Management Analyst

Job Summary The Department of Health Care Finance (DHCF), Office of the Health Care and Public Benefits Ombudsman and Bill of Rights, seeks a Management Analyst to assist the administration with handling customer inquiries, analyzing and evaluating the operation and program services of the administration. This role involves responding to inquiries from the general public regarding benefits eligibility, applicable laws and regulations, case management issues, and general information. The incumbent supports district residents covered by the Health Care Bill of Rights and helps ensure efficient service delivery. Duties and Responsibilities Respond to a wide variety of inquiries from the general public regarding the availability of public assistance benefits and eligibility of needy individuals in the District of Columbia, gather information through a systematic questionnaire and record all data in a computerized work-tracking system. Explain and encourage the use of agency and community resources to customers, evaluate their need for services, contact appropriate agencies as necessary, follow up on problem resolutions with case managers, and return calls to customers within a specified timeframe. Provide interpretations of applicable laws, regulations, and policies to customers regarding covered information, explain current criteria for benefits or obligations that apply directly to the individual. Support the planning, coordination, and evaluation of outreach and community engagement activities by assisting with work plans, tracking performance metrics, and assessing outreach effectiveness to inform program improvements. Collect and analyze data and service-utilization trends to identify emerging needs, monitor program impact, and support data‑driven decision making for targeted outreach and consumer assistance initiatives. Qualifications and Education Specialized Experience – To be creditable, at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression is required. Licenses and Certifications None Working Conditions/Environment The work is performed in an office setting and is sedentary in nature. Other Significant Facts Tour of Duty: Monday – Friday; 8:15 a.m. - 4:45 p.m. Duration of Appointment: Career Service/Regular Promotion Potential: Promotion Potential to Grade 11 Pay Plan, Series and Grade: CS-0343-9 Collective Bargaining: Covered under a collective bargaining unit, American Federation of State, County and Municipal Employees (AFSCME), Local 2401, and is subject to union dues through payroll deduction. Position Designation: Security sensitive; subject to pre‑employment checks (criminal background, consumer credit check, traffic record check, drug testing if applicable) and periodic criminal background checks for the duration of tenure. EEO Statement The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non‑merit factor. #J-18808-Ljbffr