68020090 - PROGRAM OPERATIONS ADMINISTRATOR - SES

State of Florida•Orlando, FL

1d•Onsite

About The Position

This is an exciting opportunity to help shape the quality of health care in Florida. We are seeking to hire Program Operations Administrator who desires to work to enhance the delivery of health care services through the Florida Medicaid Program. This position requires a candidate who is creative, flexible, innovative, and who will thrive in a fast-paced, team based work environment. This position is located in the Bureau of Medicaid Recipient and Provider Assistance (RPA). RPA serves as a primary point of contact for enrolled Medicaid providers, Medicaid recipients, and members of the community with questions and concerns about Medicaid. This position is responsible for working in a supervisory capacity for the Medicaid Helpline Contact Center within the Bureau of Recipient and Provider Assistance. The incumbent will oversee a defined team of Medicaid Recipient and Provider Contact Center staff. The incumbent in this position spends a major portion of the time communicating with motivating, training, and evaluating employees, planning and directing the work of team members, while assisting in the overall operations of the Medicaid Helpline Contact Center and its various functions. Travel will be 1-25%. Work hours are Monday - Friday, 8:30 AM - 5:30 PM with one hour lunch. This position will be hired at the base rate of $2,138.14 bi-weekly and is non-negotiable. This position is not a remote or telework position.

Requirements

Knowledge of, or ability to learn, detailed Medicaid and policies and procedures.
Knowledge of, or ability to learn, Statewide Medicaid Managed Care programs (MMA, LTC, and F-F-S, etc.).
Knowledge of, or ability to learn, Contact Center policies and procedures, including Choice Counseling.
Knowledge of, or ability to learn, Human Resources policies and procedures.
Knowledge of, or ability to learn, several computer-based systems and programs such as HT, FMMIS, Genesys, Outlook, Excel, Word, SharePoint, People First, etc.
Basic knowledge of medical terminology.
Possess excellent communication skills, verbal and in writing, including effective listening, understanding, and motivating.
Efficient time management, organizational, and multi-tasking skills.
Professional interpersonal skills in both one-on-one and in group settings.
Telephony skills in a high call volume setting.
Typing and/or keyboarding skills.
Analytical and problem-solving skills.
Abilities to effectively supervise, lead, direct, and motivate individuals and groups.
Abilities to manage, prioritize, and/or delegate work to meet established standards and deadlines.
Abilities to work well under pressure, and to evaluate issues and make decisions quickly and objectively.
Ability to learn and to apply knowledge.
Ability to train and motivate others.
Ability to adapt to and facilitate changes.
Ability to form and maintain professional and effective working relationships.
Ability to work independently or as part of a team.
Ability to travel with or without accommodations.
Two years of customer service experience in a high-volume contact center or consumer centric environment.
One year experience supervising, motivating, training or coaching staff, both individually and as a group.

Nice To Haves

Moderate to extensive experience and proficiency with several different computer programs such as Excel, Outlook, and Word.
Medicaid Helpline Contact Center experience.

Responsibilities

working in a supervisory capacity for the Medicaid Helpline Contact Center
oversee a defined team of Medicaid Recipient and Provider Contact Center staff
communicating with motivating, training, and evaluating employees
planning and directing the work of team members
assisting in the overall operations of the Medicaid Helpline Contact Center and its various functions

Benefits

Health insurance (i.e., individual and family coverage) to eligible employees
Life insurance; $25,000 policy is free plus option to purchase additional life insurance
Dental, vision and supplemental insurance
State of Florida retirement options, including employer contributions
Ability to earn up to 176 hours of paid annual leave as a new employee with the State of Florida
Ability to earn up to 104 hours of sick leave annually
Nine paid holidays and 1 personal holiday each year
Opportunities for career advancement
Tuition waivers (accepted by major Florida Colleges/universities)
Student loan forgiveness opportunities (eligibility required)
Training opportunities
Flexible Spending Accounts
Shared Savings Program for select medical services
Lower copays for prescription drugs
Health and Wellness discounts