68900263 - OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST

State of Florida • DORAL, 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 an OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST 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 providing full-time customer service to a high-volume Contact Center. This position is also responsible for answering recipient and/or provider questions regarding Medicaid covered services, provides Choice Counseling regarding the Statewide Medicaid Managed Care (SMMC) programs and make referrals to the appropriate agencies. Responsible for maintaining up-to-date knowledge concerning the Florida Medicaid program. Performs other duties as required. The incumbent in this position must maintain high quality professional consumer service standards and must meet or exceed established contact center performance measures and contact center metrics. This position is not a remote or telework position. This position will be filled at $18.00 hourly and is non-negotiable.

Requirements

• Two years of experience providing a professional level of customer service in a fast-paced consumer centric environment.
• Knowledge of, or ability to learn, detailed Medicaid policies and procedures.
• Knowledge of, or ability to learn, Statewide Medicaid Managed Care programs.
• Knowledge of, or ability to learn, Contact Center policies and procedures, including Choice Counseling.
• Knowledge of, or ability to learn, several computers based systems and programs such as Outlook, Excel, Word, SharePoint, etc.
• Basic knowledge of medical terminology.
• Knowledge of correct spelling, grammar, and punctuation.
• Excellent communication skills, both verbal and in writing, including skills listening, understanding, and explaining complex, technical, or confidential information.
• Efficient time management, organizational, and multi-tasking skills.
• Professional interpersonal skills in both one-on-one and in group settings.
• Professional telephony skills in a high call volume setting.
• Proficient computer typing and/or keyboarding skills.
• Analytical and problem solving skills.
• Abilities to meet deadlines and to work well under pressure.
• Ability to handle sensitive information and adhere to confidentiality requirements.
• Ability to follow instructions.
• Ability to learn and to apply knowledge.
• Ability to adapt to changes.
• Ability to maintain professional and effective working relationships.

Nice To Haves

• Ability to accurately and quickly type and enter alphanumeric information using a computer.

Responsibilities

• Providing full-time customer service to a high-volume Contact Center.
• Answering recipient and/or provider questions regarding Medicaid covered services.
• Providing Choice Counseling regarding the Statewide Medicaid Managed Care (SMMC) programs.
• Making referrals to the appropriate agencies.
• Maintaining up-to-date knowledge concerning the Florida Medicaid program.
• Performing other duties as required.
• Maintaining high quality professional consumer service standards.
• Meeting or exceeding established contact center performance measures and contact center metrics.

Benefits

• No state income tax for residents of Florida
• State Group Insurance coverage options (must meet eligibility requirements), including health, life, dental, vision, and other supplemental insurance options
• Savings & Spending Accounts
• 401 (a) FICA Alternative Plan administered through VALIC (tax deferred Retirement Savings Plan)
• Participation in the Florida Deferred Compensation Plan (457b)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed