OPS CUSTOMER CONTACT SPECIALIST - ESCALATION TEAM

State of Florida • Tallahassee, FL

2d • $17 - $17 • Onsite

About The Position

If you have a background in providing excellent customer service, you enjoy being on the phone assisting healthcare professionals, and have an interest in doing research to provide solutions to complex inquires…then we want to hear from YOU!

The Division of Medical Quality Assurance, Bureau of Operations, Communication Services Unit (Call Center), is seeking multiple Regulatory Specialist II’s to join our dynamic team. Due to the variable nature of calls received from all health professions, this is an excellent opportunity to establish yourself in your vocation/career, while gaining knowledge that will assist in your growth for any future opportunities within the division.

Requirements

• 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.
• Minimum of two years of customer service experience
• Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. The role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods.
• Must be willing to physically come into the office to perform the duties & responsibilities of the position.
• Must be willing to work a designated shift between the hours of 9:00am-3:00pm.

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 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.
• 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.

Benefits

• State of Florida 401(a) FICA Alternative Plan (mandatory)
• Participation in state group insurance (upon meeting eligibility requirements. Consult with People First and/or the serving HR office)
• Workers’ Compensation (mandatory, if needed)
• Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
• Deferred Compensation (voluntary)
• Employee Assistance Program (voluntary)

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed