68900263 - OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST

State of Florida • DORAL, FL

81d • Onsite

About The Position

The Agency for Health Care Administration is seeking an OPS Senior Human Services Program Specialist for its Bureau of Medicaid Recipient and Provider Assistance. The bureau serves as a primary point of contact for enrolled Medicaid providers, Medicaid recipients, and community members with questions and concerns about Medicaid.

The position provides full-time customer service in a high-volume contact center. The specialist answers recipient and provider questions about Medicaid-covered services, provides Choice Counseling regarding Statewide Medicaid Managed Care programs, and refers callers to appropriate agencies. The position also requires maintaining current knowledge of the Florida Medicaid program and meeting or exceeding established contact-center performance measures and metrics. The role is onsite and is not eligible for remote or telework. The hourly rate is $18.00 and is non-negotiable.

OPS employment is a temporary, at-will employer/employee relationship used for short-term or intermittent tasks. OPS employees do not serve probationary periods or become permanent in their positions. Employment is contingent on successful completion and approval of required background screening.

Requirements

• At least two years of experience providing professional-level 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, computer-based systems and programs such as Outlook, Excel, Word, and SharePoint.
• Basic knowledge of medical terminology.
• Knowledge of correct spelling, grammar, and punctuation.
• Excellent verbal and written communication skills, including listening to, understanding, and explaining complex, technical, or confidential information.
• Efficient time-management, organizational, and multitasking skills.
• Professional interpersonal skills in individual and group settings.
• Professional telephony skills in a high-call-volume setting.
• Proficient computer typing and/or keyboarding skills.
• Analytical and problem-solving skills.
• Ability to meet deadlines and work well under pressure.
• Ability to handle sensitive information and adhere to confidentiality requirements.
• Ability to follow instructions, learn and apply knowledge, adapt to changes, and maintain professional and effective working relationships.
• Successful completion and approval of required state and national criminal history background screening before employment begins.

Nice To Haves

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

Responsibilities

• Provide customer service to callers in a high-volume contact center.
• Answer Medicaid recipient and provider questions about covered services.
• Provide Choice Counseling regarding Statewide Medicaid Managed Care programs.
• Refer callers to appropriate agencies.
• Maintain up-to-date knowledge of the Florida Medicaid program.
• Meet or exceed established contact-center performance measures and metrics.
• Perform other duties as required.

Benefits

• No state income tax for Florida residents.
• State Group Insurance coverage options, subject to eligibility requirements, including health, life, dental, vision, and supplemental insurance.
• Savings and 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

• Career Level: Mid Level
• Education Level: No Education Listed