Apple Health Services and Operations Director (EMS4)

Apple Health Services and Operations Director (EMS4)

Salary

$100,692.00 - $173,472.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Full Time - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-07836

Department

Health Care Authority

Division

AHA

Opening Date

09/21/2026

Closing Date

10/5/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

Description

Apple Health Services and Operations Director

This is a remote-hybrid position with onsite work required as needed to support business operations.

This position provides policy and operational leadership for customer- and provider-facing units doing critical work to directly support Washingtonians every day. This division leader is a mix of Medicaid policy interpretation and implementation as well as operational leadership of units that include both union represented and non-represented staff. If you're drawn to a leadership opportunity that is close to the people you serve, this is the opportunity for you!

All HCA employees will apply an equity lens to their work, which may include but is not limited to all analyses of core business and processes.

About the division:

Washington States Medicaid program is branded as Washington Apple Health (or simply Apple Health). The Apple Health Services and Operations (AHSO) division consists of the Medical Assistance Customer Service Center (MACSC), Coordination of Benefits and Claims Offices (COBCO), Provider Enrollment (PE), and Authorization Services Office (ASO). This position reports directly to the Medicaid and CHIP Director and plays a vital role in accomplishing the Health Care Authority's mission.

HCA promotes health care access to the uninsured, underinsured, and Tribes; it ensures that health technology and prescription drugs are safe and used effectively, and improve health and productivity of state employees, retirees, and their dependents. HCA's mission is powered by the people we serve; we improve health across Washington by advancing equitable access to quality, whole-person care.

About the position:

The Assistant Director leads the AHSO division, providing executive leadership, strategic direction, and operational oversight of customer and provider services for 65 statewide Medicaid, CHIP, and state-funded medical assistance programs serving 1.9 million Washingtonians and the newly launched WACares program. The position is responsible for ensuring the effective administration of customer contact center services, provider enrollment, coordination of benefits, fee-for-service claims processing, authorization services, and related operational functions that support access to care and payment for health services.

This position is eligible for remote work but is required to report on-site at least two times per week to meet business need. The default assigned work location of all Health Care Authority (HCA) positions - both on-site and telework eligible positions - is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs. All agency employees are required to report on-site in Olympia on their first and last days of employment to pick up and return state-issued equipment, regardless of telework status or location.

Duties

Some of what you will do:

• Direct statewide customer and provider service operations for Medicaid, CHIP, state-wide medical assistance programs, and the WACares Program.
• Establish strategic direction, priorities, performance measures, and operational objectives for AHSO units.
• Ensure operational excellence and lead enterprise-wide initiatives to improve customer service delivery, provider support, and claims administration.
• Ensure operational readiness for major program, policy, and systems changes.
• Provide executive oversight and direction for Medicaid program administration, compliance, and policy interpretation, operationalization, and compliance.
• Address federal and state statutes, regulations, CMS guidance, audit findings, and program requirements related to Medicaid prior authorization, coordination of benefits, and provider enrollment.
• Direct the design, implementation, and evaluation of state Medicaid Coordination of Benefits (COB) and Third-Party Liability (TPL) policies to ensure regulatory compliance.
• Advise the Medicaid Director and Executive Leadership regarding operational impacts of policy, legislative, fiscal, and regulatory changes.
• Serve as appointing authority for a workforce of 250 employees, both represented and non-represented, through senior leaders and front-line supervisors.
• Exercise authority for personnel decisions in accordance with state laws, collective bargaining agreements, civil service rules, and agency policy.
• Direct division budget planning, resource allocation, and fiscal accountability.

Qualifications

Required qualifications:

Qualifying candidates will satisfy one of the following criteria options:

Option 1:

• Bachelor's degree in health policy, health administration, business administration, public health, public administration, or other closely related field,
• Five (5) years of leadership experience in Medicaid, public health, human services, program administration, health policy, or related programs, projects, teams, or operations in a represented environment, and
• Three (3) years of senior level management experience (supervising other supervisors/managers).

Option 2:

• Associate degree in health policy, health administration, business administration, public health, public administration, or other closely related field,
• Seven (7) years of leadership experience in Medicaid, public health, human services, program administration, health policy, or related programs, projects, teams, or operations in a represented environment, and
• Three (3) years of senior level management experience (supervising other supervisors/managers).

