Customer Support Specialist *Open Competitive*

Requisition No: 823124 

Agency: Department of Health

Working Title: Customer Support Specialist *Open Competitive*

 Pay Plan: Career Service

Position Number: 64082267 

Salary:  $1,260.00 Bi-Weekly, $32,760.00 Annually 

Posting Closing Date: 02/29/2024 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

 

Open Competitive Opportunity

 

***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 complex regulatory activities involving research, evaluation, problem resolution and response to public record requests for license certifications. Incumbent ensures the accuracy of the division’s practitioner licensee data in the database system. The incumbent must be able to understand and apply department rules, statutes, practices, and board rules.  The incumbent must exercise independent judgment in dealing with licensees and resolving issues. This position requires problem solving skills. In this capacity the incumbent is responsible for the following:

 

Answer and respond to incoming telephone calls and chats providing direction, technical assistance, and guidance to licensed health care practitioners, both verbally and in writing, regarding the renewal and issuance of their license, disciplinary actions and administrative suspensions. Performs complex research using the department’s licensing database and document repository to respond to complaints and inquiries from the public, applicants, licensees and DOH staff. Conducts independent analysis of post licensure inquiries returned by the contracted vendor. Process name/address change requests, status changes, and returned correspondence, and more, for all licensed practitioners. 

 

Independently reviews each licensure certification request to ensure appropriate validation of the processing fee. Conduct fee transactions in LEIDS for all validated money prior to producing certification letter unless the customer is exempt then a no-pay transaction is done in licensing database. All research must be performed in compliance with the laws.  Verify licensure data for all professions such as the original date of licensure, expiration dates, birthdates, education history, social security number and home address.

 

Evaluate renewal/reinstatement qualifications and/or post licensure criteria in accordance with laws and rules. Coordinate correction of deficiencies found during the renewal review. Responsible for updating of health care practitioner license records post-licensure, which requires extensive research and professional judgment. Conducts regularly scheduled renewal transaction testing on a number of professions. Assist licensees with continuing education requirements, including navigation of partner website for reporting required credits.

 

Assist those seeking general profiling data via correspondence by applying department rules/statutes to respond to inquiries. Process practitioner profile updates received electronically and by mail and forwarding information to Enforcement as needed.

 

Handle receipt of cash monies collected for licensee fees from walk-in customers, assuring monies are handled in compliance with Department policies and procedures.  This includes, but is not limited to, the transfer and deposit of funds. 

 

Research, analyze and develop desk reference manuals and coordinate new employee training and orientation of the section.  Assist management in training new employees hired within the Unit.

 

Assist with other related projects or duties as determined or requested by management. 

 

Required Knowledge, Skills, and Abilities:

Ability to interpret and apply the continuing education and financial responsibility rules of multiple Boards.  Knowledge of Educational Programs.  Ability to communicate effectively.  Ability to understand and explain statutes, rules, and regulations.  Ability to deal effectively with people. Ability to work independently.  Knowledge of office procedures and practices.  Ab