Management Analyst 4 – Nonpermanent (MA4/AHSO)

Management Analyst 4 – Nonpermanent This is a full-time remote position. Employees may occasionally be asked to attend an in-person meeting or event based on business needs. This is a nonpermanent position through 06/30/2027. All HCA employees are required to be Washington state residents upon their first day of employment. The Opportunity This role joins the Analytics and Projects team within the Apple Health Services and Operations (AHSO) division’s Operations unit and supports the division by providing expertise in processes, systems, and contact center operations. The selected candidate will be passionate about improving the customer experience and will help us streamline and strengthen delivery of customer service through operational activities. This is a high-impact role that offers variety, influence, and room to grow. Key Responsibilities

• Lead large internal and cross-divisional stakeholder workgroups to improve operational processes and customer service delivery.
• Analyzes changing business requirements, laws, policies, and procedures to recommend responses that improve work processes or customer experiences.
• Assists in the implementation of enhancements to existing or emerging technologies.
• Independently leads and facilitates process improvement projects across the division.
• Gathers and analyzes information related to department operations to develop scope, methodology, and project deadlines.
• Participates in technology upgrades and migrations that enhance business processes.
• Develops accurate procedures and resources in accordance with state and federal policies and regulations.
• Coordinates communications to the division to ensure all levels of staff are prepared for changes to programs.
• Participates with senior level management staff in developing strategies for the available use of resources, defining departmental needs and priorities, long range planning, and setting goals and objectives.
• Performs thorough and timely legislative analysis.

Why You’ll Love This Role

• Your work will have a positive impact on customer service delivery and outcomes.
• You will have the opportunity to perform legislative analysis, process improvement, and develop procedures.
• You will be a part of a highly effective operational team.

What You Bring

• Ability to communicate complex information: You can easily evaluate changes to complex processes and communicate them to others in simple, actionable terms.
• Quick learner: You are able to get up to speed quickly in order to make an impact on a short timeline.
• Independently motivated: You like to see projects through to their completion.

Required Qualifications Experience may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and application.

• Advanced Research and Analytical Thinking — Demonstrated ability to conduct and lead complex research and analysis involving multiple programs, business functions, data sources, or competing considerations and translate findings into actionable recommendations.
• Business Process and Program Improvement — Demonstrated proficiency to lead evaluations of complex programs, processes, organizational structures, and workflows and develop solutions that improve efficiency, effectiveness, accountability, and service delivery.
• Complex Project and Initiative Leadership — Demonstrated proficiency to lead complex projects and organizational initiatives involving multiple stakeholders, competing priorities, significant dependencies, and potentially broad organizational impacts.
• Complex Problem Solving and Decision Support — Demonstrated knowledge to evaluate complex or ambiguous organizational issues, assess alternatives and risks, and develop defensible recommendations that support management decision-making.
• Policy and Organizational Impact Analysis — Demonstrated ability to analyze complex laws, rules, policies, standards, and organizational requirements and determine their potential operational, programmatic, and organizational impacts.
• Advanced Data Analysis and Performance Management — Demonstrated ability to integrate and evaluate quantitative and qualitative information from multiple sources, develop meaningful performance measures, and use findings to evaluate organizational effectiveness and recommend improvements.
• Management Consultation and Communication — Demonstrated ability to advise managers and senior leaders on complex analytical issues and clearly communicate findings, risks, alternatives, and recommendations to technical and nontechnical audiences.

Required Competencies

• Equity lens – All HCA employees are required to consider equity in their decisions, processes, and day-to-day work, including how their work may affect the people and communities we serve.
• The ability to take action to learn and grow – You take action to learn and grow by seeking new perspectives, learning from experiences, and using what you’ve learned to continuously improve how you work and serve others.
• The ability to take action to meet the needs of others – You take action to meet the needs of others by listening, understanding different perspectives, and responding with care, respect, and solutions that support the people of the communities we serve.

Preferred Qualifications While these are not required, having them may help you stand out as an applicant.

• Demonstrates knowledge of customer service delivery for Medicaid clients or providers, including core functions of the Apple Health Administration and relationships to partner divisions and healthcare agencies.
• Demonstrates proficiency with tools like Microsoft Office Suite (especially Excel, Word, and PowerPoint). Previous experience with ProviderOne, ServiceNOW, Avaya Workplace, CMS Supervisor, SharePoint, and PowerBI a plus.
• Lean Six Sigma Green Belt certification, Project Management Professional (PMP), or equivalent.
• Demonstrated ability to communicate effectively in writing and verbally, establish and maintain cooperative working relationships, and coordinate work across multiple levels of personnel.
• Combination of eight years of experience and/or higher education:• Education is in business administration, public administration, law, public health, health administration, or a related field (bachelor’s degree = 4 years, associate degree = 2 years)
• Experience is conducting research and analyzing policies, laws, rules, or regulations.

About the Division The Apple Health Services and Operations (AHSO) Division serves as a central point of contact for clients, providers, insurance companies, attorneys, state agencies, and other external partners engaging with the Health Care Authority (HCA). AHSO team members serve as the face and voice of Apple Health Medicaid and other programs offered by HCA. In addition to delivering responsive customer service, AHSO supports essential Medicaid operations, including provider enrollment, coordination of benefits, assistance with billing and claiming activities, and prior authorization of services. Through these functions, the division helps promote accurate program administration, timely issue resolution, and effective access to Medicaid services. About the Washington State Health Care Authority Better Health. Better Care. A Healthier Washington. At HCA, we work to ensure people across Washington have the opportunity to be as healthy as possible. As the State’s largest health care purchaser and behavioral health authority, HCA serves nearly 3 million Washington residents through Apple Health (Medicaid), Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs, and behavioral health services. Through this work, HCA purchases and coordinates care coverage, supports behavioral health prevention, treatment, crisis response, and recovery and helps strengthen access to high-quality care across Washington. More than a benefits package: We want our employees to have the support, flexibility, and benefits they need to do their best work and build a career that works for their life. As a Washington State HCA employee, you’ll have access to a comprehensive benefits package that supports your health, financial well-being, and work-life balance. Our benefits are designed to support you today while helping you plan for the future. Learn more about why HCA by visiting the Voices of HCA and the "Who we are" section of our website. Your total compensation is more than your paycheck:

• Remote work and flexible schedules
• Medical, dental, vision, and basic life insurance
• Paid vacation, sick leave, and 12 paid holidays
• Paid Family and Medical Leave (PFML)
• Retirement options to plan for the future
• Training and professional development opportunities
• Employee wellness programs
• Learn more about Washington State Employee Benefits

Work Location and Schedule This is a full-time 40-hour-per-week remote position. Our standard business hours are Monday through Friday, 8 a.m. to 5 p.m., with alternative work schedules considered based on business needs and supervisor approval. In this role you will regularly collaborate with colleagues, agency leaders, state and federal partners, and other external partners or customers. Occasional travel may be required for meetings, training, or other business needs. All employees are required to report to our Olympia office on their first and final day of employment. Our commitment to an inclusive workplace: The Health Care Authority is an equal opportunity employer. We are committed to creating a workplace where employees are respected, included, and supported in bringing their experiences, perspectives, and ideas to work. Our commitment to inclusion is reflected in how we work together and serve the people of Washington. HCA also supports five voluntary employee led Employee Resource Groups (ERGs), which create opportunities for connection, community, learning, and professional growth. Application Directions To be considered, you must complete the online application in full and submit all required materials. Incomplete applications or applications missing required materials will not be considered. When completing your application, please include the following required materials:

• Cover letter: describing your qualifications for this specific position
• Resume: that details your applicable experience and education.
• Three (3) professional references: References must be entered directly into the designated references section of your application. We require 3 professional references including at least one current or recent supervisor.

We encourage you to apply! If you meet the required qualifications for this position; we want to hear from you. Desired qualifications describe additional experience, knowledge or skills that may be helpful in the role, but they are not required to be considered for the position. We welcome applicants with different backgrounds, experiences, identities, and perspectives. Veterans: We value the experience and skill veterans bring to the workforce and encourage veterans, transitioning service members, and military spouses to apply. Eligible veterans may qualify for veterans’ preference in accordance with Washington State Law. If you are claiming veterans’ preference, you must attach your applicable DD-214 documentation to your application. Please redact your social security number, date of birth, and any other sensitive information before uploading and attaching the document. Need accommodations or have questions? If you have questions, need assistance with the application process, require an accommodation, or would like to request this posting in an alternative format, please contact Jake Nelko, human resources consultant – recruiter, at [email protected] and reference the recruitment title and job number in the subject line. Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues. The Washington State Health Care Authority (HCA) is an E-Verify employer. All applicants with a legal right to work in the United States are encouraged to apply.

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

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