Human Resource Services
Alameda Skyline

Program Support Representative

Recruitment #14-0302-01

Introduction

THIS IS A NEW ASSEMBLED EXAMINATION.  The eligible list resulting from this examination will cancel any existing list and may last approximately one year, but can be extended.

Supplemental Questionnaire:  A properly completed Supplemental Questionnaire must be submitted with each application.  Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing.  Applications will only be accepted on-line.  Failure to submit the Application or Supplemental Questionnaire will result in disqualification.

DESCRIPTION

HEALTH CARE SERVICES AGENCY

Alameda County's Health Services Program is administered by the Health Care Services Agency and includes the following program areas: Behavioral Health Care, Public Health, Environmental Health, and Agency Administration/Indigent Health. The ultimate mission of the Health Care Services Agency is to provide fully integrated health care services through a comprehensive network of public and private partnerships that ensure optimal health and well-being and respect the diversity of all residents. Health Care Services Agency currently has multiple career opportunities for experienced professionals to become part of a service delivery team dedicated to the optimal health and well being of Alameda County residents. 

INDIGENT HEALTH PROGRAMS

The Health Care Services Agency strives to interact, understand, and promote accessible, responsive and effective services for the people and communities of Alameda County. We must constantly evaluate and initiate new programs for the changing needs of all residents. 

HEALTH PROGRAM OF ALAMEDA COUNTY (HealthPAC)

The Health Program of Alameda County, also known as HealthPAC (and formerly known as CMSP or ACE), is a County program that provides affordable health care to uninsured people living in Alameda County. Services are provided through one of the 9 community-based clinics that are part of the network or through Alameda Health System.  

THE POSITION(S)

HealthPAC is currently seeking to hire two Program Support Representatives.  Under general supervision, Program Support Representatives work closely with other Program Support staff in a team environment to provide programmatic and technical support to the over 300 end users of the Health Program of Alameda County (HealthPAC); monitor and respond to program complaints; and assist with making policy recommendations for HealthPAC. 

HealthPAC is a comprehensive health access program for low-income uninsured Alameda County residents where services are provided through a network of Alameda County health service providers including community-based organizations and the Alameda Health System. One-e-App is an electronic application management system that gathers the applicant’s information via a browser user interface, determines preliminary eligibility and sends application to the appropriate administrative agency. HealthPAC, One-e-App is used to enroll eligible individuals into the HealthPAC Program and screen individuals for other health care programs. One-e-App is a locally driven Web-based system for streamlining enrollment in a range of publicly funded health programs. These positions report to a Health Care Program Administrator which has overall management and oversight responsibility of HealthPAC and supervises program staff, whereas Program Support Representatives are responsible for directly interfacing with end users of HealthPAC, One-e-App and are responsible for providing program and technical support. 

IDEAL CANDIDATES

In addition to the minimum qualifications and knowledge and skills listed below, ideal candidates for these positions will be well prepared for advancement by having a customer focused service orientation and basic knowledge of federal, state or county health insurance programs such as Medi-Cal, Covered California, and HealthPAC. The most ideal candidates will also have considerable experience using One-e-App in the healthcare industry and providing programmatic and technical support to system users in a high volume call center environment.

Ideal candidates will also be highly respected as someone who: 

  • Is well prepared for advancement with progressively responsible experience providing healthcare programmatic and technical support to system users in a high volume call center environment.  
  • Takes initiative and adapts quickly to change and adjusts effectively to work within new work structures, processes, requirements, or cultures.
  • Is a problem solver with sound judgment capable of making effective decisions.  
  • Possesses a collaborative spirit eager to actively participate as a member of a team contributing successfully to the completion of goals and objectives aligned with the organizations mission, vision and values.
  • Adeptly plans and organizes work activities; manages several tasks at once; and establishes a course of action for self and others to ensure that work is completed efficiently.
  • Has a strong customer service orientation and strives to ensure that a customer’s perspective is the driving force behind business decisions and activities; and crafts and implements customer service practices that meet the needs of the customer as well as one’s own organizations needs.  
  • Has excellent communication and interpersonal skills who clearly conveys information and ideas verbally and in writing to individuals or groups in a manner that meets audience needs; develops and maintains effective relationships with others; and relates well to people with diverse cultures, interpersonal styles, abilities, motivations, or backgrounds.

For a detailed listing of the duties and essential competency requirements for this position, please see the complete job description for Program Support Representative.

MINIMUM QUALIFICATIONS

These are minimum professional requirements for the position of Program Support Representative:

Either Pattern I

 
Experience:  Two years of full time experience providing web based or other online system application support in a high call volume environment. Knowledge of federal, state or county health insurance programs such as Medi-Cal, Covered California, and HealthPAC are desirable, but not required.

