Health Plan Member Services Coordinator

The Position

Bargaining Unit: Local 856 - Health Services Unit
Closing Date: December 9th, 2025

Health Plan Member Services Coordinator

Why Join Contra Costa Health?

Contra Costa Health is the largest county department in Contra Costa County with over 4,700 employees. Our mission is to care for and improve the health of all people in Contra Costa with special attention to those who are most vulnerable to health problems. We provide services through nine operational areas: Behavioral Health, Contra Costa Health Plan, Emergency Medical Services, Environmental Health, Hazardous Materials, Health, Housing & Homeless Services, Public Health, Contra Costa Regional Medical Center & Health Centers and Detention Health.

The Contra Costa Health Services Department is recruiting for two (2) qualified candidates for the Health Plan Member Services Coordinator positions assigned to the Contra Costa Health Plan (CCHP) Division located in Martinez, CA.

The Health Plan Member Services Coordinator is responsible for providing advanced technical expertise, facilitating the resolution of member inquiries, complaints, grievances and appeals, including formal investigations, assisting with the unit operations, and providing direction and assistance to the Health Plan Member Services Counselors.

Contra Costa Health Plan (CCHP) has been serving county residents with their health needs for over 40 years and was the first Federally qualified, State licensed, County sponsored Health Maintenance Organization (HMO) in the United States. Also, Contra Costa Health Plan (CCHP) became the first County sponsored health plan in California to offer MediCal Managed Care coverage.

We are looking for someone who:

• Is a skilled mediator when handling complex situations in a union environment
• Has experience in staff activity planning and coordination of work schedules
• Is proficient with computer office productivity tools and customer relationship management systems
• Is efficient in interpreting rules, regulations, and guidelines applicable to enrollment, disenrollment, and eligibility for health plans

What you will typically be responsible for:

• Facilitating the resolution of challenging member inquiries, grievances, and appeals
• Providing daily lead direction to the Health Plan Member Services Counselors
• Interacting with the Member Services unit to resolve member issues affecting multiple units
• Assisting in internal audit preparation and activity

A few reasons why you might love this job:

• You will have career stability and opportunity for growth
• You will work with a supportive team with shared goals that are aligned with the organization’s commitment to serve the community
• You will gain professional experience in a broad range of health care issues

A few challenges you might face in this job:

• Ensuring that CCHP is in compliance with regulatory and legal requirements
• De-escalating stressful or emotionally charged member interactions
• Managing multiple timelines for appeals and grievances simultaneously

Competencies Required:

• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Delivering Results: Meeting organizational goals and customer expectations and making decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks
• Legal & Regulatory Navigation: Understanding, interpreting, and ensuring compliance with laws and regulations
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Handling Stress: Maintaining emotional stability and self-control under pressure, challenge, or adversity
• Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
• Listening: Fully comprehending spoken communication
• Writing: Communicating effectively in writing
• Customer Focus: Attending to the needs and expectations of customers
• Handling & Resolving Conflict: Managing interpersonally strained situations
• Teamwork: Collaborating with others to achieve shared goals

To read the complete job description, please click here .

The eligible list established from this recruitment may be used to fill future openings for up to 6 months.

Minimum Qualifications

License: Possession of a valid California Motor Vehicle Operator's License. Out of state valid motor vehicle operator's license will be accepted during the application process.

Education: Possession of a high school diploma, G.E.D. equivalency or a high school proficiency certificate.

Experience: Either three (3) years of full-time experience, or its equivalent, in a health plan setting performing customer service, member education, financial counseling or processing medical records which required direct patient contact, one year of which must have been in a lead capacity; OR two (2) years of full-time experience, or its equivalent, in a job classification equivalent to Contra Costa County Health Plan Member Services Counselor.

Desirable Qualifications:

• Experience and recent knowledge of Federal and State health care programs (ex: Medi-Cal)
• Ability to type 45 words per minute

Selection Process

Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.

Behavioral Consistency Questionnaire: Candidates that clearly demonstrate that they possess the minimum qualifications will be invited to participate in a behavioral consistency writing exercise. Candidates will be asked to provide written responses to scenario-based questions designed to evaluate candidates core competencies as they relate to the job. These competencies may include but are not limited to: Critical Thinking, Delivering Results, Legal & Regulatory Navigation, Writing, and Handling & Resolving Conflict . Candidates must achieve an average passing score on each of the competencies to pass the overall assessment and be placed on the eligible list. (Weighted 100%)

The assessments may be administered remotely using a computer or mobile device such as a tablet. You will need access to a reliable internet connection to take the assessment.

TENTATIVE EXAM DATES

Remote Exam/Evaluation: The online Behavioral Consistency Questionnaire (BCQ) assessment is tentatively scheduled to take place via computer (remotely) sometime during the week of December 15th, 2025

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

CONVICTION HISTORY

After you receive a conditional job offer, 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 conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. 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. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County 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.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 12/9/2025 11:59 PM Pacific

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• Contra Costa County Human Resources Department

• 925-655-2100

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