CUSTOMER CONTACT SPECIALIST - TEAM LEAD 1

Requisition No: 881002 

Agency: Department of Health

Working Title: CUSTOMER CONTACT SPECIALIST - TEAM LEAD 1

 Pay Plan: Career Service

Position Number: 64080494 

Salary: $36,317.26 - $40,000 

Posting Closing Date: 08/16/2026 

Total Compensation Estimator 

Division of Medical Quality Assurance

Bureau of Operations

Customer Contact Center

Customer Contact Specialist – Team Lead

Open Competitive Opportunity

Are you a leader looking for an interesting position?

Do you enjoy research and providing solutions?

Do you enjoy helping others?

We are seeking a strong Team Lead in MQA’s Bureau of Operations Customer Contact Center. The candidate selected for this position should be ready to lead by example, as the Team Lead role is vital to our incredible team. Our team performs research for complex regulatory activities involving eligibility for registration, certification, and licensure. The Ideal candidate will be able to work with a team, exercise independent judgement, provide guidance, and exercise problem-solving skills in dealing with potential applicants and licensees to resolve issues.

If you’re ready to take on a high-impact role where your skills will be recognized and valued, we want to hear from you. This is your opportunity to be a key player on a strong team within the Bureau of Operations that makes a real difference on our 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.
• This position requires current authorization to work in the United States without employer sponsorship. The Department of Health is unable to provide employment visa sponsorship (this includes Stemp OPT and/or Form I-983).
• To ensure honesty, all applicants must provide their own work. Unless explicitly requested, the use of Artificial Intelligence (AI) tools to assist with Qualifying Questions, Work Samples, or Interviews is strictly prohibited. Any breach of this requirement will lead to the applicant being removed from consideration. 

Your Specific Responsibilities:

This position performs advanced and complex regulatory activities involving health care practitioner inquiries to determine eligibility for registration, certification or licensure. The incumbent must exercise independent judgment in resolving issues with potential applicants and licensees. This position requires strong problem-solving support and the ability to provide support regarding certification, licensure, discipline and other regulatory functions.

Team Lead duties include: Supports daily call center operations by assisting with the escalation queue daily, guiding RSIIs with complex questions, and serving as the lead on name changes, repository entry and maintaining weekly scheduling. This position oversee the mail-outs process to ensure renewals and applications are sent accurately and timely to customers. Additional responsibilities include managing reports, maintaining monthly PowerPoint presentations, responding to name change inquiries and acting as delegated authority when the supervisor is out of the office, and supporting supervisors as needed.

This position provides ongoing training for new and existing staff. Duties include coaching team members and procedures, regulatory requirements, system use, workflow as directed and offering refresher guidance to ensure consistent policies and procedures across the team.

This position provides direction, technical assistance, and personal guidance to potential applicants and licensees, both verbally and in writing, regarding initial licensure requirements, license issuance and instructions for completing electronic fingerprinting; advises customers of qualifications and licensure criteria in accordance with laws and rules.

This position communicates verbally and in writing with applicants, licensees and healthcare practitioners and other internal and external customers regulated by the Division of Medical Quality Assurance regarding licensure status. Duties include, but are not limited to, explaining licensure requirements, issuing instructions for electronic fingerprinting, responding to inquiries regarding continuing education, fees, and ensuring accuracy of information provided. The incumbent performs complex research using the department’s licensing database to respond to inquiries from applicants and documents all contact history in accordance with established procedures.

The Team Lead independently reviews documentation submitted by licensees, accurately making the required changes in the Licensing and Enforcement Database and maintains proper documentation and confidentiality records. The position provides written verification of completed changes as appropriate and prepares all supplemental documents for imaging.

This position assists the supervisor by submitting ticket requests for system updates to the Licensing and Enforcement Database.

Other duties are performed as required.

Required Knowledge, Skills, and Abilities:

• Ability to understand and apply Florida Statutes, rules, policies and procedures for licensing and regulation of professionals and facilities, and consumer protection.
• Ability to provide consultative assistance to others.
• Ability to plan, organize, and coordinate work activities.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.

Minimum Qualifications:

• A minimum of two years in a leadership role with demonstrated responsibility in training, supporting, and positively guiding members of a team. 
• A minimum of two years in in a customer service setting. 
• 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 job duties.

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 32399

This is a full-time, in-office role 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. 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 .

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 us.fitly.work). 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 us.fitly.work). 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.