68022984 - SENIOR HUMAN SERVICES PROGRAM SPECIALIST

State of Florida • Orlando, FL

21h • Onsite

About The Position

The Agency for Health Care Administration (AHCA) is Florida's chief health policy and planning entity, responsible for administering the Florida Medicaid program, the licensure and regulation of nearly 50,000 health care facilities, and empowering consumers through health care transparency initiatives. Under the direction of the Agency Secretary, AHCA is focused on advancing Governor DeSantis’ vision for Florida’s health care system to be the most cost-effective, transparent, and high-quality health care system in the nation. The Medicaid program provides low-income families and individuals with access to health care. AHCA's diverse workforce community of more than 1,400 employees is proud of its efforts to serve the people of Florida. This is an exciting opportunity to help shape the quality of health care in Florida. The Senior Human Service Program Specialist will provide full-time customer service to a high-volume Contact Center in Orlando, answering recipient and provider questions regarding Medicaid covered services and Choice Counseling regarding the Statewide Medicaid Managed Care (SMMC) programs and make referrals to the appropriate agencies. This position is located in the Bureau of Medicaid Recipient and Provider Assistance (RPA), which serves as a primary point of contact for enrolled Medicaid providers, Medicaid recipients, and members of the community. This position is not a remote or telework position.

Requirements

• Knowledge 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 Cloud, Outlook, Excel, Word, SharePoint, People First, etc.
• Basic knowledge of medical terminology
• 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
• Two years of experience providing a professional level of customer service in a fast-paced consumer-centric environment

Nice To Haves

• Moderate to extensive experience and abilities using different computer programs such as Excel, Outlook, and Word, etc., including quick and accurate typing/keyboarding skills
• Six months of experience working in a call center or high-volume setting
• Bilingual (English/Spanish) language skills

Responsibilities

• Providing full-time customer service to a high-volume Contact Center in Orlando
• Answering recipient and provider questions regarding Medicaid covered services
• Answering recipient and provider questions regarding Choice Counseling regarding the Statewide Medicaid Managed Care (SMMC) programs
• Making referrals to the appropriate agencies

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 104 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

What This Job Offers

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