Call Center Analyst

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 View email address on click.appcast.io , we are here to help walk you through the state hiring process!


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

Working Conditions


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


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

• ANALYST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-537599


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

Working Title:
Call Center Analyst


Classification:
ANALYST I $3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.


# of Positions:
Multiple


Work Location:
Sacramento County


Telework:
Telework


Job Type:
Permanent, Full Time


Department Information
DHCS' purpose is to provide equitable access to quality health care leading to a healthy California for all.


DHCS is a dynamic organization with ambitious goals and talented, committed employees. We work hard every day to fulfill our vital responsibility to support the delivery of quality health care to Californians. DHCS is committed to addressing disparities within our organization and in our communities through efforts toward greater diversity, equity, and inclusion. This is accomplished, in part, by a commitment toward employing a diverse workforce that reflects the many communities we serve, and by promoting and enforcing equal employment opportunity.


Take a look at some of DHCS' recent projects and happenings that our Department has accomplished in the DHCS Newsroom .


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?

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: 11/13/2026
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 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 JC-500152
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
Mailing
Certification Section JC-500152
M.S. 1300
P.O. Box 997411
Sacramento , CA 95899-7411
Monday - Friday (excluding holidays)
08:00 AM - 04:00 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 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.

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


Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Alyssa Ringor
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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
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California Relay Service: View phone number on click.appcast.io (TTY), View phone number on click.appcast.io (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.


Telework and Salary Information


Telework: This position is currently eligible for 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.


Additional Information


Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.


Paper applications must include a signature. Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.


Applicants must state their basis of eligibility (List Eligibility, Lateral Transfer, Reinstatement, T&D, or Surplus/SROA), and the Job Control (JC) number and/or position number in the "Examination(s) or Job Title(s), For Which You Are Applying" section on the STD. 678. Surplus/SROA candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e., social security number, date of birth, etc.) as well as any information regarding your LEAP eligibility and/or exam scores from your documents prior to submission.

All information on the Employment Application (STD 678) must be completed. Applicants should include all employment history on the Employment Application (STD 678), including detailed job descriptions, hours worked per week, and start/end dates (MM/DD/YYYY).

You must complete the Duties Performed section on the application.

Resumes or other documents may not be substituted for the Employment Application (STD 678).


If applying electronically, please note that CalCareers no longer allows applicants to withdraw their applications. If you need assistance to withdraw your application, please contact the Recruitment Section at View email address on click.appcast.io . For all other questions regarding your CalCareer account, please contact CalHR's CalCareers Unit at View phone number on click.appcast.io or View email address on click.appcast.io .


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.