68024858 - SENIOR HUMAN SERVICES PROGRAM SPECIALIST

State of Florida; Jacksonville (FL); On-site; USD 43,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental & Vision

Retirement options

Paid leave

Holidays & personal day

Job summary

Agency for Health Care Administration in Florida is seeking a Senior Human Services Program Specialist to support Medicaid Recipient Services in Jacksonville. You will provide high-volume customer service and respond to questions about Medicaid services and the Statewide Medicaid Managed Care (SMMC) programs.

The role requires creativity, adaptability and strong communication. This position is not remote and offers comprehensive state benefits and opportunities for professional growth.

Qualifications

• Two years of customer service experience in a fast-paced environment.
• Bilingual (English/Spanish) language skills preferred.
• Knowledge of Medicaid policies and procedures or willingness to learn.

Responsibilities

• Provide full-time customer service to a high-volume Medicaid Contact Center in Jacksonville.
• Answer recipient and provider questions regarding Medicaid services and SMMC programs.
• Make referrals to appropriate agencies as needed.
• Demonstrate ability to learn and apply policies and procedures.

Skills

Medicaid policies

Call center experience

Data entry

Effective communication

Bilingual English/Spanish

Tools

HT

FMMIS

Genesys Cloud

Outlook

Excel

Word

SharePoint

People First

Job description

Requisition No: 883617

Agency: Agency for Health Care Administration

Working Title: 68024858 - SENIOR HUMAN SERVICES PROGRAM SPECIALIST

Pay Plan: Career Service

Position Number: 68024858

Salary: $1,636.98 - $2,128.07 Biweekly

Posting Closing Date: 09/21/2026

Total Compensation Estimator Tool

Agency Overview

The Agency for Health Care Administration (AHCA) is Florida's chief health policy and planning entity.

The Agency is 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.

As one of Florida’s leading state agencies, AHCA’s diverse workforce community of more than 1,400 employees is proud of its efforts to serve the people of Florida.

Agency Objectives

• HIGH QUALITY Emphasizing quality in all that we do to improve health outcomes, always putting the individual first.
• TRANSPARENT Supporting initiatives that promote transparency and empower consumers in making well informed healthcare decisions.
• COST-EFFECTIVE Leveraging Florida’s buying power in delivering high quality care at the lowest cost to taxpayers.

Position Overview

This is an exciting opportunity to help shape the quality of health care in Florida.

We are seeking to hire Senior Human Service 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 Services (MRS).

MRS serves as a primary point of contact for 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 in Jacksonville, 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 not a remote or telework position.

Benefits Of Working For The State Of Florida

Working for the State of Florida is more than a paycheck. We offer an excellent array of benefits, including:

• 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

For a more complete list of benefits, please visit https://www.mybenefits.myflorida.com/

For more information about the Bureau of Medicaid Recipient Services, please visit our website at http://ahca.myflorida.com/Medicaid/index.shtml.

Knowledge, Skills, And Abilities

• 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 work well under pressure, and to evaluate issues and make decisions quickly and objectively.
• Ability to learn and to apply knowledge.
• Ability to form and maintain professional and effective working relationships.
• Ability to work independently or as part of a team.

Minimum Qualifications Requirements

Two years of experience providing a professional level of customer service in a fast-paced consumer-centric environment.

Preference Will Be Given To The Applicant That Has

Moderate 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

Licensure, Certification, Or Registration Requirements

N/A

CONTACT: AMARAH KHAN 407-420-2507

BACKGROUND SCREENING

It is the policy of the Florida Agency for Health Care Administration that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

Veterans' PREFERENCE.

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here . All documentation is due by the close of the vacancy announcement.