Or Pattern II

Experience:  One year of experience as a Health Insurance Technician providing program support and technical assistance to clients, providers and staff regarding the health care systems and insurance programs.

AND

License:  Possession of a valid California Motor Vehicle Operator's license.

KNOWLEDGE AND SKILLS

The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• The One-e-App web based system.
• Enrollment and eligibility requirements of HealthPAC.
• Health programs such as Medi-Cal and Covered California.
• Microsoft applications such as Word, Excel, PowerPoint and Internet Explorer and web based applications.


Ability to:

• Solve problems.
• Communicate clearly and effectively, both orally and in writing.
• Prepare accurate/concise reports, correspondence, procedures and other written materials.
• Prioritize tasks and time in order to meet all deadlines, many under tight time constraints.
• Plan, organize and conduct presentations on health and benefit programs.
• Plan and organize effectively.
• Demonstrate a professional demeanor and work under high-pressure situations.
• Learn and understand web applications.
• Use with proficiency, Microsoft applications such as Word, Excel, PowerPoint and Internet Explorer.
• Provide excellent customer support services.
• Exercise flexibility.

EXAMINATION COMPONENTS

THE EXAMINATION WILL CONSIST OF THE FOLLOWING STEPS:  A review of candidates' applications to verify possession of minimum requirements. Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process which is a Best Qualification screening  (which is qualifying only) to determine who is amongst the most suitably qualified candidates.  Only those candidates evaluated as the best and most suitably qualified will move on to the next step in the examination process, a panel interview which may contain situational exercises and will be weighted as 100% of the candidate's final examination score.  Meeting the minimum qualifications for the position does not guarantee advancement to the panel interview process; only the most suitably and best qualified candidates will be invited to participate. 

Alameda County utilizes a Civil Service Selection System founded on merit.  Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position.  Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position.  Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

Alameda County utilizes a panel of subject matter experts to evaluate candidates’ job related competencies and suitability for the position. The primary objectives of this process are to: acquaint interviewer and candidate; learn more about the candidate’s background and experience as it relates to the job; and help the candidate understand the position and organization.  Most panel interviews will be comprised of subject matter experts within the organization, which may include supervisors and managers from the hiring department; other interviews may be comprised of experts from outside of the organization.  In cases where the hiring manager participates in the interview process, the department may choose to hire directly from the established eligible list and may choose not to have additional departmental interviews.

CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION. 

We reserve the right to make changes to the announced examination components. 

Selection Plan

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance.  The following dates are tentative and subject to change based on the needs of the Agency:

TENTATIVE SELECTION PLAN

  • Deadline for Filing:  5:00 pm on Friday, November 28, 2014
  • Minimum Qualifications & Best Qualified Review Completed By:  December 19,2014
  • Panel Interview:  Tentatively scheduled for January 5th, 2015

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes.  To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing.  Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes. For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs.

CLASS SPEC HISTORY

SG:po 9/3/09
Newspecs: 0302.doc
CSC Date: 11/4/2009
RY:cs Revised 10/7/14
CSC Date: 10/15/14

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Welfare Benefits

  • Medical – HMO & PPO Insurance
  • Dental – PPO & DHMO Insurance  
  • Vision
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage) 
  • County Allowance
  • Health Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Accident, Critical Illness & Hospital Indemnity
  • Long Term Care Insurance
  • Employee Assistance Program

For your Financial Future

  • Short-term Disability Insurance
  • Long-Term Disability Insurance
  • Retirement Plan – (Defined Benefit Pension Plan)
  • Deferred Compensation Plan

For your Work/Life Balance

  • 11 paid holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Group Auto/Home
  • Commuter Benefits Program
  • Guaranteed Ride Home
  • Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
  • Employee Discount Program (e.g. theme parks, cell phone, etc.)
  • Child Care Resources
  • 1st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email.  Please add @acgov.org and alamedacountyHR@acgov.org as accepted addresses to any email blocking or spam filtering program you may use.  If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you.  All email notices that will be sent to you will also be kept in your personal online application account.  You  will be able to view all of your notices in your online application account by clicking on the “My applications” button on the Current Job Openings page.

Please take the steps recommended above to insure you do not miss any notices about a recruitment for which you have applied.  The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.    

NOTE: All notices are generated through an automated email notification system.  Replies to the email box alamedacountyHR@acgov.org are routed to an unmonitored mailbox.  If you have questions please go to our website at www.acgov.org/hrs.  You may also contact the Human Resources Analyst listed on the bulletin for the recruitment for which you have applied.

Alameda County is an Equal Opportunity Employer.


Robin Young, Human Resources Analyst III

Human Resource Services, County of Alameda

510-272-6393

Robin.Young@acgov.org