68900296 - OPS MEDICAL/HEALTH CARE PROGRAM ANALYST

Requisition No: 874863 

Agency: Agency for Health Care Administration

Working Title: 68900296 - OPS MEDICAL/HEALTH CARE PROGRAM ANALYST

 Pay Plan: Temp

Position Number: 68900296 

Salary:  $21.00 Hourly 

Posting Closing Date: 05/12/2026 

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 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 Medical/Health Care Program Analyst 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 is a professional position in the Medicaid Contact Center, within the Bureau for Recipient and Provider Assistance (RPA) within the Division of Medicaid, Agency for Health Care Administration (Agency).

The incumbent in this position is responsible for the development, coordination, and delivery of training to contact center staff.

This position is responsible for This position handles priority assignments, special projects, data analysis and report development as well as providing technical assistance to help recipients and providers understand Medicaid coverage policy as set forth in State Statutes, rules, policies and Code of Federal Regulations.

Develops, plans and evaluates data analysis for the Statewide Contact Center. 

This includes, but are not limited to current trends, Performance Measures, Annual Monitoring Plan and corrective actions. 

Produces daily, weekly and monthly production and performance reports. 

Develops, plans and implements various special projects as requested and necessary. 

Serves as the designated Contact Center SharePoint Administrator.

When needed and/or for escalated calls, performs duties of contact center staff (including the Choice Counseling function) by providing enrollees and potential enrollees with accurate unbiased information; and s/he will complete the appropriate actions in the correct system.

The incumbent participates as a member of the Escalation Team, handles calls, completes assigned tasks, special projects and initiatives, as assigned.

The incumbent may also be called upon to make assignments to other team members.

Researches and responds to Legislative Assignments, CorrFlow, and other priority issues, as assigned.

Contacts the constituent to obtain information, as needed.

Provides updates on actions taken to resolve the issue while maintaining communication with the constituent throughout the process.

The incumbent provides support by representing the Agency on local Government and Community partnerships, Medicaid overview presentations, secret shopper events, transportation boards, community alliances, interagency agreement teams, local planning groups and HIV planning councils as assigned by the FOM.

Maintains up to date knowledge concerning the Florida Medicaid Program; pertinent federal laws and regulations, state statutes and rules; the Florida Medicaid State Plan and its amendment processes; Medicaid Managed Care Waivers; and Medicaid program manuals.

Remains informed about Choice Counseling procedures, including the For Cause process.

Remains informed about the operations of the Medicaid fiscal agent.

Remains informed about Medicare, Medicaid, and related programs, research and demonstration projects, innovations for special populations, alternative financing and service delivery systems models, etc.

Maintains knowledge about the Medicaid State Plan, waivers, regulations, and processes.

Participates in Agency training opportunities and engages in self-education utilizing available resources.

Knows how to search for pertinent federal laws and regulations, applicable state statutes and Medicaid rules, as needed.

Remains knowledgeable about Statewide Medicaid Managed Care (SMMC) contract provisions and amendments, SMMC talking points and guidance statements, SMMC plan subcontractors and TPAs, and information shared via SMMC all-plan communications distributed by the Agency.

Works with the Field office Manager (FOM) and Contact Center leadership to address any Technical Assistance and troubleshooting measures with the Contact Center agents.

Technical Assistance will range from audio issues, network connectivity issues, system issues (including but not limited to HealthTrack, FMMIS, Outlook, Genesys, SharePoint and Teams).

Serves as a backup for other Medical/Health Care Program Analysts in the Medicaid Contact Center and their duties.

Performs other duties as assigned.

A good attendance record is essential for any individual in this position as the work involved occurs daily and is time sensitive.  The individual in this position is expected to report to work daily and on time.

This position is not a remote or telework position.

This position will be filled at $21.00 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;

•              Savings & Spending Accounts;

•              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, skills and abilities, including utilization of equipment, required for the position:

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, Genesys, CCMWeb, Outlook, Excel, Word, SharePoint, People First, etc.

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.

Analytical and problem-solving skills.

Ability to meet deadlines and to work well under pressure.

Ability to analyze and develop reports and make recommendations.

Ability to handle sensitive information and adhere to confidentiality requirements.

Ability to train and motivate others.

Ability to create and maintain presentations and training materials.

Ability to adapt to changes.

Ability to form and maintain professional and effective working relationships.

Ability to travel with or without accommodation.

MINIMUM QUALIFICATIONS REQUIREMENTS

Minimum Requirements:

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

Two years of experience in developing, evaluating and/or using data reports; for planning, workload analysis or monitoring purposes including two years of Microsoft Excel or similar software experience.

Three years of experience explaining policies and procedures to customers with a limited understanding of the subject matter or researching and resolving customer issues and complaints.

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 experience in Project Management.

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS

N/A

CONTACT: TIFFANY TRINIDAD 305-593-3019

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.