staff services analyst

The Department of Managed Health Care's Help Center assists health plan members with health care issues and through its regulatory authority ensures that managed health plan members receive the medical care and services to which they are entitled.

Under the supervision of a Staff Services Manager, I the Staff Services Analyst (SSA) is assigned the less complex program-related responsibilities that requires effective interpretation and implementation of the Knox-Keene Health Care Service Plan Act of 1975 (KKA), Title 28 of the California Code of Regulations (CCR), consumer/enrollee contracts, i.e., Evidence of Coverage, and program policies and procedures. The Standard Complaint Branch (SCB) incumbent is responsible for evaluating, monitoring, and resolving standard complaints and health program activities. The incumbent will perform technical, consultative, administrative, and programmatic work within the SCB.

Please let us know how you heard about this position by taking a brief survey: DMHC Recruitment Survey

Leave Program (PLP) 2025 agreement:

Effective July 1, 2025, the California Department of Human Resources (CalHR) implemented the temporary Personal Leave Program 2025 (PLP 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.

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

Working Conditions

The DMHC has locations in Downtown Sacramento and Rancho Cordova. Both locations are located close to light-rail with various amenities. The incumbent will work in a climate-controlled cubicle and/or office environment with artificial lighting.

This position may be eligible for hybrid telework. The telework schedule is permitted at the operational needs of the Department and is subject to change, consistent with the State Telework Policy and the DMHC's Telework Policy. All employees who telework are required to be California residents and maintain California residency in accordance with Government Code 14200.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-498439

Position #(s):

Working Title:

Complaint Analyst

Classification:

STAFF SERVICES ANALYST

$3, $4,839.00 A

$4, $5,233.00 B

$5, $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:

1

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

12 Month Limited Term, Part Time - 1/2 Time

Department Information

The mission of the Department of Managed Health Care (DMHC) is to is to ensure health plan members have access to equitable, high-quality, timely, and affordable health care within a stable health care delivery system. The DMHC accomplishes its mission by ensuring the health care system works for consumers. The Department protects the health care rights of 30.2 million Californians by regulating health care service plans, assisting consumers through a consumer Help Center, educating consumers on their rights and responsibilities and preserving the financial stability of the managed health care system.

DMHC values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. DMHC believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join DMHC and help us improve the lives of all Californians.

If you are interested in learning about the Department of Managed Health Care (DMHC) culture from the perspective of someone like yourself, contact our Someone Like Meprogram. Within five business days of your request to participate in the Someone Like Me program, you will be matched with a DMHC employee with a similar background to discuss the DMHC's culture. This program is not part of, or in any way affiliated with the application or hiring process. Prospective employees must complete the application process on Cal Careers (e.g., submit your application within the specified timeframes on the job posting) to be considered for hire at the DMHC. None of the information you provide through the Someone Like Me program will be relayed to the Hiring Unit.

Department Website:

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation. The investigation will consist of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.

Any documents you submit for a job vacancy such as your state application, resume, cover letter, educational transcripts, etc. SHOULD NOT include ANY confidential information. Confidential information that should be excluded or removed from these documents include, but is not limited to, your Social Security Number (SSN), birthday, driver's license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver's license number will automatically be redacted upon submission.

Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are using education to meet the minimum qualifications for this position, you must submit a copy of your high school transcripts or college/university transcript(s). Unofficial transcripts may be accepted during the application process; however, submission of official transcripts may be required prior to appointment

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: 11/19/2025

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 Managed Health Care

DMHC Recruitment

Attn: Human Resources Office

980 9th Street, Suite 500

Sacramento, CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Managed Health Care

DMHC Recruitment

Human Resources Office

980 9th Street, Suite 500

Sacramento, CA 95814

08:00 AM - 05:00 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.
• School Transcripts
• Other -

The Supplemental Questionnaire (SQ) is a MANDATORY requirement to apply for this position. The SQ will answer specific questions and provide insight to the hiring manager regarding the candidate's education, training, experience, and skills to meet the minimum and desirable qualifications for the position.

Please see section labeled Supplemental Questionnaire Instructions for further direction

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:

• Candidates with health care insurance and/or health care services experiences strongly advised.
• Knowledge of principles, practices, and trends with health care insurance;
• Ability to work in a fast-paced and customer service-oriented program environment and to organize/prioritize workload to meet demands;
• Experience analyzing complex issues and or writing recommendations;
• Ability to work well under pressure and meet deadlines;
• Ability to perform multiple tasks with accuracy, precision and neatness;
• Ability to provide accurate, clear, and timely advice and direction;
• Independently resolve consumer complaints within a short time frame;
• Provide excellent oral and written communications;
• Good organizational skills to ensure timely and accurate resolution of complaint cases
• Work well under pressure
• Demonstrated ability to act independently, with open-mindedness, flexibility, and tact;
• Knowledge and proficiency in the use of personal computers and standard office software (i.e. Outlook, Word, Excel, Access and PowerPoint.)

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Contact Information

The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.

Department Website:

Human Resources Contact:

DMHC Recruitment

Hiring Unit Contact:

Weda Thao

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 Office

California Relay Service: TTY), Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Additional Application Instructions

To be considered for this vacancy, please complete all applicable fields on the application form, including a list or description of previous/current occupational experience in the duties performed section.

Do NOT include your social security number on any submitted documents. If submitting your application via postal mail or in person, please notate RPA: and Job Control: JC on your application.

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate's ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification for the Staff Services Analyst is located at the top of this Job Announcement Posting under Minimum Requirements.

Foreign Degrees or Transcripts – Applicants with foreign degrees or transcripts who wish to apply that coursework toward meeting the minimum qualifications of the classification must provide a transcript evaluation that indicates the number of units to which his/her foreign coursework is equivalent. DMHC accepts foreign transcript evaluations that are completed by one of the agencies approved by the California Commission on Teacher Credentialing.

PLEASE NOTE: If you are mailing your application, it must be postmarked by the final filing date. Hand-delivered applications must be submitted no later than 5:00 p.m. on the final filing date. Applications slipped under the door at the Human Resources Office will be stamped the following business day.

Eligibility for this classification requires the "equivalent to completion of the 12th grade", candidates must submit high school transcripts or college/university transcript(s) to demonstrate the "equivalent to completion of the 12th grade" with their application package. Transcripts must include the date the diploma, certificate, or degree was awarded.

Supplemental Questionnaire Instructions

To be considered for this position, you must submit a Supplemental Questionnaire (SQ) with your application.

The Supplemental Questionnaire (SQ) is a narrative discussion of how the candidate's education, training, experience, and skills qualify them for the position. The SQ serves as documentation of each candidate's ability to present information clearly and concisely in writing. The SQ is required to elicit information regarding each candidate's interest and experience in relation to this position.

Please follow the SQ formatting instructions:

• In Header: Job Control (JC) # _Supplemental Questionnaire_First Name_Last Name
• Use 12-point Arial Font
• No more than two (2) pages in length, single spaced, using one-inch margins
• List SQ responses in numerical order

Please address the following topic areas:

1. Provide examples of your experience analyzing issues with reference to the appropriate interpretation and application of various laws, regulations, and/or policies and procedures.

2. Tell us about a time when you changed your style to work more effectively with a person from a different background.

3. Describe a situation in which you had to address a problem with a dissatisfied customer.

Applicants who do not submit a SQ with their application packet, in accordance with the instructions will be disqualified from consideration for this position. Cover letters, resumes and applications will not take the place of the SQ.

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.