Medical Assistance Specialist 5 (MAS5AHSO) – Non-Permanent – Internal Only

Medical Assistance Specialist 5 (MAS5/AHSO) Non-Permanent Internal Only

This is a project position funded through 9/30/2027.

This opportunity is internal and available to current HCA employees only.

The Medical Assistance Specialist 5 leads and supervises a team of call center customer service providers serving Apple Health (Medicaid) customers across the state. The ideal candidate will have demonstrated skills in leadership communication and adaptability. If you are motivated to lead a team providing critical customer service to Washingtonians this may be the position for you.

About the division:

The Apple Health Services and Operations (AHSO) Division works across the Health Care Authority (HCA) and in partnership with the health care community at local state and federal levels in order to develop and manage high quality and evidence-based health care programs and purchase services that enhance Washington States citizens ability to access appropriate quality health care.

About the position:

The Medical Assistance Specialist 5 (MAS5) Plans organizes reviews and supervises the work of assigned Medical Assistance Specialists trainees and support staff. Hires counsels evaluates disciplines and trains staff. Plans organizes and implements customer service activities and schedules including call center operation provider inquiries and Managed Care enrollment. Monitors real time call performance data provided by Avaya Call Management System and makes decisions regarding staffing levels and task assignments. This position also includes the need to have the ability to supervise in a collective bargaining environment. Interprets Medical Assistance WAC and RCW program policies and procedures provides direct assistance and guidance to Medical Assistance Specialists on complex client and provider issues. Responsible for assisting the Section Manager in developing new policies and procedures for call center operations Managed Care enrollment activities provider inquiries HIPAA compliance and claim processing activities. Compose edit and formalize letters in response to client and provider written and verbal inquiries. Responds to inquiries complaints and requests for information from legislative staff Governors office and other provider or client advocates and stakeholders. Represents Medical Assistance Customer Service Center and Division of Apple Health Services & Operations in meetings and by interacting with other HCA divisions and programs in planning and implementing program service improvements for MACSC customers system enhancements and provider billing policy.

Some of what you will do:

• Hires counsels evaluates disciplines and trains staff.
• Plans organizes and implements customer service activities and schedules including call center operation provider inquiries and Managed Care enrollments.
• Monitors call traffic of a high-volume call center that assists providers and clients by responding to questions and resolving issues pertaining to access to care billing claims payment eligibility and enrollment in Managed Care plans.
• Monitors real time call performance data provided by Avaya Call Management System and makes decisions regarding staffing levels and task assignments.
• Analyzes data provided by automatic call distribution management reporting system to monitor Medical Assistance Specialists workload and performance.
• Interprets Medical Assistance WAC and RCW as well as program policies and procedures providing direct assistance and guidance to Medical Assistance Specialists on complex client and provider issues.
• Assists the Section Manager and Operations Team in developing new policies and procedures for call center operations Managed Care enrollment activities provider inquiries HIPAA compliance and claim processing activities.
• Composes edits and formalizes letters in response to inquiries complaints and requests for information from legislative staff Governors office and other provider or client advocates and stakeholders.

Required qualifications:

Qualifying candidates will satisfy one of the following criteria options:

Option 1:

Option 2:

Option 3:

Option 4:

Option 5:

Required experience for this position is defined as:

Required competencies:

Preferred qualifications:

• Experience working in a call center environment.
• Proficient in the use of ProviderOne and Siebel Soft Phone.

How to apply:

Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification.

• A cover letter that specifically addresses how you meet the qualifications for this position
• Current resume

To take advantage of veteran preference please do the following:

About the HCA:

Functioning as both the states largest health care purchaser and its behavioral health authority the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.

There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars HCA purchases health care including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention crisis and recovery supports to all Washington residents.

What we have to offer:

• Meaningful work with friendly co-workers who care about those we serveVoices of HCA
• A clear agency mission that drives our work and is person-centeredHCAs Mission Vision & Values
• A healthy work/life balance including alternative/flexible schedules and mobile work options.
• A great total compensation and benefit packageWA State Government Benefits
• A safe pleasant workplace in a convenient location with restaurants and shopping nearby.
• And free parking!

Notes:

Prior to a new hire a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment.

HCA is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected included and empowered to bring unique ideas to the agency. HCA has five employee resource groups (ERGs). ERGs are voluntary employee-led groups whose aim is to foster a diverse inclusive workplace aligned with HCAs mission.Our diversity and inclusion efforts include embracing different cultures backgrounds and viewpoints while fostering growth and advancement in the workplace. Studies have shown women racial and ethnic minorities and persons of disability are less likely to apply for jobs unless they feel they meet every qualification as described in a job description. Persons over 40 years of age disabled and Vietnam era veterans as well as people of all sexual orientations and gender identities are also encouraged to apply. If you have any questions about the required qualifications or how your experience relates to them please contact us at.Persons with disabilities needing assistance in the application process or those needing this job announcement in an alternative format may contact Angelic Matthews at

The Washington State Health Care Authority (HCA) is anE-Verify employer. All applicants with alegal right to workin the United States are encouraged to apply.

E-Verify is a registered trademark of the U.S. Department of Homeland Security.

Subscribe to our weekly newsletterto receive a list of new job postings at HCA.