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Salary: $4,619.00 - $5,616.00
Posted: 06/17/2013

Job Description:
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 Research Analyst II -General- position to join our team.

We have one vacancy in the following Program Area:


Customer Service is the first point of contact for the Exchange customers. Communication channels include telephone, email, chat, co-browse and written correspondence. Service Center Agents are the first point of contact for Exchange customers via the Automated Call Distribution System in response to health insurance plans and options. The Exchange Knowledge Management Staff collaborate with stakeholders to achieve Service Center performance objectives and maximize customer satisfaction. Service Center staff support each other by demonstrating required productivity levels, consistent schedule adherence, and minimal unplanned absences. All staff are expected to demonstrate diplomacy and professionalism, and to treat each internal and external customer with dignity and respect while working to resolve customer issues.

Under supervision of the Staff Services Manager II, the Research Analyst II (RA II) performs more advanced technical research and statistical analysis for the knowledge management database, and provides day-to-day oversight of various qualitative and quantitative call center research projects for purposes of evaluating the Call Center’s effectiveness and efficiency and the quality of the customer service provided.

• Knowledge of and ability to utilize research methods and techniques; application of computerized models to research data; statistical and other methods used in the analysis and project of data; survey methods and analytical techniques, and operation search methods; plan and carry out research projects.
• Knowledge of and ability to identify project or proposal and to examine, investigate, scrutinize and evaluate data; make recommendations based on findings.
• Ability to communicate effectively to individuals and groups related to the area of research; prepare and present technical reports.
• Ability to work as a leader over a small group of analysts or other researchers, or as a team member of large or complex research projects.
• Knowledge of and ability to apply the principles, methods, techniques and tools for developing, scheduling, coordinating and managing research projects and resources, including integration, scope, time, cost, quality, human resources, communications, and risk and procurement management.

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.

Applications will be reviewed based on eligibility and desirable qualifications and only the most qualified will be interviewed. Promotional and transfer candidates must provide eligibility information with application materials. SROA/surplus/reemployment employees are encouraged to apply. Surplus candidates must attach a copy of their surplus status letter.

State Application (STD 678) - Clearly indicate the position you are applying for and the basis of your eligibility in the Explanation section located at the bottom of page one.

HBEX offers convenient transportation options, including light rail, garage parking, ATM located in the building, shopping, a variety of nearby restaurants and a farmers market during spring and summer.

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

Additional Information:

Working Title Position Number
Research Analyst II -General- 801 - 310 - 5731 - 001
Location County
California Health Benefit Exchange/Covered California SACRAMENTO
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
07/30/2013 None Specified
Contact Unit/Address Contact Name/Phone
California Health Benefit Exchange (MN-001)
560 J Street, Suite 290
Sacramento, 95814
Heidi Holt
(916) 323-3522

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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.