Senior Human Services Program Specialist

State of Florida

. Provide full-time customer service in a high-volume Contact Center .

Posted 9/21/2026full-timeOrlando • Florida • United StatesSenior💰 $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within a high-volume contact center, with a strong understanding of Medicaid policies and procedures. Capable of effective communication, problem-solving, and multitasking in a fast-paced environment.

Highest-signal resume keywords

Customer Service ExperienceMedicaid Policies KnowledgeContact Center ProceduresTelephony SkillsBilingual English/Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Medicaid Managed Care ProgramsMedical TerminologyTyping SkillsAnalytical SkillsProblem-Solving Skills

Soft Skills

Verbal CommunicationWritten CommunicationTime ManagementOrganizational SkillsInterpersonal Skills

Tools & Technologies

HTFMMISGenesys CloudOutlookExcelWordSharePointPeople First

Certifications & Qualifications

State and National Criminal History Background Screening

Industry Keywords

Contact CenterChoice CounselingMedicaid Recipient ServicesHigh-Volume EnvironmentConsumer-Centric

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide full-time customer service in a high-volume Contact Center
Answer recipient and provider questions regarding Medicaid covered services
Provide Choice Counseling regarding Statewide Medicaid Managed Care programs
Make referrals to appropriate agencies
Work in the Bureau of Medicaid Recipient Services
Enhance delivery of health care services through the Florida Medicaid Program
Work in a fast-paced, team-based environment

Requirements

What you’ll need

Two years of experience providing a professional level of customer service in a fast-paced consumer-centric environment
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, Human Resources policies and procedures
Knowledge of, or ability to learn, computer-based systems and programs such as HT, FMMIS, Genesys Cloud, Outlook, Excel, Word, SharePoint, and People First
Basic knowledge of medical terminology
Excellent verbal and written communication skills, including effective listening, understanding, and motivating
Efficient time management, organizational, and multitasking skills
Professional interpersonal skills in one-on-one and group settings
Telephony skills in a high call volume setting
Typing and/or keyboarding skills
Analytical and problem-solving skills
Ability to work well under pressure and evaluate issues and make decisions quickly and objectively
Ability to learn and apply knowledge
Ability to form and maintain professional and effective working relationships
Ability to work independently or as part of a team
Successful completion of State and National criminal history background screening, including fingerprinting, as a condition of employment
Preference: moderate to extensive experience using Excel, Outlook, Word, and similar programs, including quick and accurate typing/keyboarding
Preference: six months of experience working in a call center or high-volume setting
Preference: bilingual English/Spanish language skills

Benefits

Comp & perks

No state income tax for residents of Florida
State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options (eligibility requirements apply)
Savings & Spending Accounts
401(a) FICA Alternative Plan administered through VALIC (tax-deferred Retirement Savings Plan)
Participation in the Florida Deferred Compensation Plan (457b)