PROGRAM TECHNICIAN III
State of California
Sacramento County, CA, USA
USD 4,329-5,425 / month
Job Posting: Lead Service Center Representative
Covered California
PROGRAM TECHNICIAN III
$4,329.00 - $5,425.00 per Month
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Final Filing Date: 5/24/2026
Job Description and Duties
Who Are We?
Join the Sacramento Service Center as the next Lead Service Center Representative! As part of the Service Center Unit, you will be an integral part of accomplishing Covered California’s mission and main goals. The team is responsible for assisting consumers via outbound and inbound calls, handling escalated issues, and utilizing multiple systems such as CalHEERS, Salesforce, and other Customer Relationship Management (CRM) Systems.
Pay Differential: If selected, incumbents will receive a call center pay differential and be compensated an additional $150 per month.
At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we’re looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the Service Center Division.
This position’s office headquarters location is designated in Sacramento County. Travel expenses associated with commuting to the employee’s office headquarters location are not reimbursable, other than authorized transit subsidies.
NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.
NOTE: Possession of minimum qualifications will be verified prior to interview and/or appointment. If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.
You will find additional information about the job in the Duty Statement.
Working Conditions
This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California’s current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.Additional Documents
Position Details
Department Information
Covered California works to improve the health of all Californians by assuring their access to affordable, high quality healthcare. Our employees are the vital link that ensures that our vision, mission, and values are fully realized and are the driving force that allows us to continually provide exceptional service to those who need it most.
We offer an award-winning wellness program, inclusive and diverse atmosphere, employee recognition programs, on site fitness centers at our Sacramento and Service Center locations, and free parking at all of our locations!
Life can change in an instant – so can your career!
Visit our website to learn more about why Covered California is an employer of choice.
Special Requirements
Statement of Qualifications (SOQ) Instructions: A SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below may not be considered.
Artificial Intelligence (AI) tools can be useful in the development of written responses; however, it is important to use these tools responsibly and ethically. Where assistive tools may be used, responses within the SOQ should be your own original work. Applicants must write in their own words and avoid plagiarism. Failure to comply may be cause for disqualification.
Describe a specific situation in which you had to de-escalate a difficult customer interaction while interpreting and explaining a policy or procedure. In your response, include the steps you took to research the issue, how you communicated with the customer and any internal or external partners, what Microsoft Office tools you used to document or track the work, and the outcome.
Your SOQ must be typed and must be no more than two pages in length.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 5/24/2026Who May Apply
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is optional. It may be included, but is not required.
- Statement of Qualifications -
Statement of Qualifications (SOQ) - Please attach your SOQ to your application. Applications received without a SOQ may not be considered. Resumes and cover letters will not be accepted in place of a SOQ. Please see above “Special Requirements” section for SOQ instructions.
Desirable Qualifications
- Experience in and knowledge of public health and health care industry services, programs, and trends
- Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel)
- Experience, training, and/or knowledge of customer service de-escalation techniques
Benefits
The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below:
CalHR Salary and Benefits Information
CalPERS Retirement Information
CalPERS Employer Contributions
Covered California does not provide visa sponsorship and is not an E-Verify employer.
Effective July 1, 2025, in response to the budget deficit, the Department of Human Resources (CalHR) has implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 requires that each full-time employee working their assigned work schedule receive a 3 percent reduction in pay in exchange for 5 hours of PLP 2025 leave credits monthly through June 30, 2027.
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Employment & Classification Services Unit
(916) 228-8386
Careers@covered.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:EEO Office
(916) 228-8930
EEO@covered.ca.gov
Pre-Employment Requirements
Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records.
Per GC 100500 (f)(1)'...staff of the Exchange shall not be employed by, a consultant to, a member of the board of directors of, affiliated with, or otherwise a representative of, a carrier or other insurer, and agent or broker, a health care provider, or a health care facility or health clinic while serving on the board or on the staff of the Covered California. A member of the board or of the staff of the Exchange shall not be a member, a board member, or an employee of a trade association of carriers, health facilities, health clinics, or health care providers while serving on the board or on the staff of the Exchange.' Applicants who may fall under Government Code 100500(f)(1) will be considered ineligible for appointment with the Covered California.
Additional Application Instructions
Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.
All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry may be considered incomplete and may not be accepted:
- "To" and "from" dates (month/day/year)
- Hours worked per week
- Private sector job titles
- Supervisor name and phone number
- Job duties performed
- State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).
Personally Identifiable Information:
Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package.
If you have additional questions regarding this advertisement or are having issues applying through CalCareers, please contact the Employment & Classification Services Unit at 916-228-8386 or careers@covered.ca.gov.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
