What are the responsibilities and job description for the STAFF SERVICES MANAGER I position at Covered California?
At Covered California, we are working to improve the health of all Californians by assuring access to affordable, high-quality health care. Join us in an organization where you can make a difference in improving the healthcare journey for consumers.
How you’ll make an impact - If your passion lies in forging connections, excelling in communication, and working within a dynamic healthcare setting, this is the exciting job you’ve been waiting for.
As a Staff Services Manager I, you will - As the Staff Services Manager I, Operations Specialist at Covered California, you'll act as a subject matter expert on Medi-Cal policy, driving enhancements in call center operations and service quality. You will independently manage complex issues and projects, fostering connections between policy, technology, and operations to enhance service quality, and serve as a vital liaison between internal and external stakeholders. Through your detailed research and strategic planning, you'll play a crucial role in advancing our mission and positively impacting Californians' health access.
You’re a good fit if you are - You're a good fit if you are a proactive problem-solver with a deep understanding of healthcare related policy and its impact on service delivery, possess strong analytical skills with an ability to independently manage complex projects, and have a passion for enhancing stakeholder collaboration. If you're ready to lead with innovation, foster meaningful improvements, and drive strategic initiatives within Covered California, we encourage you to apply.
NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.
You will find additional information about the job in the Duty Statement.
Working Conditions
- This position may be eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California’s current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.- STAFF SERVICES MANAGER I
Additional Documents
- Job Application Package Checklist
- Duty Statement
Position Details
Department Information
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Department Website: Employment & Classification Services Unit
Special Requirements
The Statement of Qualifications (SOQ) must be a narrative discussion on how your education, experience, skills, and training meet the minimum and desirable qualifications to qualify you for the position. It also serves as documentation of your ability to present information clearly and concisely in writing. The SOQ must not exceed three pages in length (no more than one page per question) and must be typed in 12 pt. font and list each question before the answer. You must list your Name and Job Control Number in the header.
- Describe your experience managing a project or leading a process improvement initiative that required coordination across multiple teams or departments. How did you approach tracking progress, managing stakeholder expectations, and implementing changes? What challenges did you encounter, and how did you overcome them to achieve the final goal? Describe a scenario where your communication skills were pivotal in resolving a complex issue or facilitating a significant change within your team or organization. How did you tailor your communication approach to suit different audiences, including team members, leadership, and/or other external partners? What strategies did you employ to ensure clarity, foster understanding, and achieve consensus among all stakeholders? Include examples of your written and verbal communication used to achieve the desired outcome.
- Describe a scenario or project where you effectively utilized Microsoft Office Suite (Word, Excel, PowerPoint) and specific meeting platforms to achieve a specific objective or solve a complex problem. Please include details on the nature of the task, how you leveraged specific features of these tools to accomplish your goals, any challenges you encountered and overcame in the process, and the final outcome of your efforts.
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: 2/10/2025Who May 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
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
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 www.CalCareers.ca.gov. 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 required and must be included.
- Statement of Qualifications - Please attach your SOQ to your application. Applications received without a SOQ will not be considered. Resumes and cover letters will not be accepted in place of a SOQ. Please see above “Special Requirements” section for SOQ instructions.
Desirable Qualifications
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Demonstrated experience in effectively facilitating meetings and discussions with both internal and external stakeholders, ensuring collaborative problem-solving and decision-making. - Extensive experience in leading and managing complex projects, particularly those aimed at enhancing call center operations, service delivery, and consumer experience within a healthcare or similar setting.
- Demonstrated ability to use technology and software proficiently. This includes virtual meeting platforms and creating documents including Word, Excel and PowerPoint.
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Ability to conduct detailed planning, organization, and execution of projects that span across multiple departments and stakeholders, with a focus on improving operational efficiency and service delivery. - Knowledge of public health and health care services, programs and trends. The ideal candidate will demonstrate the ability to apply this knowledge in designing, implementing, and evaluating health programs and services to meet the evolving needs of multiple stakeholders.
Benefits
The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below:
CalHR Benefits Summary
CalHR Salary and Benefits Information
CalPERS Retirement Information
CalPERS Employer Contributions
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Department Website: Employment & Classification Services Unit
Human Resources Contact:
HRB-ECSU- DC
(916) 228-8386
careers@covered.ca.gov
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
(916) 999-8733
EEO@covered.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Pre-Employment Requirements
Per GC 100500 (f)(1)'...staff of the Exchange shall not be employed by, a consultant to, a member of the board of directors of, affiliated with, or otherwise a representative of, a carrier or other insurer, and agent or broker, a health care provider, or a health care facility or health clinic while serving on the board or on the staff of the Covered California. A member of the board or of the staff of the Exchange shall not be a member, a board member, or an employee of a trade association of carriers, health facilities, health clinics, or health care providers while serving on the board or on the staff of the Exchange.' Applicants who may fall under Government Code 100500(f)(1) will be considered ineligible for appointment with the Covered California.
Additional Application Instructions
All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry may be considered incomplete and may not be accepted:
- "To" and "from" dates (month/day/year)
- Hours worked per week
- Private sector job titles
- Supervisor name and phone number
- Job duties performed
- State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).
Personally Identifiable Information:
If you have additional questions regarding this advertisement or are having issues applying through CalCareers, please contact the Employment & Classification Services Unit at 916-228-8386 or careers@covered.ca.gov.
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.
