CALL CENTER REPRESENTATIVE - 64030605

Requisition No: 841395 

Agency: Department of Health

Working Title: CALL CENTER REPRESENTATIVE - 64030605

 Pay Plan: Career Service

Position Number: 64030605 

Salary:  $37,440.00 

Posting Closing Date: 12/01/2024 

Total Compensation Estimator Tool

Open Competitive Opportunity

Job Responsibilities:

This is a Health Educator position working for a large caseload of the Special Supplemental Nutrition Program for Women, Infants and Children (WIC) at the Greenacres location.  This is a bilingual position fluent in both English/Spanish. Work is performed under the supervision of the Administrative Assistant II-SES. This position requires independent judgment, initiative, applying general knowledge of business practices and skill in applying instructions to accomplish various job functions.

This position is designated as a sensitive position and is required to maintain confidential information in accordance with the Florida Department of Health (FDOH) Palm Beach County Health Department (CHD) Information Security Policy, Protocols and Procedures. Complies with the mandatory requirements in Section 215.422 F.S. and Chapter 3A-24 Florida Administrative Code regarding prompt payment process of special formula.  Confidential information data sets include Social Security; WIC and Administrative. This position may view, update or release confidential information.  This position has access to Health Management System (HMS) for Employee Activity Reports (EARs); WIC FL WiSE System; Florida Medicaid Management Information System (FMMIS); Florida Shots and Q-Flow.

Answers phone and appropriately handles all calls according to FDOH CHD policies and procedures. Answers questions and requests regarding information about the WIC program from prospective clients, community partners and the general public. Explains WIC program eligibility, application and appointment procedures, including but not limited to eligibility criteria and documents to bring for each appointment. Schedules appointments for certification, re-certification, second nutrition education contacts and other program services in the WIC FL WiSE system appointment module according to DMS150-24 (WIC Manual) for all WIC sites. Identifies first trimester pregnant applicants and assures a certification appointment is given within the required timeframe. Provides referral to other Florida Health Palm Beach County services, resources and other community agencies and programs.  Retrieve voice mail messages and returns calls in a timely manner. Responds to requests related to out of state and WIC Overseas transfers.  Provides requesting agency with needed client information following established information security procedures. 

Contacts potential and current clients who missed their appointments. Schedules and reschedules appointments assuring the correct type of appointment is given.  Monitors next available appointment dates for all sites and notifies supervisor. Collects relevant data to allow templates to be adjusted to accommodate participation increases.

Provides federally mandated second nutrition education for low-risk WIC participants on basic nutrition and breastfeeding support, following established protocols and WIC Program procedures and guidelines as stated in the WIC Manual (DHM 150-24). Notifies clients of expiring certification.

Participates in monitoring appointment center quality assurance standards, processes and productivity.  Engages in process improvement activities related to the appointment process and other related processes and indicators, such as first trimester entry into WIC, processing standards and second nutrition education contacts.

Provides federally mandated second nutrition education for low-risk WIC participants on basic nutrition and breastfeeding support, following established protocols and WIC Program procedures and guidelines as stated in the WIC Manual (DHM 150-24). Notifies clients of expiring certification. 

Participates in program and work unit staff meetings, in-service training and other staff development activities.  Completes mandatory FDOH CHD and WIC training within required timeframes. Completes travel vouchers following established guidelines and deadlines and maintains daily logs.

Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Skill in the use of Microsoft Windows based computer software programs, internet and email
• Ability to provide high-level customer service to internal and external customers.
• Ability to deal effectively with a high volume of personal contacts.
• Ability to communicate verbally in a comprehensible, focused and appropriate manner.
• Ability to accurately complete standard mathematical calculations.
• Ability to interact with co-workers, supervisors or others to establish and maintain effective working relationships.
• Ability to prioritize and organize work and control use of time.
• Ability to collect, record and analyze data.
• Knowledge of and ability to apply information security requirements.
• Ability to follow verbal and written directions.
• Skill in presenting information orally
• Ability to provide culturally appropriate services to a diverse population.
• Ability to use the WIC FL WiSE System.
• Fluent both verbally and in writing in English/Spanish.

Qualifications:

Licensure/registration/certification requirements (If applicable, list the appropriate Florida Statute or federal regulation cite): N/A

Other job-related requirements for this position:

• Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency.  Emergency duty required of the incumbent includes working in special needs shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.
• Valid Driver’s License
• Travel throughout Palm Beach County is required.
• This position requires constant contact with the public in a high volume of telephone calls.
• This position works primarily in an office setting and most of the working period is spent in a seated position. Tasks may involve extended periods of time at a keyboard or workstation.
• This position requires substantial repetitive movement of the wrists, hands or fingers for sustained periods of time.
• Occasionally required to lift and/or move objects up to 25 lbs.

Working hours: A) Daily from 8:00AM to 5:00PM (B) Total hours in workweek 40 (C) Explain any variation in work (split shift, rotation, etc.)

• Work hours may be adjusted to accommodate evening and/or weekend clinics or activities.

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the Healthiest State in the Nation.

Values:

I nnovation: We search for creative solutions and manage resources wisely.

C ollaboration: We use teamwork to achieve common goals & solve problems.

A ccountability: We perform with integrity & respect.

R esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

5985 10th Avenue North, Greenacres, FL 33463

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions

(For more information, please click www.myfrs.com);

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.  

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check. Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov 

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.  Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system.  E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.   

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). 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. 

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women.  The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise.  Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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 (1-866-663-4735). 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.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.