CUSTOMER CONTACT SPECIALIST - TEAM LEAD

State of Florida • Tallahassee, FL

7d • $36,317 - $38,000 • Onsite

About The Position

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.

Requirements

• 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.
• 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.
• This position requires current authorization to work in the United States without employer sponsorship. The Department of Health is unable to provide employment visa sponsorship (this includes Stemp OPT and/or Form I-983).
• 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.

Nice To Haves

• Are you a leader looking for an interesting position?
• Do you enjoy research and providing solutions?
• Do you enjoy helping others?

Responsibilities

• This position performs advanced and complex regulatory activities involving health care practitioner inquiries to determine eligibility for registration, certification or licensure.
• The incumbent must exercise independent judgment in resolving issues with potential applicants and licensees.
• This position requires strong problem-solving support and the ability to provide support regarding certification, licensure, discipline and other regulatory functions.
• Supports daily call center operations by assisting with the escalation queue daily, guiding RSIIs with complex questions, and serving as the lead on name changes, repository entry and maintaining weekly scheduling.
• This position oversee the mail-outs process to ensure renewals and applications are sent accurately and timely to customers.
• Additional responsibilities include managing reports, maintaining monthly PowerPoint presentations, responding to name change inquiries and acting as delegated authority when the supervisor is out of the office, and supporting supervisors as needed.
• This position provides ongoing training for new and existing staff. Duties include coaching team members and procedures, regulatory requirements, system use, workflow as directed and offering refresher guidance to ensure consistent policies and procedures across the team.
• This position provides direction, technical assistance, and personal guidance to potential applicants and licensees, both verbally and in writing, regarding initial licensure requirements, license issuance and instructions for completing electronic fingerprinting; advises customers of qualifications and licensure criteria in accordance with laws and rules.
• This position communicates verbally and in writing with applicants, licensees and healthcare practitioners and other internal and external customers regulated by the Division of Medical Quality Assurance regarding licensure status. Duties include, but are not limited to, explaining licensure requirements, issuing instructions for electronic fingerprinting, responding to inquiries regarding continuing education, fees, and ensuring accuracy of information provided.
• The incumbent performs complex research using the department’s licensing database to respond to inquiries from applicants and documents all contact history in accordance with established procedures.
• The Team Lead independently reviews documentation submitted by licensees, accurately making the required changes in the Licensing and Enforcement Database and maintains proper documentation and confidentiality records.
• The position provides written verification of completed changes as appropriate and prepares all supplemental documents for imaging.
• This position assists the supervisor by submitting ticket requests for system updates to the Licensing and Enforcement Database.
• Other duties are performed as required.

Benefits

• 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
• Flexible Spending Accounts
• Tuition waivers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed