Department of Civil Service

Description:

* Data Collection/Analysis - Student will review historical emails and documents to identify information needed for populating the OMH-Managed-Care mailbox tracker which includes analyzing emails, drafting summaries, and documenting complaint activity. Specific to complaints received, the student will need to do a preliminary analysis of the complaint to determine what type of complaint it falls into, the area of concern, the outcome of the issue, and other relevant information for triaging and tracking purposes.

The student will maintain and update the provider inquiry and complaint database by entering the provider complaint and inquiry information from our public facing mailbox into our database. They will also utilize our Provider Complaint analysis tool to determine appropriate parameter for provider inquiry complaint data. They will use the provider inquiry database to produce statistics and develop executive summaries through Tableau which are shared with leadership.

* Qualitative Analysis - Data analysis tasks will require student to apply basic qualitative analytic techniques to the provider complaints mailbox data and assist in the production of reports and trends for leadership.

The student will utilize the results of the their complaint analyses as qualitative research study to identify systematic issues from the Managed Care plans or areas of high provider concern which will be used to determine if policy changes need to be made. Additionally, they will research, review existing studies, articles, literatures, and generate high-level summaries for leadership that support potential policy updates.

* Support of Policy - Student will conduct preliminary research for any questions received, follow up with internal OMH Managed Care subject matter experts on outstanding questions, coordinate meetings if needed to resolve questions received that need further discussion.

* Communication and Presentations - Student will design and produce summary reports for OMH leadership/OMH Medical Director/stakeholders for distribution.

Skills:

Detail Oriented

Communication

Independent worker

Research

Critical Thinking

Internship Areas: Human Services, Planning/Analysis/Research, Policy Enforcement, Public Policy