Option 3:

• Nine (9) years of leadership experience in Medicaid, public health, human services, program administration, health policy, or related programs, projects, teams, or operations in a represented environment, and
• Three (3) years of senior level management experience (supervising other supervisors/managers).

Required competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Experience leading large-scale organizational change, systems implementation, or business transformation initiatives.
• Demonstrated executive management skills and abilities, including project management, strategic leadership, quality and system improvement, fiscal management, and management of personnel issues.
• Demonstrated knowledge of regulatory interpretation and compliance related to state and federal Medicaid and CHIP regulations
• Demonstrated ability to work with multiple stakeholders, facilitate and convene divergent groups to achieve a common goal.
• Demonstrated understanding of the complex relationships among policy, operations, technology, and customer experience and proven ability to make decisions that strengthen the overall system.
• Demonstrated knowledge and expertise with state and federal Medicaid and CHIP program rules, requirements, and regulations, as well as the evolving federal Medicaid landscape.
• Ability to lead services that are accessible, equitable, and easy to navigate, creating an exceptional customer and provider experience.
• Leading people, including managers, through coaching, mentoring, recognition, and performance feedback.
• Engaging with a diverse set of stakeholders to develop and implement policy and solve complex problems.
• Demonstrated ability to adapt and lead staff through changes within agency.
• Ability to serve as a role model for issues regarding ethical conduct and personal/professional standards.
• Interest in promoting opportunities for development and a commitment to building a diverse workforce.

Preferred qualifications:

• Master's degree in health policy, health administration, business administration, public health, public administration, or other closely related field.
• Lean Six Sigma Green Belt certification
• Lean Six Sigma Black Belt certification
• Prosci Change Management certification
• Executive level experience in public medical assistance programs.
• Senior management level experience at a state government agency, including managing a large, complex operating budget.
• Thorough knowledge, experience and accountability in strategic leadership and planning in a complex, multi-service organization.
• Management and oversight of budgets, which include multiple sources of federal and state funds.

How to apply:

Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position, you will need to complete your profile which includes three professional references and attach in separate files:

• A cover letter that specifically addresses how you meet the qualifications for this position
• Current resume

To take advantage of veteran preference, please do the following:

• Attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or USDVA signed verification of service letter.
• Please black out any PII (personally identifiable information) data such as social security numbers. Include your name as it appears on your application in careers.wa.gov.

Supplemental Information

About HCA:

Functioning as both the states largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.

There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents.

What we have to offer:

• Meaningful work with friendly co-workers who care about those we serve Voices of HCA
• A clear agency mission that drives our work and is person-centered HCAs Mission, Vision & Values
• A healthy work/life balance, including alternative/flexible schedules and mobile work options.
• A great total compensation and benefit package WA State Government Benefits
• A safe, pleasant workplace in a convenient location with restaurants, and shopping nearby.
• And free parking!

Notes:

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment.

HCA is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. HCA has five employee resource groups (ERGs). ERGs are voluntary, employee-led groups whose aim is to foster a diverse, inclusive workplace aligned with HCA's mission. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Studies have shown women, racial and ethnic minorities, and persons of disability are less likely to apply for jobs unless they feel they meet every qualification as described in a job description. Persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are also encouraged to apply. If you have any questions about the required qualifications or how your experience relates to them, please contact us at HCAjobs@hca.wa.gov. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact Jake Nelko at 360-725-0945 or jake.nelko@hca.wa.gov.

The Washington State Health Care Authority (HCA) is an E-Verify employer. All applicants with a legal right to work in the United States are encouraged to apply.

E-Verify is a registered trademark of the U.S. Department of Homeland Security.

Subscribe to our weekly newsletter to receive a list of new job postings at HCA.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

I acknowledge that this position will be eligible for remote work but is required to report on-site in Olympia, WA, at least two business days per week to meet business needs. I also acknowledge that remote work is a privilege and may be revoked at any time.

• Yes
• No

02

I acknowledge that I have included at least three references, and that I have uploaded a cover letter and resume in the attachments section of my application.

• Yes
• No

03

If hired for this position, do you currently possess required documents to allow you to legally work within the United States? The attached link lists acceptable documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

• Yes
• No

04

Will you require sponsorship for an employment-related immigration benefit, either now or in the future?

