CUSTOMER CONTACT SPECIALIST

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

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, and possess strong problem-solving skills. The candidate selected must have the ability to provide personal guidance to applicants and licensees regarding certification and licensure, discipline and other regulatory functions. The selected incumbent must be able to communicate effectively to both internal and external customers. Provide direction, technical assistance and personal guidance to potential applicants and licensees, both verbally and in writing regarding initial licensure requirements, issuance of licenses and instructions on how to complete electronic fingerprinting; advise customers of qualifications and licensure criteria in accordance with laws and rules. Perform complex research using the department’s licensing database and respond to inquiries from applicants, the consuming public, and licensees, the selected candidate will be responsible for assuring the accuracy of information given both verbally and in writing regarding the 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. 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.

Requirements

• Minimum of two years of customer service experience
• Ability to exercise proper phone etiquette while on the phone for 8 hours a day.
• Ability to provide excellent customer service and communicate effectively both verbally and in writing with members of the public.
• Ability to work organize, multi-task, and work independently.
• Ability to learn, understand, and explain statutes, rules, and regulations.
• Knowledge of office procedures and practices.
• Working knowledge of computers, word processing, and email.
• Must be willing to physically come into the office to perform the duties & responsibilities of the position.
• 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.
• All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English.

Nice To Haves

• Background in providing excellent customer service
• Enjoys being on the phone assisting healthcare professionals
• Interest in doing research to provide solutions to complex inquiries

Responsibilities

• Performs more complex regulatory activities involving health care practitioner inquiries to determine avenues and eligibility for registration, certification or licensure.
• Exercises independent judgment in dealing with potential applicants and licensees in resolving issues, and possess strong problem-solving skills.
• Provides personal guidance to applicants and licensees regarding certification and licensure, discipline and other regulatory functions.
• Communicates effectively to both internal and external customers.
• Provides direction, technical assistance and personal guidance to potential applicants and licensees, both verbally and in writing regarding initial licensure requirements, issuance of licenses and instructions on how to complete electronic fingerprinting.
• Advises customers of qualifications and licensure criteria in accordance with laws and rules.
• Performs complex research using the department’s licensing database and responds to inquiries from applicants, the consuming public, and licensees.
• Assures the accuracy of information given both verbally and in writing regarding the licensure process.
• Updates database with information regarding contact with department.
• Independently responds to inquiries from healthcare practitioners regarding licensing matters related to continuing education requirements and fees.
• Maintains 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.
• Responds 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.

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