68061964 - PROGRAM OPERATIONS ADMINISTRATOR - SES

Requisition No: 878765 Agency: Agency for Health Care Administration Working Title: 68061964 - PROGRAM OPERATIONS ADMINISTRATOR - SES Pay Plan: SES Position Number: 68061964 Salary: $1,833.39 - $2,383.41 Biweekly Posting Closing Date: 07/07/2026 Total Compensation Estimator ToolAgency 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 the 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 Program Operations Administrator 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 working in a supervisory capacity for the Medicaid Helpline Contact Center within the Bureau of Recipient and Provider Assistance. The incumbent will oversee a defined team of Medicaid Recipient and Provider Contact Center staff. The incumbent in this position spends a major portion of the time communicating with motivating, training, and evaluating employees, planning and directing the work of team members, while assisting in the overall operations of the Medicaid Helpline Contact Center and its various functions. Travel will be 1-25%. Work hours are Monday - Friday, 8:00 AM - 5:00 PM with one hour lunch. This position is not a remote or telework position. Benefits of working for the State of Florida: Working for the State of Florida is more than a paycheck. We offer an excellent array of benefits, including:

• Health insurance (i.e., individual and family coverage) to eligible employees
• Life insurance; $25,000 policy is free plus option to purchase additional life insurance
• Dental, vision and supplemental insurance
• State of Florida retirement options, including employer contributions
• Ability to earn up to 176 hours of paid annual leave as a new employee with the State of Florida
• Ability to earn up to 104 hours of sick leave annually
• Nine paid holidays and 1 personal holiday each year
• Opportunities for career advancement
• Tuition waivers (accepted by major Florida Colleges/universities)
• Student loan forgiveness opportunities (eligibility required)
• Training opportunities
• Flexible Spending Accounts
• Shared Savings Program for select medical services
• Lower copays for prescription drugs
• Health and Wellness discounts

For a more complete list of benefits, please visit 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, SKILLS, AND ABILITIES

• 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, Human Resources policies and procedures.
• Knowledge of, or ability to learn, several computer-based systems and programs such as HT, FMMIS, Genesys, Outlook, Excel, Word, SharePoint, People First, etc.
• Basic knowledge of medical terminology.
• Possess excellent communication skills, verbal and in writing, including effective listening, understanding, and motivating. Efficient time management, organizational, and multi-tasking skills.
• Professional interpersonal skills in both one-on-one and in group settings.
• Telephony skills in a high call volume setting. Typing and/or keyboarding skills.
• Analytical and problem-solving skills.
• Abilities to effectively supervise, lead, direct, and motivate individuals and groups.
• Abilities to manage, prioritize, and/or delegate work to meet established standards and deadlines.
• Abilities to work well under pressure, and to evaluate issues and make decisions quickly and objectively.
• Ability to learn and to apply knowledge.
• Ability to train and motivate others.
• Ability to adapt to and facilitate changes.
• Ability to travel with or without accommodation.
• Ability to form and maintain professional and effective working relationships.
• Ability to work independently or as part of a team.

MINIMUM QUALIFICATIONS REQUIREMENTS

Two years of experience providing a professional level of customer service in a fast-paced consumer centric environment. One year experience supervising, motivating, training or coaching staff, both individually and as a group. Preference will be given to candidates that have moderate to extensive experience and abilities using different computer programs such as Excel, Outlook, and Word, etc. including quick and accurate typing/keyboarding skills. Preference will be given to candidates that have Medicaid Helpline Contact Center experience. LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS N/A

CONTACT: AMARAH KHAN View phone number on click.appcast.io

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 View phone number on click.appcast.io). 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.