[Hiring] Management Analyst 4 @State of Washington

Role Description

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.

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.
• Analyze changing business requirements, laws, policies, and procedures to recommend responses that improve work processes or customer experiences.
• Assist in the implementation of enhancements to existing or emerging technologies.
• Independently lead and facilitate process improvement projects across the division.
• Gather and analyze information related to department operations to develop scope, methodology, and project deadlines.
• Participate in technology upgrades and migrations that enhance business processes.
• Develop accurate procedures and resources in accordance with state and federal policies and regulations.
• Coordinate communications to the division to ensure all levels of staff are prepared for changes to programs.
• Participate 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.
• Perform 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

• 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

• 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.