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Salary: $2,951.00 - $3,588.00
Posted: 06/21/2013

Job Description:
Quality Assurance Service Center Representative (Program Technician III)

Join us as part of the California Health Benefit Exchange (HBEX) a new Department which will improve the health of all Californians by assuring their access to affordable, high quality care. We are looking for enthusiastic and motivated individuals seeking a Program Technician III position to join our team.

There are multiple vacancies in our Service Center located in Rancho Cordova in the following Program Area:


Under the general direction of the Supervising Program Technician III SPT) in Process Improvement, the Program Technician III (PT) reviews and analyzes a broad representative sample of incoming customer calls for quality assessment/assurance purposes. In an area of great expectations for the Exchange, quality customer service is of paramount importance. A team of Program Technicians are dedicated to reviewing, monitoring and recording the performance, accuracy of information provided by the Service Center Representatives (SCR), and the quality of the customer service provided to each individual customer.

JOB DUTIES: Performs inquiry evaluations, utilizing the Exchange’s electronic quality monitoring system, to review and assess a broad, representative sample of incoming member calls, internally elevated calls, outgoing customer calls, and written responses to customer inquiries. Reviews and assesses call recordings and written responses to evaluate them against criteria outlined in the Service Center Representative Guide (Guide); reviews are made of phone calls received and made, emails, and chat line conversations; uniformly applies the scoring criteria to ensure all representatives are evaluated consistently and fairly; evaluates and analyzes a broad sampling of call recordings and written responses including various times of the day, days of the week, and call durations to ensure sampling adequately represents the customers’ experience; coordinates with peer staff to provide each representative with at least the minimum number of monthly evaluations set by the Process Improvement Manager; brings issues identified during evaluation to the attention of the SPT and the Process Improvement Manager, and recommends options for resolution; quickly adjusts to new evaluation criteria as process or policy changes are incorporated into the Guide; participates fully in calibration discussions and collaborates with peers and the leadership team to achieve consistency and minimal variance across all evaluators; maintains strict confidentiality regarding sensitive employee performance and customer issues observed through the call review process.

At the request of management or supervisor, searches database for specific customer calls and records them onto a CD for use by management reviews; conducts in-depth contact studies and reviews voice of the customer feedback to identify opportunities for customer service or internal process improvement; reviews voice of the customer feedback; provides training with call and online message examples that support specific training objectives; serves as a quality assurance subject matter expert on training curriculum content and design; examines process flow, technology, work rules, and policy and highlights roadblocks, hurdles, and other quality of service deterrents.

On occasion and as a back-up respond to inquiries and resolves customer-related issues from Exchange customers, their beneficiaries, and other interested parties; assists SCRs with answering customer inquiries by providing technical information and guidance through the elevated queue and responding directly to the more difficult customer questions or complaints.

Develops and maintains advanced-level business knowledge of the Exchange to ensure accuracy of quality evaluations and maximize one-stop customer service. Possesses, acquires, and maintains the technical and business expertise required to do the job effectively and to create helpful customer solutions; demonstrates an understanding of new information and continually strives to build knowledge; stays current with broadcast messages, emails, and other written materials, and consistently completes all assignments and training within minimum standards; continually maintains a working knowledge of Exchange policies and procedures, hot topics, and pending legislation.

Professionally and effectively represents Process Improvement on project teams. Leads or participates on Process Improvement project teams to assess data and recommend process improvements; develops better or faster ways to accomplish tasks; works cooperatively with others to produce innovative solutions; effectively communicates the Division’s perspective on cross-functional teams; anticipates possible problems and develops recommendations for resolution; provides regular project updates to leadership and training, as appropriate, to Process Improvement staff.


WORK HOURS: Willingness to work a shift starting as early as 8:00 a.m. or ending as late as 8:00 p.m.

Must be flexible to work days/nights, weekends and select holidays as needed.

Call Center metrics and reporting software; experience in measuring call center performance

Customer service applications, Microsoft Word, Outlook, and Excel applications

The Exchange is fast-paced with a need for creativity, self-motivation and organizational skills. If you are interested in a challenging, opportunity in a highly team oriented environment you are encouraged to apply.

BACKGROUND CHECK: All applicants not currently employed with the California Health Benefit Exchange- Service Center may 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 to disclose criminal records.


If you are interested in an opportunity to work in a highly team oriented environment, you must have eligibility in one of the following areas: List, lateral transfer, reinstatement, or surplus:

1. Schedule and take the Program Technician III examination. To do so, please view the exam bulletin at: for full instructions.
2. Once you have taken and successfully passed the examination, you will be added to the eligibility list.
3. Now you are eligible to apply for a job vacancy for that classification.
4. In order to help process your application, please submit a copy of your completed Standard State Application (STD 678) along with a copy of your examination results to the address provided below. You can find your results at:

SROA/surplus/reemployment employees are encouraged to apply. Surplus candidates must attach a copy of their surplus letter.

All applicants must submit a signed Standard State Application (STD 678) to the address provided below. Please indicate: SERVICE CENTER/SUPPORT SERVICES/PROCESS IMPROVEMENT/QUALITY ASSURANCE on the first page of your application.

Indicate the basis of your eligibility in the Explanations field on the first page of your standard state application.

Applications will be reviewed based on eligibility and desirable qualifications and only the most qualified will be interviewed.

Benefit information can be found on the CalHR website,, and the CalPERS website,

Additional Information:

Working Title Position Number
Program Technician III-Multiple Quality Assurance positions 801 - 310 - 9929 - VAR
Location County
California Health Benefit Exchange/Covered California SACRAMENTO
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
08/22/2013 None Specified
Contact Unit/Address Contact Name/Phone
California Health Benefit Exchange
560 J Street, Suite 290
Sacramento, 95814
Heidi Holt-PTIII QA

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Notice: If you are not a current or former State employee, you must first take an examination to obtain list eligibility. This does not apply to Student Assistant vacancies. Learn all about it.

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.