OPS CUSTOMER CONTACT SPECIALIST - ESCALATION TEAM 1

Requisition No: 877779 Agency: Department of Health Working Title: OPS CUSTOMER CONTACT SPECIALIST - ESCALATION TEAM 1 Pay Plan: Temp Position Number: 64802089 Salary: $17.46 hourly Posting Closing Date: 06/19/2026 Total Compensation Estimator ToolDivision of Medical Quality Assurance Bureau of Operations/Customer Contact Center Customer Contact Specialist Half-Time, OPS Open Competitive Opportunity 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.

 ***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 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. The selected incumbent must be able to communicate effectively to both internal and external customers. 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. Knowledge, Skills, and Abilities: 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 Qualifications: 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. Florida Department of Health Mission, Vision, and Values: Mission: To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts. Vision: To be the Healthiest State in the Nation. Values: I nnovation: We search for creative solutions and manage resources wisely. C ollaboration: We use teamwork to achieve common goals & solve problems. A ccountability: We perform with integrity & respect. R esponsiveness: We achieve our mission by serving our customers & engaging our partners. E xcellence: We promote quality outcomes through learning & continuous performance improvement. Where You Will Work: Division of Medical Quality Assurance Tallahassee, FL Leon County This is a full-time, in-office position with no provision for remote work. The Benefits of Working for the State of Florida: Working for the State of Florida is more than a paycheck. As an OPS employee, the benefits below are available: 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) And more! For a more complete list of benefits, including monthly costs, visit Please be advised: Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process. This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility. Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days. All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered. The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on click.appcast.io). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on click.appcast.io). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.