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Date:  Jan 24, 2023

MIAMI, FL, US, 33166

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

Requisition No: 731702 

Agency: Agency for Health Care Administration


Position Number: 68048494 

Salary:  $1,325.23 Bi-Weekly 

Posting Closing Date: 03/01/2023 

Agency Overview:


The Agency for Health Care Administration (AHCA) is Florida's chief health policy and planning entity. The Agency is responsible for the oversight and administration of 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 Simone Marstiller, the Agency 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:



Leveraging Florida's buying power in delivering high quality care at the lowest cost to taxpayers.



Supporting initiatives that promote transparency and empower consumers in making well informed healthcare decisions.



Emphasizing quality in all that we do to improve health outcomes, always putting the individual first.


Position Overview:


This is an exciting opportunity to help shape the quality of health care in Florida. We are seeking to hire a 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 or provider questions regarding Medicaid covered services and 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 will be hired at the base salary of $1,325.23.


Multiple vacancies may be filled from this advertisement.


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 employees features a highly competitive set of employee benefits including:

     •      State Group Insurance Coverage Options, including health, life, dental, vision, and other  supplemental insurance options;
     •      Flexible Spending Accounts;
     •      State of Florida retirement options, including employer contributions;
     •      Generous annual and sick leave benefits;
     •      9 paid holidays a year and 1 Personal Holiday each year;
     •      Career advancement opportunities;
     •      Tuition waiver for courses offered by Florida’s nationally ranked State University System ;
     •      Training and professional development opportunities;
     •      And more!


For more information about the Bureau of Medicaid Recipient and Provider Assistance, please visit our website at


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



Knowledge of, 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, several computer-based systems and programs such as HT, FMMIS, Mitel, Outlook, Excel, Word, SharePoint, People First, 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 telephone 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.

Ability to work independently or as part of a team.

Ability to form and maintain professional and effective working relationships.

Ability to work independently or as part of a team.

Ability to travel with or without accommodations.

Bilingual (English/ Spanish) language skills preferred.



One year experience providing a professional level of customer service explaining complex, medical, technical, or confidential information.

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


Preferred Qualifications:

Six months of experience working in a call center or high call volume setting.

Bilingual (English/Spanish) language skills preferred.




CONTACT:  MARIA OVIEDO (305) 593-3059

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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. 

Nearest Major Market: Miami