About the Department
Management Analyst 4 (MA4/AHSO/OPS) – Internal Only
71028567
This opportunity is internal and available to current HCA employees only.
This position supports the Health Care Authorities’ (HCA) mission to provide access to medical care for all eligible Washington residents by providing operational support to the Medical Assistance Customer Service Center (MACSC) and Coordination of Benefits and Claims Office (COBCO) sections. The ideal incumbent is an expert in project management, process improvement, data analysis, and call center operations. If you are looking for meaningful work with an organization that values work life balance and gives room for growth, please apply!
All HCA employees will apply an equity lens to their work, which may include but is not limited to all analyses of core business and processes.
About the division:
The Apple Health Services and Operations Division (AHSO) works across HCA and in partnership with the health care community at local, state and federal levels, in order to develop, and manage high quality, and evidence-based health care programs and purchase services that enhance Apple Health (Medicaid) clients' ability to access appropriate, quality health care.
About the position:
This role joins the Analytics and Projects team within Operations and supports AHSO by providing deep expertise in MACSC processes, systems, and call center operations. The right candidate is passionate about improving customer experience and will help us streamline and strengthen delivery of customer service through operational activities. This is a high-impact role that offers variety, influence, and room to grow.
This position is eligible to telework and is typically not required to report on-site. The default assigned work location of all Health Care Authority (HCA) positions – both on-site and telework eligible positions – is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs. All agency employees are required to report on-site in Olympia on their first and last days of employment to pick up and return state-issued equipment, regardless of telework status or location.
Position Duties
Some of what you will do:
- Maintain accurate procedures and resources for use by customer service staff in accordance with state and federal policies and regulations.
- Lead projects and process improvement workgroups that improve operational processes or the Medicaid client customer experience.
- Develop and coordinate communications to the division to ensure all levels of staff are prepared for changes to programs and there is alignment of messaging between supervisors, leads, and customer service staff.
- Collaborate with IT and Telephony on system and call flow enhancements that improve the Medicaid client or AHSO staff experience.
- Participate in technology upgrades that enhance AHSO business processes by advocating on behalf of AHSO staff and Apple Health customers for best-case user experiences and coordinate the business-unit side of implementation.
- Perform legislative analysis and identify impacts, concerns, and risks of proposed legislation on AHSO activities and Medicaid clients.
- Perform research, analyze data, and provide consultation to senior-level management in developing strategies for the use of available resources to meet the needs and priorities of the division.
Minimum Qualifications
Required qualifications:
Qualifying candidates will meet one of the following criteria options:
Option 1:
- Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field.
- Four (4) years of experience conducting research and analyzing policies, laws, rules, or regulations.
Option 2:
- Associate’s degree in business administration, public administration, law, public health, health administration, or a related field.
- Six (6) years of experience conducting research and analyzing policies, laws, rules, or regulations.
Option 3:
- Eight (8) years of experience conducting research and analyzing policies, laws, rules, or regulations.
Required competencies:
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Preferred qualifications:
Project and Process Leadership
- The initiative to analyze, develop, and implement changes that improve how work is done, streamline workflows, and enhance the customer experience.
- Demonstrated ability to lead workgroups through the continuous improvement cycle (DMAIC: Define, Measure, Analyze, Improve, Control, or PDCA: Plan, Do, Check, Act) to systematically solve problems, identify root causes, implement solutions, and sustain improvements for better quality and efficiency.
- Proficiency with Medicaid Customer Service Delivery and Software
- Demonstrates knowledge of customer service delivery for Medicaid clients, including core functions of the Medical Assistance Customer Service Center and relationships to partner call and contact centers that support Medicaid programs.
- Demonstrates proficiency with tools like Microsoft Office Suite (especially Excel, Word, and PowerPoint). Previous experience with Siebel, ProviderOne, ServiceNOW, Avaya Workplace, CMS Supervisor, and SharePoint a plus.
Strategic Development and Implementation
- Demonstrated ability to apply advanced judgement to evaluate options and outcomes; audit current processes, identify inefficiencies, evaluate the feasibility of changes, and lead efforts to re-develop work processes for maximum efficiency and quality to address challenges and improve processes.
Communication and Interpersonal Skills
- Clearly communicates complex ideas verbally and in writing to various levels of the organization.
- Demonstrated ability to work collaboratively, establish and maintain effective relationships, and facilitate cooperative working relations.
- Uses active listening skills to understand customer, employee, and management needs.
- Demonstrated ability to write reports, create presentations, and provide consultation to leadership and staff.
Advanced Analytics and Problem Solving
- The ability to gather, interpret, and evaluate various types of data – such as operational productivity and inventory – to identify issues and trends, form accurate conclusions, and make effective recommendations.
- The capacity to identify root causes of problems and think creatively to find innovative solutions for complex business challenges.
- The ability to analyze and evaluate proposed legislation by summarizing the bill, identifying operational impacts to the division, and providing senior-level recommendations to leadership about how to operationalize the change.
Executive Consultation
- Analyzes highly complex, multidimensional issues and provides senior-level consultation to management and staff on strategic or long-range impacts.
How to apply:
Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position, you will need to complete your profile which includes three professional references and attach in separate files:
- A cover letter that specifically addresses how you meet the qualifications for this position
- Current resume
To take advantage of veteran preference, please do the following:
- Attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or USDVA signed verification of service letter.
- Please black out any PII (personally identifiable information) data such as social security numbers. Include your name as it appears on your application in careers.wa.gov.
Other Qualifications
About HCA:
Functioning as both the state's largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.
There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents.
What we have to offer:
- Meaningful work with friendly co-workers who care about those we serve Voices of HCA
- A clear agency mission that drives our work and is person-centered HCA's Mission, Vision & Values
- A healthy work/life balance, including alternative/flexible schedules and mobile work options.
- A great total compensation and benefit package WA State Government Benefits
- A safe, pleasant workplace in a convenient location with restaurants, and shopping nearby.
- And free parking!
Notes:
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment.
HCA is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. HCA has five employee resource groups (ERGs). ERGs are voluntary, employee-led groups whose aim is to foster a diverse, inclusive workplace aligned with HCA’s mission. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Studies have shown women, racial and ethnic minorities, and persons of disability are less likely to apply for jobs unless they feel they meet every qualification as described in a job description. Persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are also encouraged to apply. If you have any questions about the required qualifications or how your experience relates to them, please contact us at [email protected]. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact Angelic Matthews at [email protected]
The Washington State Health Care Authority (HCA) is an E-Verify employer. All applicants with a legal right to work in the United States are encouraged to apply.
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
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