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Date: Dec 6, 2017

Location: MIAMI, FL, US, 33166

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

Requisition No: 25580 

Agency: Agency for Health Care Administration


Position Number: 68064248 

Salary:  $1,257.57 / Bi-Weekly 

Posting Closing Date: 12/19/2017 

This is a professional position which provides full-time customer service to a high-volume Contact/Call Center.  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.  Maintains 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. The hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, and the non-negotiable salary is $1,257.57 bi-weekly with no overtime.



  • 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, CISCO, 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.
  • Bilingual (English/Spanish) language skills preferred



  • At least six months of experience working in a high call volume setting.
  • At least one year of experience providing a professional level of customer service explaining complex, medical, technical or confidential information. 


CONTACT: ROSA HAUPT (305) 593-3029

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.  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