***HCPF MOO Client Services Division Only*** Training and Quality Assurance...

STATE OF COLORADO RESIDENCY REQUIRED AT TIME OF APPLICATION This recruitment is open only for HCPF MOO Client Services Division Employees Only. NOTE: This announcement may be used to fill multiple openings... The Department of Health Care Policy & Financing (HCPF) oversees and operates Health First Colorado (Colorado's Medicaid Program), Child Health Plan Plus (CHP+), and other state public health programs for qualified Coloradans. Our mission is to improve health care equity, access and outcomes for the people we serve while saving Coloradans money on health care and driving value for Colorado. We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities. We are looking for a Training and Quality Assurance Unit Analyst to join our Client Services Division within the Medicaid Operations Office! The Client Services Division (CSD) is responsible for the Member Contact Center (MCC), the CSD Operations Team and the MCC Quality Assurance and Training Unit. The Member Contact Center (MCC) is the Department’s main, centralized member contact and assistance center for inquiries and problem resolution for all medical assistance programs managed by the Department. The MCC provides assistance through its call center, email in-box and on-line chat, assisting members in accessing health care, understanding the services and benefits of their coverage plan, navigating the health care delivery system in addition to providing general information to the public. The CSD Operations Team provides operational support for the technical systems used within the Client Services Division including data analysis, technical troubleshooting, system updates and implementation and contract management services. The CSD Operations Team is also responsible for managing the PEAK Help Desk, which supports members accessing public assistance programs through the PEAK website. The Quality Assurance and Training Unit monitors the Quality Assurance (QA) Program, manages the training curriculum and program for the Client Services Division. The QA Program includes call monitoring, call reviews, quality analysis, coaching and developmental support to the agents within the MCC. The Training Team manages, designs and delivers training curriculum for both New Hire and On-going classes, assists with QA monitoring, coaching and over the shoulder support for agents. The team supports PEAK Pro users statewide with accessing PEAK and delivering training and troubleshooting. As part of the State of Colorado, HCPF offers a competitive benefits package: • PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans • Medical, Dental, and Vision insurance coverage • Automatic Short-Term and Optional Long-Term Disability Coverage • Life and AD&D Insurance • Flexible Spending Accounts (FSAs) • Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML) • 11 Paid Holidays Annually and Accrued Annual and Sick Leave • Accrued Sick Leave for State of Colorado Temporary Employees • Flexplace and Flextime work arrangements • Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program • Free RTD EcoPass to all eligible State Employees • Credit Union of Colorado Membership Eligibility • Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://www.colorado.gov/pacific/dhr/student-loan-forgiveness-programs. https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs We are onboarding new employees using a hybrid approach. The Department supports flexible work arrangements. Depending on the business need and description of the position, we have options that range from hybrid, to full-time in the office. Specific discussions about the schedule will be discussed during the offer stage. Duties include, but are not limited to: • Supporting the Training and Quality Assurance Unit for the Department of Health Care Policy and Financing (HCPF) Member Contact Center (MCC) • Reviewing and evaluating policies, practices, programs, and work methods to develop and curate reference material for the MCC • Gathering and organizing data from Department staff, and analyzing the data to develop material for use in guiding agents to answer questions from callers • Identifying the audience, needs, information, methods and materials for use in reference material for a variety of stakeholders, both internal staff and other connected call centers • Determining the comprehension level of the reference material in order to ensure its proper application and use in reference material • Designing and developing references in response to issues that the MCC answers and callers identify • Maintaining and updating reference material to ensure accurate representation • Seeking continuous improvement and identifying areas of need within the MCC • Supporting agents and MCC QA Analysts by completing a limited number of call QA scores to stay current with call handling process standards and member inquiries • Keeping the MCC training updated and current • Other duties as assigned Residency Requirement: This posting is only open to residents of the State of Colorado at the time of submitting your application. Class Code & Classification Description: H1C3XX ANALYST III MINIMUM QUALIFICATIONS: There are two ways to qualify for this position: Option 1: Experience Only: Six (6) years of related professional experience in a Customer Service or Contact Center. Option 2: Education and Experience: A bachelor's degree from an accredited institution in a related field and two (2) years of professional experience in a Customer Service or Contact Center. Appropriate education will substitute for the required experience on a year-for-year basis. Relevant education will be calculated as the following: • An associates will count as two years of experience • A bachelor's will count as four years of experience • A masters degree will count for six years of experience • A doctorate or juris doctorate degree will count for seven years of experience PREFERRED QUALIFICATIONS • Prior state experience in Call Center Quality Assurance, Adult Education, Training, Professional Development Services, or Knowledge Article Creation Appeal Rights: An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director. As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director. Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action. For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, atspb.colorado.gov/board-rules. How to Apply (PLEASE READ CAREFULLY) Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered. Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below. Comparative Analysis Process The comparative analysis process will consist primarily of a review of applications against the minimum and preferred qualifications of this position. Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of candidates who may be invited for a final interview. Depending on the size of the applicant pool, additional selection processes may be utilized to identify a top group of candidates. Applicants will be notified of their status via email. Failure to submit properly completed documents by the closing date will result in your application being rejected. ADAAA Accommodations: The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law. The Department of Health Care Policy & Financing is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Virginia Miller, at virginia.miller@state.co.us. The Department of Health Care Policy & Financing does not offer sponsored visas for employment purposes