Job Information



Date: Jun 11, 2024



The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website ( .

Requisition No: 831013

Agency: Department of Health


Pay Plan: SES

Position Number: 64082254

Salary: $1,742.64 bi-weekly, $45,308.64 annually

Posting Closing Date: 06/17/2024

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.


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 ensure proper completion of work assignments. Ability to supervise others. Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals. Ability to establish and maintain affective working relationships with others.

    Florida Department of Health Mission, Vision, and Values:


    To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.


    To be the Healthiest State in the Nation.


    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

    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.

    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.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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 (1-866-663-4735). 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.

Nearest Major Market:Tallahassee