Complaint Analyst

California Department of Managed Health Care; California (MO); Hybrid; USD 43,000 - 70,000; Part time

Job summary

The California Department of Managed Health Care (DMHC) seeks a Complaint Analyst to evaluate and resolve standard complaints within the Standard Complaint Branch. The role supports monitoring health program activities and ensures adherence to Knox-Keene regulations, in a team‑based environment.

Located in Sacramento with hybrid telework options, the position requires delivering timely guidance, documenting outcomes, and collaborating with internal stakeholders to improve consumer experiences.

Responsibilities

• The incumbent will evaluate, monitor, and resolve standard complaints and health program activities within the Standard Complaint Branch (SCB).
• Under supervision, the analyst will perform technical, consultative, administrative, and programmatic work related to Knox-Keene Act, CCR, and Evidence of Coverage.

Job description

Job Description And Duties

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, I 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. The Standard Complaint Branch (SCB) incumbent is responsible for evaluating, monitoring, and resolving standard complaints and health program activities. The incumbent will perform technical, consultative, administrative, and programmatic work within the SCB.

Please let us know how you heard about this position by taking a brief survey: DMHC Recruitment Survey.

Working Conditions

The DMHC has locations in Downtown Sacramento and Rancho Cordova. Both locations are located close to light-rail with various amenities. The incumbent will 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.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• ANALYST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

• Job Code #: JC-528682
• Position #(s): 409-161-5157-921
• Working Title: Complaint Analyst
• Classification: ANALYST I
• $3,861.00 - $4,839.00 A
• $4,181.00 - $5,233.00 B
• $5,014.00 - $6,276.00 C
• New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
• # of Positions: 1
• Work Location: Sacramento County
• Telework: Hybrid
• Job Type: 12 Month Limited Term, Part Time - 1/2 Time

Application Details

Final Filing Date: 8/25/2026

Who May Apply: Individuals who are currently 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). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Department Information

The mission of the Department of Managed Health Care (DMHC) is to ensure health plan members have access to equitable, high-quality, timely, and affordable health care within a stable health care delivery system. The DMHC accomplishes its mission by ensuring the health care system works for members. The Department protects the health care rights of 30.2 million Californians by regulating health care service plans, assisting members through a member Help Center, educating members on their rights and responsibilities and preserving the financial stability of the managed health care system.

DMHC values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. DMHC believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join DMHC and help us improve the lives of all Californians.

If you are interested in learning about the Department of Managed Health Care (DMHC) culture from the perspective of someone like yourself, contact our Someone Like Me program. Within five business days of your request to participate in the Someone Like Me program, you will be matched with a DMHC employee with a similar background to discuss the DMHC’s culture. This program is not part of, or in any way affiliated with the application or hiring process. Prospective employees must complete the application process on Cal Careers (e.g., submit your application within the specified timeframes on the job posting) to be considered for hire at the DMHC. None of the information you provide through the Someone Like Me program will be relayed to the Hiring Unit.

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

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation. The investigation will consist of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.

Desirable Qualifications

• Candidates with health care insurance and/or health care services experiences strongly advised.
• 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;
• Provide 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.)

Benefits

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

Contact Information

The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.

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

Human Resources Contact:

DMHC Recruitment

[phone]

[e-mail]

Hiring Unit Contact:

Weda Thao

[phone]

[e-mail]

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

[phone]

[e-mail]

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.

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.

Statement of Qualifications Instructions

To be considered for this position, you must submit a Statement of Qualifications (SOQ) with your application.

The Statement of Qualifications (SOQ) is a narrative discussion of how the candidate's education, training, experience, and skills qualify them for the position. The SOQ serves as documentation of each candidate's ability to present information clearly and concisely in writing. The SOQ is required to elicit information regarding each candidate's interest and experience in relation to this position.

Please follow the SOQ formatting instructions:

• In Header: Job Control _Statement of Qualifications_First Name_Last Name
• Use 12-point Arial Font
• No more than two (2) pages in length, single spaced, using one-inch margins
• List SOQ responses in numerical order

Please address the following topic areas:

• Provide examples of