68900263 - OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST

My Florida CFO; Florida; On-site; USD 20,000 - 29,000; Full time

Job summary

Agency for Health Care Administration in Florida is seeking an OPS Senior Human Services Program Specialist to enhance Medicaid recipient and provider assistance through a busy contact center. The role focuses on answering questions about Medicaid covered services and providing Choice Counseling within the Statewide Medicaid Managed Care program.

The successful candidate will maintain up-to-date knowledge of Florida's Medicaid program, deliver high-quality customer service, and meet performance

Qualifications

• Two years of experience providing a professional level of customer service in a fast-paced, consumer-centric environment.
• Ability to accurately and quickly type and enter alphanumeric information using a computer.
• Knowledge of, or ability to learn, Medicaid policies and procedures and Statewide Medicaid Managed Care programs.

Responsibilities

• Provide full-time customer service to a high-volume contact center.
• Answer recipient and/or provider questions regarding Medicaid covered services.
• Provide Choice Counseling regarding the Statewide Medicaid Managed Care programs.
• Maintain up-to-date knowledge concerning the Florida Medicaid program.

Skills

Customer service

Typing speed

Computer literacy

Communication

Tools

Outlook

Excel

Word

SharePoint

Job description

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68900263 - OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST

Date: Oct 27, 2026

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

Requisition No:875528

Agency: Agency for Health Care Administration

Working Title: 68900263 - OPS SENIOR HUMAN SERVICES PROGRAM SPECIALIST

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 an OPS SENIOR HUMAN SERVICES 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 and Provider Assistance (RPA).

RPA serves as a primary point of contact for enrolled Medicaid providers, 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.

This position is also responsible for answering recipient and/or provider questions regarding Medicaid covered services, provides Choice Counseling regarding the Statewide Medicaid Managed Care (SMMC) programs and make referrals to the appropriate agencies.

Responsible for maintaining up-to-date knowledge concerning the Florida Medicaid program.

Performs other duties as required.

The incumbent in this position must maintain high quality professional consumer service standards and must meet or exceed established contact center performance measures and contact center metrics.

This position is not a remote or telework position.

This position will be filled at $18.00 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)

For a more complete list of benefits and eligibility requirements, visit www.mybenefits.myflorida.com.

What is OPS employment?

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 assignment, and terminations at the pleasure 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.

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

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 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, several computers based systems and programs such as Outlook, Excel, Word, SharePoint, etc.

Basic knowledge of medical terminology.

Knowledge of correct spelling, grammar, and punctuation.

Excellent communication skills, both verbal and in writing, including skills listening, understanding, and explaining complex, technical, or confidential information.

Efficient time management, organizational, and multi-tasking skills.

Professional interpersonal skills in both one-on-one and in group settings.

Professional telephony skills in a high call volume setting.

Proficient computer typing and/or keyboarding skills.

Analytical and problem solving skills.

Abilities to meet deadlines and to work well under pressure.

Ability to handle sensitive information and adhere to confidentiality requirements.

Ability to follow instructions.

Ability to learn and to apply knowledge.

Ability to adapt to changes.

Ability to maintain professional and effective working relationships.

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:

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

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS

N/A

CONTACT: TIFFANY TRINIDAD 305-539-3019 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.