Requisition No: 843990 

Agency: Department of Health

Working Title: Customer Support Specialist-Team Lead *Open Competitive*

 Pay Plan: Career Service

Position Number: 64080816 

Salary:  $1,451.51 bi-weekly 

Posting Closing Date: 01/09/2025 

Total Compensation Estimator Tool

Open Competitive Opportunity

Division of Medical Quality Assurance

Bureau of Operations – Licensure Support Services

***ATTENTION CANDIDATES***

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 is a team lead position which performs complex regulatory activities involving research, evaluation, problem resolution and response to public record requests for written license certifications, license renewal and overall license maintenance of health care practitioner records. Incumbent ensures the accuracy of health care practitioner records within the licensure database system. The incumbent must be able to understand and apply department rules, statutes, practices, and board rules. The incumbent must exercise independent judgment in dealing with licensees and resolving issues. This position requires problem solving skills. In this capacity the incumbent is responsible for the following:

Team Leads duties will include: Assist Regulatory Specialist II’s with complex questions related to the maintenance of healthcare practitioner licenses to include renewal and profile updates within Licensure Maintenance Team. Assist with creation of new licensure files as needed by the professional licensing boards. Provides management with consultative services to improve management capabilities with contractual services of the license and revenue vendor. Delegate authority when supervisor is out of the office. Support supervisor and other team lead as needed and assist with training of new and existing employees.

Provide direction, technical assistance, and guidance to licensed health care practitioners, both verbally and in writing, regarding the renewal and issuance of their license, administrative suspensions, and reinstatements. Performs complex research using the department’s licensing database to respond to complaints and inquiries from the consuming public, applicants, licensees, and Department of Health staff. Conducts independent analysis of post licensure inquiries returned by the contracted vendor.

Independently reviews each licensure certification request to ensure appropriate validation of the processing fee. Conduct fee transactions within the licensure database for all validated money prior to producing certification letter unless the customer is exempt then a no-pay transaction is done in licensing database. All research must be performed in compliance with the laws governing confidentially. Verify licensure data for all professions such as the original date of licensure, expiration dates, licensure status, birthdates, education history, social security number and home address. Other major corrections are reported to the supervisor.

Evaluate renewal qualifications and/or post licensure criteria in accordance with laws and rules. Coordinate correction of deficiencies found during the renewal review. Responsible for updating the accuracy of health care practitioner license records post-licensure, which requires extensive research and professional

judgment. Answer and respond to incoming telephone calls presented to the helpdesk.

Assist those seeking general profiling data via correspondence. Process practitioner profile updates received electronically and by mail and forward information to the Bureau of Enforcement as needed.

Handle receipt of cash monies collected for licensee fees from walk-in customers, assuring monies are handled in compliance with Department policies and procedures. This includes, but is not limited to, the transfer and deposit of funds.

Research, analyze and develop desk reference manuals and coordinate new employee training and orientation to the section. Assist management and other team lead in training new employees hired within the Unit.

Assist with other related projects or duties as determined or requested by management.

Required Knowledge, Skills, and Abilities:

Ability to interpret and apply the continuing education and financial responsibility rules of multiple Boards. Ability to communicate effectively. Ability to understand and explain statutes, rules, and regulations. Ability to deal effectively with people. Ability to work independently. Knowledge of office procedures and practices.

Ability to organize and multi-task. Working knowledge of word processing, email, and spreadsheet software. Knowledge of Florida Statutes and departmental rules.

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, FL

Leon County

Please note this is a full-time position officially located in Tallahassee and will have the option to work via telecommuting on a part-time basis once the required training is complete.

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.my frs.com);
• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit www.my benefits.my florida.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.