Complaint Analyst

About the role

The DMHC Help Center educates members about their health care rights and resolves complaints against health plans to ensure a stable and accessible health care delivery system. Under the supervision of a Staff Services Manager, the Analyst I 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.

Responsibilities

• Evaluate, monitor, and resolve standard complaints and health program activities within the Standard Complaint Branch (SCB).
• Perform technical, consultative, administrative, and programmatic work within the SCB.

Working conditions

• 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.

Requirements

• Must be a current state employee 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).
• Must meet the Minimum Qualifications stated in the Classification Specification(s).
• Background Investigation must be cleared prior to being hired. All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation consisting of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.
• If using education to meet the minimum qualifications, 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.

Desirable qualifications

• Health care insurance and/or health care services experiences.
• 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.
• 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).

Pay

• Range A: $3,861.00 – $4,839.00
• Range B: $4,181.00 – $5,233.00
• Range C: $5,014.00 – $6,276.00
• New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Additional information

Position details: Job Code #: JC-528682 | Position #(s): 409-161-5157-921 | Working Title: Complaint Analyst | # of Positions: 1 | Work Location: Sacramento County | Telework: Hybrid | Job Type: 12 Month Limited Term, Part Time – 1/2 Time

Final Filing Date: 8/25/2026

Department website: http://www.dmhc.ca.gov

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.

Mail to: Department of Managed Health Care, DMHC Recruitment, Attn: Human Resources Office, 980 9th Street, Suite 500, Sacramento, CA 95814

Drop-off: Department of Managed Health Care, DMHC Recruitment, Human Resources Office, 980 9th Street, Suite 500, Sacramento, CA 95814. Please call the DMHC HR Office (916)322-8437 to drop off your application between 08:00 AM – 05:00 PM.

Required application documents

• 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 optional. It may be included, but is not required.
• Statement of Qualifications – The Statement of Qualification (SOQ) is a MANDATORY requirement to apply for this position. The SOQ 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.

Contact information

Human Resources Contact: DMHC Recruitment, (916) 322-8437, Recruitment@dmhc.ca.gov

Hiring Unit Contact: Weda Thao, (916) 255-3894, Weda.Thao@dmhc.ca.gov

EEO Contact: EEO Office, (916) 738-3394, EEO@dmhc.ca.gov

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice)

This response is AI-generated, for reference only.