OPS MEDICAL/HEALTH CARE PROGRAM ANALYST

68900296 - OPS MEDICAL/HEALTH CARE PROGRAM ANALYST Requisition No: 874863 Agency: Agency for Health Care Administration (AHCA) Date: Apr 28, 2026 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. The position is located in the Medicaid Contact Center, within the Bureau for Recipient and Provider Assistance (RPA) of the Division of Medicaid. Responsibilities The incumbent is responsible for the development, coordination, and delivery of training to contact center staff; handling priority assignments and special projects; data analysis and report development; providing technical assistance to help recipients and providers understand Medicaid coverage policy; and serving as the designated SharePoint administrator. Specific duties include: Develops, plans, and evaluates data analysis for the Statewide Contact Center, covering current trends, performance measures, annual monitoring plans, and corrective actions. Produces daily, weekly, and monthly performance reports. Plan and implement special projects as requested. Perform duties of contact center staff when needed, including the Choice Counseling function, providing accurate information and completing actions in the correct system. Participate as a member of the Escalation Team, handling calls, completing assigned tasks, and initiating special projects. Research and respond to legislative assignments, correctional flow, and other priority issues; contact constituents for information and provide updates while communicating throughout the process. Represent the Agency at 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. Maintain up-to-date knowledge of Florida Medicaid Program, federal laws, state statutes, regulations, waivers, and program manuals; stay informed about Choice Counseling procedures and Medicare, Medicaid programs, and alternative financing and delivery models. Provide technical assistance for audio, network, and system issues (HealthTrack, FMMIS, Outlook, Genesys, SharePoint, Teams). Backup other Medical/Health Care Program Analysts in the Contact Center. Perform other duties as assigned. Attendance is essential; the position is not a remote or telework role. Compensation and Benefits This position will be filled at $21.00 hourly and is non-negotiable. Other benefits for OPS employees include: No state income tax for Florida residents. State Group Insurance coverage options for health, life, dental, vision, and supplemental insurance. 401(a) FICA alternative plan administered through VALIC (tax-deferred retirement savings). Participation in the Florida Deferred Compensation Plan (457b). For a more complete list of benefits and eligibility requirements, visit Knowledge, Skills, and Abilities Knowledge or ability to learn detailed Medicaid policies and procedures. Knowledge or ability to learn Statewide Medicaid Managed Care programs (MMA, LTC, and F-F-S). Knowledge or ability to learn Contact Center policies and procedures, including Choice Counseling. Knowledge of computer systems: HT, FMMIS, Genesys, CCMWeb, Outlook, Excel, Word, SharePoint, People First. Strong spelling, grammar, and punctuation. Excellent verbal and written communication skills, including active listening and explanation of technical information. Efficient time management, organization, and multitasking. Professional interpersonal skills in one-to-one and group settings. Professional telephone skills in a high call volume environment. Analytical and problem-solving skills. Ability to meet deadlines under pressure. Ability to analyze and develop reports and make recommendations. Ability to handle sensitive information and adhere to confidentiality. Ability to train and motivate others. Ability to create presentations and training materials. Ability to adapt to changes. Ability to form and maintain professional relationships. Ability to travel with or without accommodation. Minimum Qualifications At least two years of experience providing professional customer service in a fast-paced consumer-centric environment. At least two years of experience in developing, evaluating, or using data reports for planning, workload analysis, or monitoring, including Microsoft Excel or similar. At least three years of experience explaining policies and procedures to customers with limited understanding, or researching and resolving customer issues and complaints. Preference for applicants with moderate to extensive experience with Excel, Outlook, and Word, and quick accurate typing skills. Six months of experience in Project Management. Licensure, Certification, or Registration Requirements N/A Contact TIFFANY TRINIDAD – View phone number on click.appcast.io Background Screening Applicants must successfully complete a state and national criminal history check before employment begins. Screening may include fingerprinting for state and federal records. Applicants requiring reasonable accommodation under the Americans with Disabilities Act must notify the hiring authority in advance. The State of Florida supports a drug-free workplace and requires reasonable suspicion drug testing as mandated by Florida law. For assistance, call the People First Service Center at View phone number on click.appcast.io Monday to 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. #J-18808-Ljbffr