The Call Center Program Analyst applies professional concepts to conduct analytical studies or projects of moderate scope and complexity to address a variety of policy, research and procedural issues. Fully analyzes issues and problems, gathers data and information, finds and evaluates alternatives and makes sound recommendations.

Salary range is $75,000/year to $80,000/year

If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to your start date, or have a valid religious or medical reason qualifying you for an exemption (that may or may not require accommodation).

ESSENTIAL FUNCTIONS  

• Conducts highly complex analyses across a broad spectrum of program components, policies and initiatives.


• Provides in-depth, complex analyses as a specialist in program policies.


• Works with Program Manager to develop and review proposals and recommendations to guide and support a broader strategic direction for the function, research initiative, program, and/or organizational unit.


• Provides direct support to Customer Service Representatives as an escalation path for more complex provider needs.


• Conducts quality assurance monitoring and evaluation of call center operations and provides recommendation to management team.


• Manages and updates state information related to COVID-19 vaccine supply, enrollment, distribution, administration, and policy as it relates to California providers.


• Resolves incidents as needed by contacting vaccine manufacturers and/or contacting providers.


• Supports vaccine ordering and related activities
  
  
  
  • Reviews and approves vaccine requests as needed.
  
  
  • Assists in the creation and troubleshooting of vaccine order files.
  
  
  • Triages and troubleshoots vaccine shipping issues reported by Vaccine Distributors and providers.
  
  
  • Updates vaccine usage and forecasts projection/reports for vaccines based on actual vaccine distribution report data.
  
  
  • Tracks and reports vaccine distribution and usage metrics.
  
  
  • Assists with vaccine supply and inventory management.
  
  
  • Provides routine ordering status reports/updates.
  
  
  
  

JOB QUALIFICATIONS

• Two years of progressively responsible experience performing in technical or administrative assignments.


• Program planning, implementation, coordination, and evaluation skills.


• Database experience, such as Access or Excel and strong computer skills including Microsoft Word, PowerPoint, and/or similar programs.


• Advanced knowledge of common organizational- or research-specific and other computer application programs.


• Solid interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising, counseling and motivational skills.


• Advanced analytical/problem-solving skills to quickly evaluate complex issues and identify resolution.


• Advanced project management skills.


• Advanced knowledge of applicable policy analysis techniques.

 Education/Experience

• Bachelor's degree in related area and/or equivalent experience/training, required.


• Master’s degree in Public Health or Public Administration, preferred.

Other Skills, Knowledge, and Abilities

• Two years of project management experience with developed working knowledge of the field of project management and required written reports.


• Ability to acquire thorough knowledge of the organizations and initiative’s processes, protocols, and procedures and ability to carry out those initiatives.


• Ability to multi-task with demanding timeframes.


• Ability to use discretion and maintain all confidentiality.


• Must have WiFi/Internet access at remote location for use during work hours.

PHYSICAL DEMANDS 

• Stand                                        Frequently


• Walk                                          Occasionally


• Sit                                              Frequently


• Handling / Fingering               Frequently


• Reach Outward                       Occasionally


• Reach Above Shoulder           Occasionally


• Climb, Crawl, Kneel, Bend     Not Applicable


• Lift / Carry                               Occasionally - Up to 50 lbs


• Push/Pull                                Occasionally - Up to 50 lbs


• See                                          Constantly


• Taste/ Smell                          Not Applicable

KEY

• Not Applicable          Not required for essential functions


• Occasionally             (0 - 2 hrs/day)


• Frequently                 (2 - 5 hrs/day)


• Constantly                 (5+ hrs/day) 

 WORK ENVIRONMENT

Temporarily remote until further notice.  Regular work will resume on-site at California Department of Public Health (CDPH) in Richmond, CA once clearance has been obtained.

If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to your start date, or have a valid religious or medical reason qualifying you for an exemption (that may or may not require accommodation).

EEOC STATEMENT
It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description