Share this Job


Date: Jul 7, 2017

Location: PENSACOLA, FL, US, 32501

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

Requisition No: 14952 

Agency: Agency for Health Care Administration


Position Number: 68019763 

Salary:  $1,257.57 BI WEEKLY 

Posting Closing Date: 07/21/2017 

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.



  • Knowledge of, or ability to learn detailed Medicaid 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 skill 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.



  • Six months of experience working in a high call volume setting and one year of experience providing a professional level of customer service explaining complex, medical, technical or confidential information.
  • Moderate to extensive experience and proficiency with several differenct computer programs such as Excel, Outlook and Word. Bi-lingual ( English/Spanish) preferred.



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: Pensacola