Management Analyst 3 (MA3/AHEA) – Nonpermanent

State of Washington•Thurston County – Olympia, WA

2d•Remote

About The Position

The Apple Health Eligibility and Access (AHEA) Division of the Washington State Health Care Authority is seeking a Management Analyst 3 to provide operational support to the Medical Eligibility Determination Services section. This full-time, remote, nonpermanent position is expected to end June 30, 2027. Employees must be Washington State residents on their first day and must report to the Olympia office on their first and final days. Occasional in-person meetings, events, or travel may be required based on business needs. The analyst researches and evaluates business processes, recommends improvements, and helps implement program, policy, and technology changes to improve the experience of eligibility staff and Medicaid clients. The position works across operations, data, technology, and communications, collaborating with division leaders, staff, and partners. Regular hours are Monday through Friday, 8 a.m. to 5 p.m.; alternative schedules may be considered based on business needs and supervisor approval. The role requires an independent, curious analyst who can organize complex workloads, listen to customers and colleagues, exercise sound judgment, communicate complex information clearly, and build cooperative working relationships. HCA employees are expected to consider equity in their decisions and day-to-day work and to learn, grow, and respond respectfully to the needs of others.

Requirements

Independently research, gather, evaluate, and synthesize qualitative and quantitative information to identify trends, issues, root causes, risks, and opportunities and develop well-supported conclusions.
Analyze moderately complex to complex operational or programmatic issues, evaluate alternatives, and develop practical, evidence-based recommendations.
Independently evaluate programs, business processes, procedures, and workflows to identify gaps, inefficiencies, risks, and opportunities for improvement.
Research, interpret, and apply laws, rules, policies, procedures, standards, and organizational requirements in analysis and recommendations.
Analyze qualitative and quantitative data, identify trends, evaluate performance, and develop measures that support program and organizational objectives.
Independently plan, coordinate, implement, and monitor projects or analytical assignments with established objectives, timelines, deliverables, and partners.
Clearly communicate analytical findings, risks, options, and recommendations through reports, presentations, briefings, and consultation with management and partners.
Collaborate effectively with managers, program staff, subject matter experts, customers, and other partners to gather information, resolve issues, and support organizational objectives.
Consider equity in decisions, processes, and day-to-day work, including how work may affect the people and communities served.
Demonstrate willingness to learn and grow by seeking new perspectives, learning from experience, and using lessons to improve work and service.
Listen to and understand different perspectives, and respond with care, respect, and solutions that support the needs of others.

Nice To Haves

Bachelor's degree in business administration, public administration, law, public health, health administration, or a related field.
Professional experience conducting research and analyzing policies, laws, rules, or regulations.
Proficiency with Microsoft Office Suite, especially Excel, Word, and PowerPoint.
Experience with Washington Healthplanfinder, ACES, Barcode, ProviderOne, ServiceNow, Avaya Workplace, CMS Supervisor, or SharePoint.
Knowledge of customer service delivery for Medicaid clients or providers, including core functions of the Apple Health Administration and its relationships with partner divisions and health care agencies.
Ability to communicate effectively in writing and verbally, including writing reports and creating presentations; establish cooperative working relationships; and coordinate work across multiple personnel levels.
Ability to serve as a subject matter expert and provide professional and technical consultation regarding procedures, resources, complex issues, and escalated cases; develop and deliver guidance, training, and technical assistance to support consistent application of procedures.
Ability to identify, collect, organize, and document relevant data from various sources to support analysis and investigation.

Responsibilities

Monitor proposed changes to laws, policies, and business requirements; assess their impact on AHEA operations and advise management on implementation.
Research and analyze operational efficiency and effectiveness, identify root causes, and recommend evidence-based improvements.
Lead small- to medium-sized cross-section workgroups using process improvement techniques to improve operations and the customer experience for Medicaid clients.
Coordinate business aspects of technology enhancements with the IT Business Analyst team, including requirements gathering, testing, and implementation.
Provide first-level technical support across AHEA and manage system access requests and the role-based access matrix for onboarding and offboarding.
Review and export phone-line and productivity data from systems such as CMS Avaya Supervisor and Barcode for divisional dashboards.
Write and maintain standardized procedures and help staff apply them to client cases and calls.
Develop and maintain division resources using SharePoint, Excel, OneNote, and Power BI, and manage AHEA internal document libraries.
Write section-wide and division-wide communications, including huddle agendas, program and system updates, and news posts.