68064645 - REGULATORY SPECIALIST I

State of Florida•Tallahassee, FL

About The Position

The Bureau of Field Operations is responsible for the survey and certification process of health care facilities across the State of Florida. These surveys ensure that all state licensed, and federally certified health care facilities meet the established state and/or federal requirements and patients and residents receive safe, quality health care. Field Operations staff also ensure the safety of residents in health care facilities when emergencies such as natural disasters occur. The employee in this position works under the direction of the Field Office Manager of the Complaint and Incident Management Unit within the Bureau of Field Operations, Division of Health Quality Assurance. This is a professional position performing regulation activities which includes ACTS/iQIES data entry, complaint analysis, and resolving consumer complaints. Utilizes independent judgment in drafting replies and communicating information to consumers, facilities, business entities, government agencies, etc., and answers questions concerning health care related topics from consumers. Makes recommendations and alerts Supervisor to problematic situations and patterns of suspicious facility activities. The incumbent works as part of a team to input data/complaints into Versa. The incumbent is responsible for researching and gathering data, handling other routine duties, and exercises independent judgement in order to meet deadlines. Ensures that nursing home complaints received by the Agency are manually and accurately transferred into the federal database within one working day. Performs back up ACTS and iQIES entry for all other facility types. As a member of the call intake team, ensures Contact Center calls are answered, routed in a consumer-friendly manner, and documented appropriately. Serves as a back-up to the Regulatory Specialist III, Regulatory Specialist II and Administrative Secretary with regard to complaint entry, reporting, telephone and mail duties. Prepares original drafts of correspondence, including letters on behalf of the Complaint and Incident Management Unit, and revises and develops form letters as appropriate for efficiency and effectiveness. Performs other duties as assigned. This position has been identified as mission essential. The incumbent in this position may be required to work during the weekend or on holidays. In addition, mission essential personnel will be required to work during disasters, to include but not limited to, work before, during and/or beyond normal work hours or days in the event of an emergency. Emergency work may involve the incumbent to work in another county or staffing location to assist other State Agencies with emergency work. Emergency duties may include, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural. A good attendance record is essential for any individual in this position as the work involved occurs daily and is time-critical. The individual in this position is expected to report to work daily and on time. Leave must be requested in advance except in emergency circumstances not under the control of the employee.

Requirements

Two years of experience in administrative work, professional regulation, consumer complaint program work, business administration, customer or public relations, investigations or documenting consumer complaints.
One year experience working in a high call volume setting, providing a professional level of customer service, explaining complex medical or technical information.
An associate’s degree from an accredited college or university can substitute on a year-for-year basis for the required experience.
Ability to handle and effectively process a high volume of work in a timely manner.
Ability to multi-task.
Ability to communicate effectively.
Ability to listen actively.
Ability to stay on task while completing repetitive duties.
Ability to perform accurate data entry into computer system.
Knowledge of complaint processing, administrative principles and practices.
Ability to answer phones and route calls appropriately.
Ability to prepare correspondence and administrative reports.
Ability to use correct spelling, grammar, and punctuation.
Ability to plan, organize, and coordinate work assignments.
Ability to work independently, as well as in team environment.

Responsibilities

ACTS/iQIES data entry
Complaint analysis
Resolving consumer complaints
Input data/complaints into Versa
Researching and gathering data
Handling other routine duties
Transfer nursing home complaints into the federal database
Answering Contact Center calls
Complaint entry
Reporting
Telephone and mail duties
Preparing original drafts of correspondence

Benefits

Health insurance (i.e., individual and family coverage) to eligible employees
Life insurance; $25,000 policy is free plus option to purchase additional life insurance
Dental, vision and supplemental insurance
State of Florida retirement options, including employer contributions
Ability to earn up to 104 hours of paid annual leave as a new employee with the State of Florida
Ability to earn up to 104 hours of sick leave annually
Nine paid holidays and 1 personal holiday each year
Opportunities for career advancement
Tuition waivers (accepted by major Florida Colleges/universities)
Student loan forgiveness opportunities (eligibility required)
Training opportunities
Flexible Spending Accounts
Shared Savings Program for select medical services
Lower copays for prescription drugs
Health and Wellness discounts