We Need Your Mighty Process Improvement Skills To Better Respond to the American Public

One of the first major missions of the the Office for Civil Rights (OCR) at Department of Health and Human Services was to de-segregate hospitals. Today, OCR works to protect your federal civil rights, health information privacy and promote equal access to health and social services.

In fact, every year, OCR receives 24,000 consumer complaints a year to manage and investigate.  There are a wide range of cases that come through the system, but some high impact outcomes of investigations include:

• Settling cases that involve massive data breaches involving the protected health information of millions of individuals;
• Actively enforcing consumer rights to access their own medical records.
• Ensuring that parents with disability are not unfairly discriminated against in the child welfare process; and
• Ensuring transgender patients receive appropriate and equitable medical treatment;

But the team needs help to upgrade their Centralized Intake Unit (CIU) which processes complaints to reach those cases faster. 

After setting up an online submission portal, the number of complaints received has doubled, resulting in a widening struggle to keep up. As of the end of February 2016, CIU had over 3,800 complaints that were waiting for assessment. OCR needs to review these cases more quickly to distinguish between those that can be resolved administratively and high impact cases that require detailed investigation.

That’s where you come in. OCR is looking for an Entrepreneur-in-Residence (EIR) to join forces for a 13-month tour of duty to help redesign and redefine the process for intaking complaints to increase workflow efficiency. You will have the opportunity to re-imagine the system in service to our nation’s most vulnerable populations. 

Here’s Who We’re Looking For

Need A Deeper Dive? Learn More Here

Why the Office of Civil Rights Needs You