Customer Contact Specialist - Team Lead *Open Competitive*

Requisition No: 836430 

Agency: Department of Health

Working Title: Customer Contact Specialist - Team Lead *Open Competitive*

 Pay Plan: Career Service

Position Number: 64080833 

Salary:  $1,454.51 biweekly 

Posting Closing Date: 09/30/2024 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Open Competitive Opportunity

 

Are you a leader looking for an interesting position?

Do you enjoy research and providing solutions?

Do you enjoy helping others?

 

We are seeking a strong Team Lead in MQA’s Bureau of Operations Customer Contact Center who will lead by example. Team Lead is a vital role in our incredible team. Do you enjoy complex research and have a passion for problem solving to assist to our customers? Our Team performs research for complex regulatory activities involving eligibility for registration, certification, or licensure. The ideal candidate will be able to work with a team, exercise independent judgement, provide guidance, and problem-solving skills in dealing with potential applicants and licensees to resolve issues that range from certification and licensure to discipline and other regulatory functions.

 

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 in our division.

 

 

***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.

 

 

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 has to 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 will 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 an