68900181 - OPS SENIOR HUMAN SERVICES PROGRAM SPEC

State of Florida; Orlando (FL); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

No state income tax in Florida

Health insurance options

401(a) plan

Job summary

The Agency for Health Care Administration (AHCA) is Florida's leading health policy and planning entity, focused on making health care more cost-effective, transparent, and high-quality. This OPS Senior Human Services Program Specialist role supports the Medicaid Recipient Services division in Orlando and handles high-volume inquiries from beneficiaries and providers.

We seek a candidate with strong customer service experience, bilingual English/Spanish skills, and comfort with Excel, Outlook,

Qualifications

• Two years of experience providing a professional level of customer service in a fast-paced environment.
• Bilingual English/Spanish language skills.
• Experience with Excel, Outlook, and Word in a office or contact center setting.

Responsibilities

• Provide full-time customer service in a high-volume contact center in Orlando.
• Answer recipient and provider questions regarding Medicaid covered services.
• Assist with Statewide Medicaid Managed Care (SMMC) program information and referrals.

Skills

Customer service

Call center experience

Bilingual English/Spanish

High-volume environment

Tools

Excel

Outlook

Word

Job description

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68900181 - OPS SENIOR HUMAN SERVICES PROGRAM SPEC

Date: Sep 21, 2026

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:884107

Agency: Agency for Health Care Administration

Working Title: 68900181 - OPS SENIOR HUMAN SERVICES PROGRAM SPEC

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 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.

If you have a desire to use your talent and skills at an organization that provides critical services to millions of individuals and families across the state, AHCA invites you to apply to become an essential member of our team.

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 OPS 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 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 not a remote or telework position.

This position will be hired at $22.00 hourly and is non-negotiable.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck.

The State's total compensation package for Other Personal Services (OPS) employees features a highly competitive set of employee benefits, including:

• 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;


• 401 (a) FICA Alternative Plan administered through VALIC (tax-deferred Retirement Savings Plan);


• Participation in the Florida Deferred Compensation Plan (457b)

OPS employment is a temporary employer/employee relationship used for accomplishing short term or intermittent tasks.

OPS employees are at-will employees and are subject to actions such as pay changes, changes to work assignments, and terminations at the discretion of the Agency head or designee.

OPS employees do not serve probationary periods or become permanent in their positions because they serve at the pleasure of the Agency head.

Join us at the Agency for Health Care Administration in fulfilling our mission to provide "Better Health Care for all Floridians."

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 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

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS

N/A

CONTACT: TASHAUNTI JEFFERSON 407-420-2494

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.

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.