Customer Contact Specialist - Team Lead

Customer Contact Specialist - Team Lead

We are seeking a strong Team Lead in MQA's Bureau of Operations Customer Contact Center. The candidate selected for this position should be ready to lead by example, as the Team Lead role is vital to our incredible team. Our team performs research for complex regulatory activities involving eligibility for registration, certification, and licensure. The Ideal candidate will be able to work with a team, exercise independent judgement, provide guidance, and exercise problem-solving skills in dealing with potential applicants and licensees to resolve issues.

If you're ready to take on a high-impact role where your skills will be recognized and valued, we want to hear from you. This is your opportunity to be a key player on a strong team within the Bureau of Operations that makes a real difference on our division.

Your Specific Responsibilities :

This position performs more complex regulatory activities involving health care practitioner inquiries to determine avenues and eligibility for registration, certification or licensure. The incumbent must 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.

Team Lead duties include : Assisting with the escalation queue daily. Assist RSIIs with complex questions on the floor. Lead on name changes and repository entry and maintain weekly schedule. Lead mail outs team with mailing renewals and applications to customers and maintain weekly mail out schedule. Delegate Authority when supervisor is out of the office. Manage reports. Maintain monthly power-point presentations. Support supervisors as needed. Respond to emails regarding name changes.

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.

Required Knowledge, Skills, and Abilities :

• Ability to understand and apply Florida Statutes, rules, policies and procedures for licensing and regulation of professionals and facilities, and consumer protection.
• Ability to provide consultative assistance to others.
• Ability to plan, organize, and coordinate work activities.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.

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 :

Innovation : We search for creative solutions and manage resources wisely.

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

Accountability : We perform with integrity & respect.

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

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

Where You Will Work :

Division of Medical Quality Assurance

Tallahassee, FL 32399

The Benefits of Working for the State of Florida :

For more information, please visit www.myfrs.com .

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

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.

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