Medical Assistance Specialist ; MAS​/AHSO Non Internal

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.

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 State’s citizens’ ability to access appropriate, quality health care.

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, Governor's 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.

This position is eligible to telework and is typically not required to report on-site. The default assigned work location of all Health Care Authority (HCA) positions – both on-site and telework eligible positions – is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs. All agency employees are required to report on-site in Olympia on their first and last days of employment to pick up and return state-issued equipment, regardless of telework status or location.

• Plans, organizes, reviews, and supervises the work of assigned Medical Assistance Specialists, lead workers, and support staff in a collective bargaining environment.
• 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…