Call Center Analyst

Are you interested in helping to improve the overall health and well-being of all Californians while achieving your career goals? Do you set high standards for yourself and enjoy a collaborative and challenging work environment? The California Department of Health Care Services (DHCS), Managed Care Operations Division (MCOD), is looking for a highly motivated, self-directed Staff Services Analyst (SSA) with excellent interpersonal and problem-solving skills that enjoys working in a fast-paced environment.

Under the direction of the Staff Services Manager I (SSM I), the SSA performs a variety of tasks intended to carry out the duties and functions associated with the Office of the Ombudsman. The tasks require a high level of customer service, analytical, and interpersonal skills as well as excellent oral and written communication skills.

Call Center/Phones and Customer Service experience is preferred. Insurance or Medi-Cal background is preferred.

You will find additional information about the job in the Duty Statement .

Working Conditions

This position may be eligible for telework up to three days per week and is required to report in-person and site-based a minimum of two days per week. The amount of telework is at the discretion of the Department and is subject to change consistent with DHCS' Telework Program and Government Code sections 14200 - 14203. Telework is available to California residents, and proof of residency may be required.

Business travel may be required, and reimbursement considers an employee's designated office and residence subject to regulations and bargaining unit contract provisions. All commute expenses to the reporting location will be the responsibility of the selected candidate.

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-452790

Position #(s):
805-158-5157-XXX

Working Title:
Call Center Analyst

Classification:
STAFF SERVICES ANALYST $3,749.00 - $4,698.00 A

# of Positions:
Multiple

Work Location:
Sacramento County

Telework:
Telework

Job Type:
Permanent, Full Time

Department Information

The mission of the California Department of Health Care Services (DHCS) is to provide Californians with access to affordable, integrated, high-quality health care, including medical, dental, mental health, substance use treatment services and long-term care. Our vision is to preserve and improve the overall health and well-being of all Californians.

This position is located in the MCOD, Managed Care Contract Oversight Branch, Office of the Ombudsman Section at 1501 Capitol Avenue, Sacramento, CA.

Department Website: https://www.dhcs.ca.gov/

Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 10/18/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Health Care Services
Mailing
Attn: Certification Technician
M.S. 1300
P.O. Box 997411
Sacramento , CA 95899-7411

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Health Care Services
Drop-Off

1501 Capitol Avenue, Suite 71.1501

Sacramento , CA 95814

08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - See Statment of Qualifications Section.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Customer service experience
• Call Center/ Phone experience
• Strong interpersonal communication skills
• Strong verbal and writing skills
• Insurance or Medi-Cal background preferred

Benefits
DHCS is dedicated to creating an innovative workplace for its team members that is inclusive, diverse, and interactive! Here are a few of the ways we stay engaged with our team:

• Continuous and ongoing training

• Diversity, Equity, and Inclusion program activities

• Employee Assistance Program (EAP)

Additionally, as a team member of the State of California, you may be eligible for many benefits, such as:

• Medical, including health, dental, and vision insurance.

• Paid Holidays and vacation/leave

• Defined retirement program

• Savings Plus Program (401(k), 457)

• Medical/Dependent Care Reimbursement Accounts

Full benefits information can be found on CalHR's California State Civil Service Employee Benefits Summary

DHCS 2023-2027 Strategic Plan provides more information about our commitment to serving Californians and organizational excellence.

Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Alyssa Ringor
(916) 633-0176
MCODPersonnel@dhcs.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Officer
(916) 440-7370
civilrights@dhcs.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Statement of Qualifications

Applicants must include a Statement of Qualifications (SOQ) for this recruitment. The SOQ is a narrative discussion prepared by the applicant describing how the applicant's skills, knowledge, abilities, education, training, and experience, qualify them for the position. The SOQ serves as documentation of each candidate's ability to present information clearly and concisely in writing. DHCS will not consider applicants who fail to provide an SOQ with their application. Resumes do not take place of the SOQ. Please answer the questions below. Your SOQ must be single-spaced, no more than two typewritten pages in length, Arial 12 pt font, and include at the top: the title, JC number, and your first and last name.

1. Describe your experience dealing with the public and/or providing customer service.

2. Describe your experience with Medi-Cal, Health Insurance or working in a call center environment.

Additional Information

This recruitment may be used to fill other vacancies.

Electronic applications are strongly encouraged.

Applicants who are using education to meet the minimum qualifications for this position are encouraged to upload and submit the appropriate documentation (transcript, degree, etc.) as "Extra Documents" in the job control.

Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.