Senior Medicaid Policy and Program Analyst

AFMC•Little Rock, AR

5d•Remote

About The Position

Responsible for providing advanced business, communication, policy, and program support for Member Services initiatives. This position supports knowledge base content and processes, script development, reporting-related contract deliverables achievement, proposal development support, Member Services communications, internal guidance materials, leadership priorities, and efforts to expand member self-service options. The Senior Medicaid Policy and Program Analyst serves as a subject matter resource for AFMC’s Member Services Department and supports Arkansas Medicaid-related program operations, including internal and external materials, department member materials, and oversee related processes. This position requires the ability to interpret complex Medicaid policy, system, and program information and translate it into clear, accurate, plain-language content for both public-facing and internal audiences. This position supports Member Services leadership by assisting with special projects, business expansion opportunities, content development, business process improvement, contract management activities, and cross-functional coordination with internal teams and external stakeholders. Supports the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect, and Teamwork.

Requirements

Strong knowledge of Arkansas Medicaid, Arkansas DHS programs, Medicaid eligibility categories, and member service operations.
Strong and demonstrated oral and written communication skills and experience.
Ability to read, interpret, summarize, and apply Medicaid policy manuals, contract requirements, laws, rules, regulations, guidance documents, and legislative changes.
Strong project management skills.
Strong problem-solving and analytical skills.
Strong time management skills.
Strong attention to detail.
Ability to meet tight deadlines while maintaining accuracy and quality.
Experience developing, updating, and maintaining knowledge base articles, reference materials, scripts, FAQs, training materials, or similar content.
Ability to and experience with translating complex Medicaid, policy, systems, and program topics into simple, plain-language content for public and internal audiences.
Understanding of Arkansas Medicaid systems and related operational processes, including MMIS and ARIES.
Comprehensive understanding of the PASSE program and related member service needs.
Exceptional business English, grammar, editing, proofreading, and document organization skills.
Ability to support proposal development, including drafting, editing, organizing, and reviewing response content.
Ability to support contract management activities, deliverables, documentation, and follow-up.
Ability to continuously learn and apply new Medicaid policy, program, system, and operational information.
Ability to work collaboratively and independently to achieve stated goals.
Ability to multitask and prioritize competing assignments.
Ability to communicate professionally and positively with staff, leadership, business partners, customers, constituents, members, beneficiaries, and the public.
Ability to identify process gaps and recommend practical improvements.
Ability to maintain confidentiality.
Intermediate to advanced computer skills, including Microsoft Word, Excel, PowerPoint, Outlook, Teams, SharePoint, and related business tools such as Microsoft Project.
Professionalism, initiative, flexibility, accountability, and sound judgment.
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress.
Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

Nice To Haves

Master’s degree in business, health care administration, public administration, communications, human services, social services, or related field.
Master’s degree in Business Administration or related business field is strongly preferred.
Experience with Arkansas Medicaid, Arkansas DHS, MMIS, ARIES, ACCESS Arkansas, PASSE, Medicaid eligibility categories, member services, knowledge base management, proposal development, contract deliverables, or Medicaid policy manuals.
Experience with technical writing.

Responsibilities

Develop, maintain, and update Member Services’ knowledge base, including drafting and editing articles, internal reference materials, member-facing content, scripts, frequently asked questions, process documents, and other communication tools used to support Member Services operations.
Translate complex Medicaid policy, eligibility, systems, and program information into clear, accurate, plain-language materials that can be understood by members, internal staff, leadership, and external stakeholders.
Maintain working knowledge of Arkansas Medicaid, Arkansas Department of Human Services programs, Arkansas Medicaid eligibility categories, PASSE, member services, and related state and federal requirements.
Maintain working knowledge of major Arkansas Medicaid and DHS systems and processes, including MMIS, ARIES, and ACCESS Arkansas.
Support the Member Services Vice President on Member Services-related proposal development activities, including drafting, editing, and reviewing content.
Review Medicaid policy manuals, guidance documents, system updates, legislative changes to programs, contract requirements, and other source materials to identify impacts to Member Services operations, content, training, reporting, and member communications.
Support contract management activities by assisting with deliverables, documentation, reporting, issue tracking, process updates, meeting materials, and follow-up activities. This position also would ensure all reporting and plans are submitted timely.
Assist leadership with special projects, program expansion opportunities, operational planning, quality improvement activities, and initiatives designed to improve the member experience.
Support efforts to expand and improve member self-service options by helping identify member needs, drafting content, documenting workflows, supporting business requirements, and coordinating with internal teams as needed.
Coordinate with Member Services staff, leadership, Business Intelligence, Communications, Quality Assurance, and other teams to gather information, document needs, develop content, and support implementation of program improvements.
Research, analyze, and summarize Medicaid policy, program, operational, and system issues to support decision-making, process improvement, proposal responses, and leadership priorities.
Assist with the development and maintenance of reports, presentations, project plans, timelines, status updates, process maps, and other materials needed to support Member Services initiatives.
Identify issues, risks, gaps, and opportunities for improvement related to Member Services content, processes, knowledge management, member communications, and contract support.
Ensure materials adhere to applicable format, content, plain-language, usability, accuracy, consistency, quality, confidentiality, HIPAA, and security standards.
Manage multiple assignments with competing deadlines while maintaining accuracy, organization, and attention to detail.
Responsible for conducting interviews as part of the interview plan for future DHS contract.
Follow AFMC, state, and federal protocols regarding data confidentiality, security, HIPAA compliance, and appropriate use of Medicaid program information.
Additional duties as assigned.