Job Description

Job Description and Duties

This recruitment has been posted for more vacancies than currently exist as it may be used to fill additional identical vacancies which may occur within 180 days of the closing date of this bulletin.

The Department of Managed Health Care's Help Center assists health plan members with health care issues and through its regulatory authority ensures that managed health plan members receive the medical care and services to which they are entitled .

Under the supervision of the Staff Services Manager I, the Contact Center Phone Agent is responsible for addressing consumer calls and written inquiries that require in-depth review and analysis to resolve health plan issues.

Please let us know how you heard about this position by taking a brief survey: 

Leave Program (PLP) 2025 agreement:

Effective July 1, 2025, the California Department of Human Resources (CalHR) implemented the temporary Personal Leave Program 2025 (PLP 2025). PLP 2025 directs that each employee receive a temporary reduction in pay in exchange for PLP 2025 leave credits. The temporary salary reduction percentage and the number of PLP 2025 leave credits are based on the position’s associated bargaining unit. The salary range(s) included in this job advertisement do not include the temporary salary reduction.

You will find additional information about the job in the .

Working Conditions

The DMHC has locations in Downtown Sacramento and Rancho Cordova. Both locations are located close to light-rail with various amenities. The incumbent will work in a climate-controlled cubicle and/or office environment with artificial lighting.

This position may be eligible for hybrid telework. The telework schedule is permitted at the operational needs of the Department and is subject to change, consistent with the State Telework Policy and the DMHC’s Telework Policy. All employees who telework are required to be California residents and maintain California residency in accordance with Government Code 14200.

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation. The investigation will consist of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.

Any documents you submit for a job vacancy such as your state application, resume, cover letter, educational transcripts, etc. SHOULD NOT include ANY confidential information. Confidential information that should be excluded or removed from these documents include, but is not limited to, your Social Security Number (SSN), birthday, driver’s license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver’s license number will automatically be redacted upon submission.

Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are using education to meet the minimum qualifications for this position, you must submit a copy of your high school transcripts or college/university transcript(s). Unofficial transcripts may be accepted during the application process; however, submission of official transcripts may be required prior to appointment.

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:

• Knowledge and experience with health care service programs and trends
• Experience working in a call center environment
• Experience analyzing and applying information to work product
• Experience and knowledge of how to provide excellent customer service
• Excellent interpersonal skills
• Ability to work a flexible work schedule during hours of operation
• Ability to exercise a high degree of initiative, independence, and flexibility
• Ability to work well under pressure
• Ability to communicate well both orally and in writing
• Ability to work in a team environment
• Excellent attendance and dependability
• Knowledge and skill with PCs, such as Microsoft Word, Excel, Customer Relationship Management (CRM) systems, etc.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Additional Application Instructions

To be considered for this vacancy , please complete all applicable fields on the application form, including a list or description of previous/current occupational experience in the duties performed section.

Do NOT include your social security number on any submitted documents. If submitting your application via postal mail or in person, please notate RPA: 25-097 and Job Control: JC-497091 on your application.

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification for the Staff Services Analyst is located at the top of this Job Announcement Posting under Minimum Requirements.

Foreign Degrees or Transcripts – Applicants with foreign degrees or transcripts who wish to apply that coursework toward meeting the minimum qualifications of the classification must provide a transcript evaluation that indicates the number of units to which his/her foreign coursework is equivalent. DMHC accepts foreign transcript evaluations that are completed by one of the agencies approved by the California Commission on Teacher Credentialing.

PLEASE NOTE: If you are mailing your application, it must be postmarked by the final filing date. Hand-delivered applications must be submitted no later than 5:00 p.m. on the final filing date. Applications slipped under the door at the Human Resources Office will be stamped the following business day.

Eligibility for this classification requires the “equivalent to completion of the 12th grade”, candidates must submit high school transcripts or college/university transcript(s) to demonstrate the “equivalent to completion of the 12th grade” with their application package. Transcripts must include the date the diploma, certificate, or degree was awarded.

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 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.
• School Transcripts
• Statement of Qualifications -

  The Statement of Qualifications (SOQ) is a MANDATORY requirement to apply for this position. The SOQ will answer specific questions and provide insight to the hiring manager regarding the candidate’s education, training, experience, and skills to meet the minimum and desirable qualifications for the position.

  Please see section labeled Statement of Qualifications Instructions for further direction .

Job Tags

Similar Jobs