PROGRAM OPERATIONS ADMINISTRATOR - SES *Open Competitive*

Requisition No: 834742 

Agency: Department of Health

Working Title: PROGRAM OPERATIONS ADMINISTRATOR - SES *Open Competitive*

 Pay Plan: SES

Position Number: 64082254 

Salary:  $1,794.92 bi-weekly, $46,668.01 annually 

Posting Closing Date: 08/12/2024 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Open Competitive Opportunity

 

Are you a strong manager with a firm understanding of prioritizing work and a thirst for customer service?  Will you build a team that exceeds expectations while supporting one another?  Do you possess an appropriate sense of urgency and empathy?  If joining a management team committed to building a strong foundation of communication and customer service excellence is the challenge you have been seeking, we want to know how you would contribute as the next Program Operations Administrator in the Bureau of Operations, Licensure Support Services, Customer Contact Center. 

 

***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 spends more than 50% of the time engaged in supervisory responsibilities. This includes communicating with, motivating, training, and evaluating employees in addition to planning and directing employees’ work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensuring proper coverage, and complete timesheets.

 

The individual in this position is responsible for the supervision of a team of 9 call agents in the centralized call center within the Bureau of Operations, Division of Medical Quality Assurance. In addition, this position has the authority for hiring and taking disciplinary action or effectively recommending such actions.

 

This position requires the ability to communicate effectively, verbally and in writing. The individual in this position uses discretion and independent judgment in performing the following duties:

 

Provide call agents with instructions, procedures and directives needed to efficiently provide professional, accurate and courteous assistance to the public. Measures staff performance via Contact Center reports and monitoring phone calls.  

 

Handle escalated calls by providing personal guidance to healthcare practitioners with more complex and/or technical inquiries regarding certification, licensure, discipline, and other regulatory functions.

 

Assist the section manager in developing policies and procedures for the team and recommends changes in policies and procedures. Assists in managing the development of new programs and improvements to existing programs to meet client, applicant or licensees needs to ensure the efficiency of Call Center Operations.

 

Performs related work as required.

 

Required Knowledge, Skills, and Abilities:

Knowledge, skills and abilities, including utilization of computer and telephone equipment, required for the position: Ability to determine work priorities, assign work, and ensu