Call Center Operator

Requisition No: 884062

Agency: Department of Health

Working Title: Call Center Operator

Pay Plan: Career Service

Position Number: 64004730

Salary: $34,760.00 to $36,500.00

Posting Closing Date: 09/28/2026

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*This is a fulltime Career Service (CS) Senior Clerk position working with the Department of Health in Lee County.*

The incumbent of this position provides administrative support to DOH-Lee Women, Infants and Children Program. This position may serve clients that speak only Spanish, Creole, or other languages. It may require performance of interpreter duties, if bi-lingual, or implementation of the Department’s Limited English Proficiency Plan.

CLIENT SERVICES:

Answers call professionally by using department’s opening and closing statements. Answers and processes all incoming calls with the purpose of providing WIC related information as requested. Provides excellent customer service .

Independently assesses and screens existing and potential WIC participants, verifies client status, schedules, and reschedules client appointments, interviews participants for demographics, WIC income eligibility and immunizations compliance; issues benefits, special formula and EBT cards. Ensures clients receive earliest appointments in accordance with WIC client processing standards. Communicates concerns regarding local site appointments available to site supervisor as appropriate. Refers calls to WIC local units, site supervisors, health department services or community assistance agencies.

Operates and navigates FL-WiSE System, operates computer terminals, scanners, signature pads, card readers/pin pads. Browse appropriate screens to ensure that duplicate electronic files are not created, documents and reports duplicates found as required. Enters and updates client precertification information, ensures mothers and infants are linked together with mother’s family ID number, and issuance records, and client Benefits Valid Through (BVT) dates, verify certification status and alert/notes screens, as required. Inputs appropriate comments pertaining to clients financial, health, concerns, and/or requests in the Client Alert or Note screen. Provides interactive newsletter contact and voter registration compliance. Responsible for security, inventory, storage, and accurate completion of special formula, EBT card issuance log and supply orders. Completes precertification screen for anyone walking in and requesting a WIC appointment.

Informs clients on what to bring to WIC appointments such as medical referral, income documentation, immunization cards, social security card, child and/or other approved documents. Provides proper WIC program Breastfeeding and/or DOH-Lee referrals as required. Instructs participants on redemption procedures, rights and obligations, program policies and procedures, vendor/participant concerns. Provides vendor list when requested and information to the public regarding the WIC Program, classes, and/or other program events.

Determines if WIC or potential WIC participants have special requirements (i.e. special formula, deaf services interpreter, or other foreign language interpreter needs) and schedules required service appointments accordingly. Verifies site to site, agency to agency, and out of state VOC client transfers. Ensure clients are transferred electronically to appropriate local sites as required. Contacts appropriate out of state WIC offices to confirm client certification status and schedules client transfer appointment.

ADMINISTRATIVE:

Collects, documents and distributes messages for employees and clients. Participates in ongoing nutrition education and outreach activities with local agency. Generates and submits Pre-natal letters for missed appointments. Assists completing the FL-WiSE System No-Show report and schedules appointments for missed appointments. Assists with completing Administrative FL-WiSE System Opt-Out (Texting) reports.

BREASTFEEDING:

Protects, promotes and supports breastfeeding. Refers clients to appropriate site for breastfeeding information, concerns and/or breast pump loan. Conducts Breastfeeding class appointment call reminders.

OTHER:

Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Knowledge of correct spelling, punctuation & grammar usage
• Knowledge of DOH Branding Guide and ability to apply it correctly to written correspondence and documents
• Ability to organize & maintain filing systems
• Ability to handle telephone calls in a courteous & effective manner
• Ability to communicate effectively verbally and in writing
• Ability to establish & maintain effective working relationships with others
• Ability to understand, interpret & apply applicable rules, regulations, policies & procedures
• Ability to prioritize individual workload
• Ability to frequently bend, kneel, reach, sit or stand for long periods of time
• Ability to lift and carry up to 50 pounds as needed
• Ability to frequently use telephone, computer, copier
• Ability to work in a noisy environment
• Ability to review data for accuracy & completeness
• Ability to work independently or with minimal supervision
• Ability to work in an isolated work environment
• Skill in use of computers and Microsoft Office applications

Minimum Qualifications:

• Possess a valid driver’s license and have a motor vehicle to perform duties.
• Experience working in a call center.
• Skill in operating a personal computer.

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:

Fort Myers

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions (For more information, please click

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit

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 aiapply.co). 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 aiapply.co). 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.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.