through fair and efficient regulation.

If you're ready to put your Medicare expertise to work in a fast-paced, mission-driven environment—where your decisions directly improve lives—we want to hear from you.

This recruitment may be used to establish a qualified pool of candidates for Health Insurance Advisor 1 vacancies in the next sixty days.

This is a Washington General Service position. The monthly salary range for this position is $5,137.00 - $6,906.00.

Benefits & Perks

• Comprehensive benefits package: Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!
• Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.
• Wellness programs: Invest in your well-being with on-site resources and initiatives.
• Work-life balance: Flexible schedules with telework opportunities.
• Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.
• Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.
• Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.
• And more! Explore our website for additional benefits: https://www.insurance.wa.gov

The duties of the position include, but are not limited to:

• Research and resolve complex Medicare complaints and casework involving eligibility, coverage, claims, appeals, and potential fraud.
• Communicate effectively with Medicare beneficiaries and their representatives regarding rights, options, protections, and procedures.
• Submit complaints and appeals to Medicare and coordinate with Medicare, Social Security, and insurance carriers to resolve beneficiary issues.
• Interpret Medicare policies and insurance contracts to provide accurate guidance and determine appropriate courses of action.
• Support development and delivery of training materials for SHIBA staff, volunteer advisors, and coordinators.
• Monitor case trends, identify potential fraud, and recommend process improvements to enhance program effectiveness.
• Maintain accurate case files, documentation, and records in compliance with agency requirements.
• Provide regular reports on case status and outcomes to supervisory and program staff.
• Assist with the creation of consumer-oriented communications and public outreach content.
• Collaborate with statewide volunteer networks and partners as a subject matter expert on Medicare complaints and appeals.

To read more about this position and view all duties, click here to request a position description.

Required Qualifications: 

• Six years’ experience* with community development, adult training, and volunteer management.
• Demonstrated experience working independently, prioritizing work, and meeting multiple conflicting deadlines, including by seeking guidance from leadership
• Demonstrated experience building collaborative relationships with professional colleagues.
• Demonstrated knowledge of project management, contract management and/or instructional design.
• Basic level skills in Microsoft Outlook, Word, PowerPoint and Excel
• Experience effectively facilitating meetings or designing training for at least one virtual platform (e.g., Zoom, Teams, Skype).

*A bachelor’s degree with focus in business administration, public administration, public health, health administration or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council of Higher Education Accreditation or a foreign equivalent may substitute for up to 4 years of professional work experience.

Preferred/Desired Qualifications:

• Demonstrated contributions to building a high-performing team of professional colleagues.
• Experience developing partnerships with diverse communities.
• Demonstrated experience managing projects, contracts and/or instructional design.
• Advanced-level skills utilizing Microsoft Word, PowerPoint, and Excel.

Ready to join us?

Learn more about the OIC by visiting our website. We encourage you to check out our video below and listen to what our employees have to say about working here! 

Welcome to the OIC

Submit your application today and take the first step towards a rewarding career at the OIC!

• This position is represented by the Washington Federation of State Employees (WFSE).

• State law (RCW 48.02.090[5]) prohibits employees of the OIC from having any interest, directly or indirectly, in an insurance company other than as a policyholder. This prohibition includes the receipt of renewal commissions. If employment is accepted with this agency, you agree to abide by this state law.
• 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.
• If claiming veteran status, please send your DD 214 to recruitment@oic.wa.gov with HIA1_2025-05875 in the subject line. Please do not attach the DD 214 to your application materials.  Please black out personally identifiable data such as social security numbers. 
• The Office of Insurance Commissioner is an equal opportunity employer, does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at Recruitment@oic.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.  
• If you are having technical difficulties creating, accessing (log in, password or email issues) or completing your application (error messages), please call toll-free at (855) 524-5627.
• Contact us: For inquiries about this position, please contact us at recruitment@oic.wa.gov. 

Compensation details: 29.52-39.69 Hourly Wage

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