Call Center Analyst (Analyst I)

Job Description and Duties Why Join DHCS? The Department of Health Care Services (DHCS) is the backbone of California’s health care safety net. Our success is made possible by the hard work of more than 4,800 DHCS team members and through collaboration with the federal government and other state agencies, counties, and partners for the care of low-income families, children, pregnant women, older adults, and persons with disabilities. This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today! About this Role: The role of the Analyst I, under supervision of the Supervisor I, performs a variety of tasks to carry out the duties and functions associated with the Ombudsman Office. The Analyst I will receive close supervision from the Supervisor I and will assist the lead's and other staff within the unit. Initially, in a learning capacity, the incumbent will perform the less complex assignments and as incumbent progresses, will be assigned the full range of duties associated with the position. This classification was previously known as the Staff Services Analyst classification and is now referred to as the Analyst I classification, effective January 1, 2026. Have questions and/or need assistance? Contact recruit@dhcs.ca.gov, we are here to help walk you through the state hiring process! You will find additional information about the job in the Duty Statement. Special Requirements Simple Application Steps If you are interested in this position, complete the following simple steps: • Review the education and experience minimum qualifications (MQ’s) of the Analyst I CalCareers. See the Minimum Requirements section above. • Complete the statement of qualifications and the state application by clicking “Apply Now” above. See below for detailed application instructions. • Submit your application package with all required documents, which include the statement of qualifications - see the "Required Application Package Documents" section below. • Once you have applied, take the Analyst I Examination. CalCareers This recruitment may be used to fill other vacancies. Statement of Qualifications Requirement Section: 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. To be considered for the position, applicants must submit a complete Statement of Qualifications (SOQ) that is typed, single-spaced, one to two pages in length, and includes a header with the applicant's first and last name and Job Control number. Responses must directly address each SOQ question, be clearly numbered, and follow the exact order presented in the job advertisement. Applicants should provide specific examples that demonstrate their relevant experience, knowledge, skills, and accomplishments. 1. Relevant Background and Qualifications Please describe your knowledge of Medi-Cal and any related experience you have. If you do not have direct Medi-Cal experience, tell us about your experience with healthcare programs, health insurance, or customer service. 2. Customer Service and Problem Solving Describe a time when you helped a customer, client, or member of the public resolve a difficult or complex issue. Include how you gathered information, communicated with the individual and worked toward a resolution. What was the outcome? 3. Managing Workload and Priorities Tell us about a time when you worked in a high-volume environment while independently managing multiple assignments or competing priorities. How did you stay organized and ensure timely, accurate results? 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 experienceCall Center/ Phone experienceStrong interpersonal communication skillsStrong verbal and writing skillsInsurance or Medi-Cal background preferred