OPERATIONS & MGMT CONSULTANT MGR - SES - 64081687

Requisition No: 852033 

Agency: Department of Health

Working Title: OPERATIONS & MGMT CONSULTANT MGR - SES - 64081687

 Pay Plan: SES

Position Number: 64081687 

Salary:  $68,000 to $80,000 

Posting Closing Date: 05/06/2025 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Bureau of Operations, Licensure Support Services Unit

Operations and Management Consultant Manager - SES

Open Competitive Opportunity

*Anticipated Vacancy*

***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.

The Division of Medical Quality Assurance, Bureau of Operations, is seeking a Customer Contact Center manager who will lead teams assisting customers through voice, chat, and email and support the strategic goals of the bureau and division in licensing and regulating Florida health care practitioners. The job is fast-paced and focuses on guiding managers and team members in their support of applicant and licensee needs while adhering to regulation and policy. The section has a range of operational responsibilities in conjunction with licensing Florida health care practitioners, and this position is a subject matter expert for the statutory and rule authority for licensure and helps lead bureau and division initiatives in response to legislative changes and performance improvement.

The manager in this position oversees Licensure Support Services and supports the bureau chief in by making recommendations and enacting decisions about current-state processes and future needs. As such, the person spends the majority of their time in management duties. The division is starting a major system transformation project, which will affect all bureaus and teams for the next three years during project engagement and modernization. The person in this position will lead the Customer Contact Center through the system transformation project and assist across the division with business process realignment. The successful candidate demonstrates the ability to make recommendations at a division leadership level to improve management capabilities and team performance.

This position has a strong customer service role, both internally and externally, and must be confident communicating and making decisions collaboratively with teams in the program offices and other divisions. This candidate should be a competent communicator and embrace technology solutions so they can be integrated into workflow effectively.

Successful candidate demonstrates:

• Experience at a management level in a customer contact center; experience supervising teams of call agents is highly preferred.
• Experience developing training plans and initiatives to recruit, retain, and motivate employees.
• Experience applying statutory and regulatory requirements in decision making; knowledge of licensure requirements in Chapters 120 and 456, Florida Statutes, preferred.
• Ability to develop strategic performance and process improvement and execute with success.
• Experience managing a budget for daily needs as well as preparing supporting information for budgetary requests; contract management experience is helpful.
• Ability to mentor other managers and develop leadership potential.
• Ability to communicate clearly in intrapersonal situations, meetings, and strategy sessions, and in written communications.
• Understanding of customer service in a high-volume, front-line customer contact center and the ability to resolve issues.
• Ability to identify and analyze business requirements and systems design to meet the business needs of the program. 
• Ability to analyze data and make recommendations for changes, improvements, and modifications to ensure the quality and accuracy of information.

Preferred:

• Experience working with technical contacts to mitigate telecommunication system issues and execute optimization; Avaya experience is especially preferred.
• Demonstration of personal, professional development geared toward public administration, management and leadership.
• Experience with projects, especially customer relationship and workflow management systems; licensing or case management systems especially preferred.

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

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.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

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.