Job Posting: Service Center Representative

Covered California

JC-266303
-
Service Center Representative
PROGRAM TECHNICIAN II

$3,291.00 - $4,125.00 per Month

Final Filing Date: 9/11/2021

Job Description and Duties

Join the Covered California team!


Are you looking to get your foot in the door with the State? Do you have at least 2 years of customer service experience? Become a part of our Rancho Cordova Service Center!

 

As the Customer Service Center Representative, you will be responsible for completing inbound and outbound calls to assist consumers with enrolling in health coverage. You will be able to gain experience working in systems such as Salesforce and the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS), as well as improve upon existing Microsoft Office skills. If you are looking for an opportunity where you can directly help consumers, submit your application today!

 

Review the full job description to learn more about the duties and responsibilities of this position.

Pay Differential: If selected, incumbents will receive a call center pay differential and be compensated an additional $150 per month.

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.

 

This position is located in Sacramento County, but full-time or near full-time remote work is likely during COVID-19 pandemic emergency response efforts and may be possible in the post-COVID-19 pandemic environment.

 

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.

 

NOTE: Possession of minimum qualifications will be verified prior to an interview and/or appointment. If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-266303
Position #(s):
801-310-9928-VAR
Working Title:
Service Center Representative
Classification:
PROGRAM TECHNICIAN II
$3,291.00 - $4,125.00
# of Positions:
Multiple
Work Location:
Sacramento County
Job Type:
Permanent, Full Time
Work Shift:
8:00 am - 5:00 pm
Work Week:
Monday-Friday

Department Information

Covered California works to improve the health of all Californians by assuring their access to affordable, high quality care. At Covered California, we recognize our employees are our most valuable asset. Our employees are the vital link that ensures that our vision, mission, and values are fully realized. 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!

 

We offer an award-winning wellness program, inclusive and diverse atmosphere, employee recognition programs, on site fitness centers at our Sacramento and Service Center locations, and free parking at all of our locations!

 

Life can change in an instant – so can your career!

 

Learn more about why Covered California is an employer of choice on our website.

Special Requirements

Statement of Qualifications (SOQ) Instructions: A 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 typed, 12 pt. Arial font, and no more than two pages in length. Each response must be numbered and must address each of the items listed below.

  1. Please describe a time when you provided excellent customer service.
  2. Please describe your experience and proficiency with Microsoft Office Suite or similar computer applications.

 

For assistance in completing the SOQ, you may want to consider watching the following video from CalHR's Training Catalog: Basics of Writing a Strong Statement of Qualifications.

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: 9/11/2021

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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 www.CalCareers.ca.gov. 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:

Covered California
Attn: HRB-ECSU-ZCM
1601 Exposition Blvd
Sacramento, CA 95815

Address for Drop-Off Application Packages

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

Covered California
HRB-ECSU-ZCM
1601 Exposition Blvd
Sacramento, CA 95815
Monday-Friday
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 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 - Statement of Qualifications (SOQ) - Please attach your SOQ to your application. Applications received without an SOQ will not be considered. Resumes and cover letters will not be accepted in place of an SOQ. Please see the above “Special Requirements” section for SOQ instructions.
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:
  • Experience in and knowledge of public health and health care industry services, programs, and trends
  • Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel)
  • Experience in delivering professional verbal and written communication
  • Experience providing customer service, specifically in a call center environment
  • Experience with call center phone equipment and systems

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

Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records.

 

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

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

 

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 will be considered incomplete and will 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:

Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package.

 

Recruitment Questionnaire:

Applicants are highly encouraged to complete a Recruitment Questionnaire.

 

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.