• Yes
• No

05

Please select the highest level of education that you have completed in health policy, health administration, business administration, public health, public administration, or other closely related field:

• High school graduation or equivalent
• Associate degree
• Bachelors degree or higher
• None of the above

06

Which of the following best describes your leadership experience in Medicaid, public health, human services, program administration, health policy, or related programs, projects, teams, or operations in a represented environment?

• I do not have this experience
• Less than 5 years
• More than 5 years, but less than 7 years
• More than 7 years, but less than 9 years
• More than 9 years

07

Which of the following best describes your senior level management experience (supervising other supervisors/managers)?

• I do not have this experience.
• Less than 3 years
• More than 3 years

08

If you indicated you have the experience noted in the above questions, please explain how, where, and when you gained this knowledge and experience (must be reflected in the work experience of your application). Please do not state "see resume" or copy and paste that material. If you do not have this experience, please type N/A in the text box below.

09

How would you rate your ability to work with multiple stakeholders, facilitate and convene divergent groups to achieve a common goal?

• None: I do not have the ability to perform this task.
• Basic Familiarity: I have limited ability to perform this task. I can complete limited or basic aspects of the work with close guidance and would need additional support to perform more complex or unfamiliar assignments successfully.
• Able and Capable: I have the ability to successfully perform this task in a variety of routine and moderately complex work situations with minimal guidance.
• Advanced Ability: I have a high level of ability and can successfully perform this task in routine, complex, or unfamiliar situations. I can adapt my approach to address challenging circumstances, solve difficult problems, and serve as a resource to others when needed.

10

How would you rate your executive management skills and abilities, including project management, strategic leadership, quality and system improvement, fiscal management, and management of personnel issues?

• None: I do not have the ability to perform this task.
• Basic Familiarity: I have limited ability to perform this task. I can complete limited or basic aspects of the work with close guidance and would need additional support to perform more complex or unfamiliar assignments successfully.
• Able and Capable: I have the ability to successfully perform this task in a variety of routine and moderately complex work situations with minimal guidance.
• Advanced Ability: I have a high level of ability and can successfully perform this task in routine, complex, or unfamiliar situations. I can adapt my approach to address challenging circumstances, solve difficult problems, and serve as a resource to others when needed.

11

How would you describe your experience leading large-scale organizational change, systems implementation, or business transformation initiatives?

• No Experience: I have little to no experience performing this work and have not applied it as part of my job responsibilities.
• Basic Familiarity: I have limited exposure to this work and may have performed related tasks occasionally or as part of a broader role but have not developed substantial hands-on experience.
• Experienced: I have substantial, hands-on experience performing the work as a regular part of my job responsibilities and I have developed the practical knowledge and skills needed to apply them effectively in a variety of work situations.
• Advanced Experience: I have extensive experience leading, directing, improving, or providing strategic oversight for this work, including influencing decisions, mentoring others, or guiding complex or high-impact initiatives, as appropriate to the position.

12

Select which best describes your level of knowledge of regulatory interpretation and compliance related to state and federal Medicaid and CHIP regulations?

• None: I have little to no knowledge of this subject.
• Basic Awareness: I have a limited understanding of this subject and would need additional guidance to apply it in most work situations.
• Knowledgeable: I have a solid understanding of this subjects key concepts and principles and can effectively apply that knowledge in a variety of typical work situations.
• Advanced Knowledge: I have a comprehensive understanding of this subject and can apply that knowledge to complex, challenging, or unfamiliar situations. I can analyze issues, make informed decisions, solve problems, and serve as a resource to others when appropriate.

13

Select which best describes your level of familiarity with the complex relationships among policy, operations, technology, and customer experience and proven ability to make decisions that strengthen the overall system?

• None: I have little to no knowledge or familiarity with this subject.
• Basic Awareness: I have limited exposure to this subject and have only a basic understanding of its concepts or terminology.
• Familiar: I have been exposed to this subject and understand its concepts, terminology, and purpose well enough to discuss it and recognize how it is applied in typical work situations, although I have limited depth of understanding.
• Advanced Familiarity: I have broad exposure to this subject and a strong understanding of its concepts, terminology, and practical application across a variety of typical work situations.

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov