Contact Center Phone Agent

Job Title Contact Center Phone Agent Job Description The California Department of Managed Health Care (DMHC) operates a Contact Center Help Center that educates members about their health‑care rights and resolves complaints against health plans, ensuring a stable and accessible health‑care delivery system. Under the supervision of Supervisor 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. Working Conditions Locations: Downtown Sacramento and Rancho Cordova (close to light‑rail). Work environment: climate‑controlled cubicle or office with artificial lighting. Eligibility for hybrid telework; telework schedule depends on operational needs and state telework policy. Employees who telework must be California residents. Qualifications Must meet the minimum qualifications for the Analyst I classification (see Class Specification). A background investigation must be cleared prior to hiring; all applicants will undergo fingerprinting and a criminal record inquiry. Documentation such as high‑school or college transcripts may be required to verify education. Desirable Qualifications Ability to work a flexible work schedule during hours of operation. Knowledge of health‑care service programs and trends. Previous call center or similar experience. Excellent customer service skills. Strong oral and written communication abilities. Excellent interpersonal skills. High degree of initiative, independence, and flexibility. Ability to work well under pressure and maintain excellent attendance. Ability to work effectively in a team environment. Proficiency with PCs, including Microsoft Word, Excel, and CRM systems. Benefits Benefit information can be found on the CalHR and CalPERS websites. Special Requirements All applicants must clear a background investigation that includes fingerprinting and a criminal record check. No confidential personal information (e.g., Social Security Number, birthday) should be included in submitted documents. Contact Information Human Resources Contact: Recruitment View phone number on click.appcast.io View email address on click.appcast.io Hiring Unit Contact: Weda Thao View phone number on click.appcast.io 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, gender, sexual orientation, and other protected characteristics. #J-18808-Ljbffr California Department of Managed Health Care