0931 Operations Manager

Recruitment #PBT-0931-105039

Introduction

This is a Position Based Test conducted in accordance with Civil Service Commission Rule 111A.

The San Francisco Health Service System (SFHSS) provides health benefits for SFHSS members - employees and retirees - of the City and County of San Francisco, the San Francisco Unified School District, San Francisco City College and the San Francisco Superior Court, and their dependents. Staff must know and administer benefits for 126,000 lives with over 29 benefit plans from 10 different vendors. These benefit plans include Medicare and Non-Medicare medical, dental, vision benefits, as well as life insurance, long-term disability benefits, flexible spending accounts for health and dependent care and COBRA.

Position Description
The Operations Manager oversees a Member Services division with a team of 25 benefits analysts/technicians. This position is responsible for the team’s direct day to day management to deliver a high level of customer service. The Operations Manager is responsible for ensuring accurate benefit administration, providing benefits expertise to staff, determining training needs and creating staff performance plans and annual evaluations. The position also handles all second-level member appeals and escalated cases, and interfaces with Vendors regularly to resolve problems.   

This position plays a key role in the implementation of HSS benefit changes and any other member facing change as well as implementation of new benefit programs.  The incumbent will play a key role in the department management team’s strategic goal of operational excellence and exceed industry standards.

Essential duties of the position include but are not limited to:

  • Manages staff to ensure delivery of a high level of customer satisfaction and accuracy in all areas of service including work schedules, time tracking, and call center functions and language coverage.
  • Manages the day to day enrollment transactions and annual open enrollment transactions.
  • Handles all member appeals and escalated cases by applying provisions of HSS Membership Rules and Plan Documents.
  • Interfaces with vendors regularly to resolve problems.
  • Leads the PeopleSoft business requirements and manages the development and testing of system solutions with the PeopleSoft team and Operations team.
  • Ensures operational compliance with all aspects of benefit administration based on federal, state and local laws.
  • Manages the transition to electronic benefit enrollment within the next plan year.
  • Ensures that member rights and privacy are protected and departmental policies are up to date and followed; and that work processes comply with local, state, and federal laws as well as union contracts.
  • Provides immediate and ongoing feedback to staff and coordinates and participates in new employee orientation.
  •  Participates as part of the management team, in designing and implementing training programs and new procedures to enhance staff development, improve operations and to stay within industry standards.
  • Identifies patterns and problems and intervenes and resolves problems where possible with support of Chief Operation Officer and Director.
  • Makes recommendations for procedural changes and service improvements.
  • Other duties as required.

Minimum Qualifications

Education: Possession of a baccalaureate degree from an accredited college or university; AND

Experience: Five (5) years experience in benefits or health plan administration in a call center customer service operations environment serving a customer base in excess of 10,000 people, of which three years must include experience supervising professionals.

Substitution: Additional experience as described above may be substituted for the required degree on a year for year basis, up to a maximum of two (2) years. Thirty (30) semester units or forty-five (45) quarter units equal one (1) year.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.  Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file.  Applicants should retain this confirmation email for their records.  Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Christine Salam, by telephone at 415-557-4881, or by email at Christine.salam@sfgov.org.

 

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):
Candidates will be prompted to complete a Minimum Qualifications Supplemental Questionnaire (MQSQ) as part of the online employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Management Test Battery (Weight: 40%):
Qualified candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit: https://sfdhr.org/management-test-battery-information. A passing score must be achieved on the Management Test Battery to continue in the selection process. This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review. Scores attained on the Management Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Management Test Battery. The Management Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Management Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Management Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Evaluation (Weight: 60%):
Candidates who pass the Management Battery Test will be prompted to complete an additional supplemental questionnaire. These supplemental questions are designed to evaluate candidates' relative knowledge, skills and abilities in job-related areas. This may include but not be limited to employee benefit operations and administration, and call center management. All relevant experience, education and training must be on the application in order to be reviewed in the rating process. Candidates will be placed on the eligible list in rank order according to their final score. Candidates must receive a passing score to be ranked on the eligible list.

Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission. The duration of the eligible list resulting from this examination process will be 12 months, and may be extended with the approval of the Human Resources Director. Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Certification:
The certification rule for the eligible list resulting from this examination will be Rule of the List Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

NOTES:
Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

REQUESTS

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities.

VETERANS PREFERENCE AND SENIORITY CREDITS
Information regarding requests for veteran's preference can be found at: http://sfdhr.org/information-about-hiring-process#veteranspreference.

Information regarding seniority credit can be found at:  http://www.sfdhr.org/index.aspx?page=20#senioritycredit

GENERAL INFORMATION CONCERNING CITY AND COUNTY OF SAN FRANCISCO EMPLOYMENT POLICIES AND PROCEDURES

Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

COPIES OF APPLICATION DOCUMENTS

Applicants are encouraged to keep copies of all documents submitted. Submitted documents become a permanent part of the exam records and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

RIGHT TO WORK

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

TERMS OF ANNOUNCEMENT

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard of review for appeals is 'abuse of discretion' in establishing the position description, the minimum qualifications and/or certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Exam Type: Entrance and Promotive
Issued: April 15, 2020
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0931-105039
HSS/CS/415-557-4881

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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