 Supervise Consortium Contact Center Business Analysts, including the Imaging, Interactive Voice Response (IVR), Lobby Management, Mobile App and other self-service functions. Develop and maintain communication and operational process documents. Work with vendors to coordinate maintenance and operations activities. Gather, create, review and approving design requirements and documentations. Identify, document, resolve, and/or escalate issues as appropriate.  Facilitate communications between Covered California, C-IV Project Management and C-IV Counties.

 Supervise Consortium Contact Center Business Analysts, including the Imaging, Interactive Voice Response (IVR), Lobby Management, Mobile App and other self-service functions. Develop and maintain communication and operational process documents. Work with vendors to coordinate maintenance and operations activities. Gather, create, review and approving design requirements and documentations. Identify, document, resolve, and/or escalate issues as appropriate.  Facilitate communications between Covered California, C-IV Project Management and C-IV Counties

 Facilitate workgroups and committee meetings relating to the areas of Imaging, Contact Service Center (CSC), Task Management and Integrated Voice Response (IVR) System.  Manage System Change Requests and enhancements in the above areas.  Work directly with county managers to provide analysis and review of their county processes as relating to Imaging, Task Management and CSC Implementation.  Test and Maintain Imaging - Instructor Lead Training (ILT) materials and provide in-county training as needed.

 Review and evaluate enhancements and changes to the C-IV System, to determine impacts on other functional areas and overall viability.  Facilitate committee and report design sessions, gathering requirements needed for new migration reports, including business rules, functionality and layouts.  Develop detail documentation and testing scripts for reports.