Address
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SalaryJob Description and Duties
The Escalations Resolution Unit is responsible for providing daily guidance and support to staff to meet Covered California's public service objectives. The SSM I oversee and manage each assignment to ensure timely and satisfactory resolutions of escalations and complaints. Develops a performance-oriented culture that results in an exceptional consumer experience as measured through performance metrics within the Consumer Relations & Resolution (CR&R) Branch.
As part of the CR&R Branch/Escalations Resolution, you will have a direct impact on the consumer experience, as well as play a vital role in helping our most vulnerable consumers. As an Escalations Resolution Manager, you will have the opportunity to mentor, coach, and develop your Analysts into successful and knowledgeable employees. You will also be responsible for ensuring your staff receives the necessary training and feedback for coaching and development. Create a results-driven, consumer focused and solutions-oriented environment that holds team members accountable for delivering individual and organizational results. If you have a strong leadership background, preferably working in a call-center environment, and have extensive experience interpreting and analyzing laws, rules, and regulations, apply to join our team today!
At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we’re looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the Service Center Division.
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
You will find additional information about the job in the Duty Statement.
Working Conditions
This position is a telework position. 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.Department Information
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Special Requirements
Statement of Qualifications (SOQ) Requirements: A Statement of Qualifications (SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below will not be considered.
A Statement of Qualifications (SOQ) must discuss how your education, training, and experience qualifies you for this position. The SOQ must be no more than two pages in length, 12 pt. Arial font, and must address each of the items listed below.
- Please describe your experience with consumer escalations, appeals, large-scale projects, or grievances. Describe the level of expertise and relevance to this position.
- Please explain your experience utilizing business process improvement skills or techniques to improve a process.
- Please explain your experience in developing, leading, and coaching effective teams.
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: 4/9/2024Who 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
- Experience with escalations, appeals, large-scale projects or grievances in a fast-paced contact/call center environment
- Demonstrated experience leading and/or managing teams, including coaching and development of highly analytical staff
- Strong communication and interpersonal skills, with demonstrated success in building collaborative relationships and engaging team members
- Excellent written and oral communication skills, including demonstrated ability to communicate effectively to a wide range of audiences.
- Demonstrated project and initiative, lead or management skills
- Experience reviewing and validating data, measuring and interpreting results, evaluating program effectiveness, interpreting regulations, and policy, procedures, and program development
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.
Human Resources Contact:
Employment & Classification Services Unit
(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) 228-8268
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.
