County of Alameda

Program Support Representative (#0302)

Bargaining Unit: Unrep - General Mgmt (U15)
$33.02-$40.53 Hourly / $2,641.60-$3,242.40 BiWeekly /
$5,723.47-$7,025.20 Monthly / $68,681.60-$84,302.40 Yearly


DESCRIPTION
Under general supervision, the incumbent works 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), monitors and responds to program complaints, and assists with making policy recommendations for HealthPAC. HealthPAC is a comprehensive health access program for low-income uninsured Alameda County residents.


DISTINGUISHING FEATURES

These positions are located in Agency Administration, Health Care Services Agency. Incumbents in the class of Program Support Representative provide program and technical support to the Indigent Health Program. The Program Support Representative reports to the Health Care Program Administrator. This class differs from the Program Administrator in that incumbent in the latter class has overall management and oversight responsibility of the County’s Medically Indigent Services Program – Health Program of Alameda County (HealthPAC) and supervises program staff whereas the Program Support Representative is responsible for directly interfacing with end users in providing program and technical support. The health care services for the HealthPAC Program 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.

EXAMPLES OF DUTIES
NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Audits HealthPAC applications in One-e-App, electronic application system, to ensure documentation compliance and approves eligibility.
2. Establishes clear auditing and documentation of applications that are reviewed.
3. Conducts quality reviews of applications and contacts HealthPAC Providers about additional documentation needed.
4. Provides on-going technical assistance and training to contracting Providers and community-based organizations on using One-e-App web-based system on the help desk.
5. Conducts research of, documents all applicable information, and follows-up on One-e-App system issues that are identified, which includes participating in a regular operational conference call with the One-e-App vendor.
6. Reviews and implements retro-active enrollments and disenrollment requests from Providers or clients.
7. Conducts program beta testing for new One-e-App releases.
8. Provides technical assistance to Providers on One-e-App and the HealthPAC Program by responding to phone calls, e-mails and in-person questions.
9. Provides statistical data and analysis, call volumes, and other reports to Agency staff as requested.
10. Provides contract administration and processes and audits invoices and contracts.
11. Attends HealthPAC related meetings and committees on behalf of the Agency.
12. Acts as a liaison between the One-e-App vendor and IT/Department in communicating critical issues and changes.
13. Provides on-going technical assistance and training to community-based organizations regarding a variety of specialized federal, state and county health insurance programs.
14. Monitors and responds to HealthPAC Program complaints administrated by the third-party administrator.
15. Performs other duties as required.

MINIMUM QUALIFICATIONS
Either 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 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.

License:

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

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS
NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

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.


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 & Well-Being

  • Medical – HMO & PPO Plans
  • Dental – HMO & PPO Plans
  • Vision or Vision Reimbursement
  • Share the Savings
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage for eligible employees)
  • Accidental Death and Dismemberment Insurance 
  • County Allowance Credit
  • Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
  • Short-Term Disability Insurance
  • Long-Term Disability Insurance
  • Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
  • Employee Assistance Program

For your Financial Future

  • Retirement Plan - (Defined Benefit Pension Plan)
  • Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

  • 11 paid holidays
  • Floating Holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Catastrophic Sick Leave
  • Group Auto/Home Insurance
  • Pet Insurance
  • 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.