Call Center Analyst

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 [email protected] , we are here to help walk you through the state hiring process!

You will find additional information about the job in the .

Working Conditions

Please see the Telework and Salary Information section below for telework, reporting location, and temporary statewide salary reduction details.

Special Requirements

Simple Application Steps

If you are interested in this position, complete the following simple steps:

1. Review the education and experience minimum qualifications (MQ’s) of the Analyst I CalCareers . See the Minimum Requirements section above.
2. Complete the statement of qualifications and the state application by clicking “Apply Now” above. See below for detailed application instructions.
3. Submit your application package with all required documents, which include the statement of qualifications - see the "Required Application Package Documents" section below.
4. Once you have applied, take the Analyst I Examination. CalCareers

This recruitment may be used to fill other vacancies.

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 be sure to add your name and job control number to the SOQ. Do not exceed one page. Please use Arial font size 12.

1. Can you describe your experience interacting with the public and while providing good customer service
2. Can you describe your experience working with Medi-Cal, health insurance programs, or in a call center environment?

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:

Ability to:

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

provides more information about our commitment to serving Californians and organizational excellence.

We need your help! Please let us know how you heard about our position by taking this brief optional survey: . This survey is not required to be considered for this position.

Telework and Salary Information

Telework: This position is currently eligible for 100% telework. 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.

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

Salary: 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. Please reach out to the hiring unit contact listed on this job advertisement for details.

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.
• Statement of Qualifications - See Statement of Qualifications Section.