Management Analyst

DC Government; Washington (District of Columbia); On-site; USD 60,000 - 78,000; Full time

Job summary

DC Government seeks a Management Analyst within the Department of Health Care Finance (Office of the Health Care and Public Benefits Ombudsman and Bill of Rights) to assist District residents with benefits inquiries and case information. You will analyze data, interpret laws, and coordinate with agencies to improve access to health care services.

The role focuses on responding to inquiries, evaluating eligibility, and supporting outreach and program improvements, while handling data-driven

Qualifications

• Experience handling customer inquiries and providing information on benefits and services.

Responsibilities

• Respond to inquiries from the general public about eligibility and benefits.
• Gather data from callers using a structured questionnaire and log into a tracking system.
• Explain laws, regulations, and criteria for benefits to customers.
• Coordinate with agencies to address needs and follow up on resolutions.

Skills

Customer inquiries handling

Data analysis

Information provision

Case data collection

Job description

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When you become a member of Team DHCF (Department of Health Care Finance), the state Medicaid agency for the District of Columbia, you join our "Mission Possible!" We work every day, in concert with various District government agencies, to streamline access to comprehensive, affordable, and quality healthcare services for District residents. Whatever your position within our agency, you will positively impact beneficiaries, their families, and their future! We invite you to bring your skills, your experience, and your passion to a job that makes a difference.

Job Summary

This position is located within the Department of Health Care Finance (DHCF), Office of the Health Care and Public Benefits Ombudsman and Bill of Rights. The mission of the Department of Health Care Finance is to improve health outcomes by providing access to comprehensive, cost-effective, and quality healthcare services for residents of the District of Columbia. This position has responsibility for assisting District residents who are covered by the Health Care Bill of Rights.

The incumbent serves as a Management Analyst, responsible for assisting the administration with handling customer inquiries, analyzing, evaluating, and providing information relative to the operation and program services of the administration. In addition, responds to inquiries from the general public pertaining to provision of benefits (eligibility requirements), applicable laws and regulations, case management issues, and/or general information. This position has responsibility for assisting District residents that are covered by the Health Care Bill of Rights.

Duties and Responsibilities

Responds to a wide variety of inquiries from the general public pertaining to the availability of public assistance benefits and eligibility of needy individuals in the District of Columbia. Gathers information from the caller through a systematic questionnaire and records all data into a computerized work tracking system. Explains and encourages the use of agency and community resources to customers as a means of dealing with an identified problem. Evaluates the customer's need for services due to both emergency and chronic situations and contacts the appropriate agencies on the customer’s behalf when necessary, follows up on problem resolutions with case managers or others, and returns calls to customers within a certain timeframe.

Provides interpretations of applicable laws, regulations, and policies to customers regarding information that is covered by specific guidelines and established procedures. Explains current criteria for benefits or obligations that apply directly to the individual. Supports the planning, coordination, and evaluation of outreach and community engagement activities by assisting with work plans, tracking performance metrics, and assessing outreach effectiveness to inform program improvements. Collects and analyzes data and service-utilization trends to identify emerging needs, monitor program impact, and support data-driven decision-making for targeted outreach and consumer assistance initiatives.

Qualification and Education

Specialized Experience – Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform the duties of the position successfully, and this is typically in or related to the work of the position to be filled. To be creditable, at least one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

. LICENSES AND CERTIFICATIONS

None

WORKING CONDITIONS/ENVIRONMENT

The work is performed in an office setting and is sedentary in nature.

OTHER SIGNIFICANT FACTS

Tour of Duty: Monday – Friday; 8:15 a.m. - 4:45 p.m.

Duration of Appointment: Career Service/Regular

Promotion Potential: Promotion Potential to Grade 11

Pay Plan, Series and Grade: CS-0343-9

Collective Bargaining: This position is covered under a collective bargaining unit, American Federation of State, County and Municipal Employees (AFSCME), Local 2401, and is subject to union dues through payroll deduction

Position Designation: This position has been deemed security sensitive. Accordingly, the incumbent will be subject to pre-employment checks (criminal background, consumer credit check, traffic record check, and drug testing, if applicable) as a condition of employment, and will be subject to periodic criminal background checks for the duration of tenure.

EEO Statement: The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.