Customer Contact Specialist *Open Competitive*

Requisition No: 840682 

Agency: Department of Health

Working Title: Customer Contact Specialist *Open Competitive*

 Pay Plan: Career Service

Position Number: 64006185 

Salary:  $33,760.00 annually 

Posting Closing Date: 11/30/2024 

Total Compensation Estimator Tool

Open Competitive Opportunity

Division of Medical Quality Assurance, Bureau of Operations, Customer Contact Center

This position is officially located in Tallahassee and will work via telecommuting after completion of the required 5-6 weeks training program, which will be held in Tallahassee in a classroom setting.  This position will be expected to report to the worksite at least one full day per month.

Due to the variable nature of calls received from all health professions this is an excellent opportunity to establish yourself in your vocation/career to learn and grow into future opportunities within the division.

***ATTENTION CANDIDATES***

This advertisement will be used to fill multiple vacancies.

To be considered for a position with the Florida Department of Health, Division of Medical Quality Assurance, Bureau of Operations:

• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be clearly supported in your employment history.

Your Specific Responsibilities:

This position is located in the Department of Health, Division of Medical Quality Assurance, Communication Services Unit (Call Center).  Office hours are 8:00 am - 6:00 pm.

This position performs more complex regulatory activities involving health care practitioner inquiries to determine avenues and eligibility for registration, certification or licensure.  The incumbent has to exercise independent judgment in dealing with potential applicants and licensees in resolving issues.  This position requires problem-solving skills and the ability to provide personal guidance to applicants and licensees regarding certification and licensure, discipline and other regulatory functions.

Provides direction, technical assistance and personal guidance to potential applicants and licensees, both verbally and in writing regarding initial licensure requirements, issuance of license and instructions on how to complete electronic fingerprinting; advise customers of qualifications and licensure criteria in accordance with laws and rules.  Communicate in writing with internal and external customers as needed to obtain and provide licensure information.

Communicates verbally and in writing with healthcare practitioners regulated by the Division of Medical Quality Assurance regarding licensure status.  Performs complex research using the department’s licensing database to respond to inquiries from applicants, the consuming public and licensees.  Responsible for assuring the accuracy of information given verbally and in writing regarding licensure process.  This includes updating database with information regarding contact with department.

Independently responds to inquiries from healthcare practitioners regarding licensing matters related to continuing education requirements and fees.  Independently research and handle technical issues to determine avenues and eligibility for registration, certification or renewal.

Maintain current information on licensees by independently reviewing documentation submitted by licensees, then accurately making the required changes in the Licensing and Enforcement Database and maintaining proper records.  Respond to licensees with written verification that change has been completed as authorized and appropriate, while maintaining confidentiality.  Prepares all supplemental documents for imaging.

Assists supervisor in submitting tickets for making updates to the Licensing and Enforcement Database.

Performs other duties as required.

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:

Division of Medical Quality Assurance

Tallahassee, Florida (Leon County)

• Please note that this position is officially located in Tallahassee and will work via telecommuting after completion of the required 5-6 weeks training program, which will be held in Tallahassee in a classroom setting. This position will be expected to report to the worksite at least one full day per month.

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.