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64003149-51351164-20131218093006 Agency Name: Health

Broadband/Class Code: 13-1041-01
Position Number: 64003149-51351164
Annual Salary Range: $25,479.22 FT/$12,739.61 PT
Announcement Type: Open Competitive
Pay Grade/ Pay Band: BB003
Closing Date: 6/20/2014

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






This is a continuous advertisement for six months.

Full Time salary will be $979.97 biweekly, $25,479.22 annually

Part Time salary will be $489.99 biweekly, $12,739.61 annually

Applicants from this job posting will be used to fill multiple positions and/or future vacancies for Career Service as positions become available.

Prior interviewed applicants will not be considered.

**NOTE: All responses provided to the qualifying questions for this vacancy advertisementmustbe verifiable on your State of Florida employment application. **

The hiring process includes completion of application, an electronic skills assessment, an in-person interview, employment reference checks, and background screening.


This position is located in the Department of Health, Division of Medical Quality Assurance, Communication Services Unit (Call Center).

Office hours are 8:00 am - 6:00 pm

Full Time shifts are assigned 8:00 am - 5:00 pm, 8:30 am - 5:30 pm or 9:00 am - 6:00 pm based on phone coverage needs.

Part Time shifts are 11:00 a.m. – 3:00 p.m., 11:30 a.m. – 3:30 p.m., or 12:00 p.m. – 4:00 p.m. based on phone coverage needs.

Incumbents must be able to work in a Call Center environment answering a high volume of incoming calls. Incumbents must be able to understand and apply Florida Statutes, rules, policies and procedures for licensing and regulation of healthcare professionals and facilities. This position provides consultative assistance to others, plans, organizes and coordinates work activities, communicates effectively, and establishes and maintains effective working relationships with management and co-workers. If necessary, incumbents must be willing to amend their schedules to ensure that the queue is cleared at the close of a business day

Other job-related requirements for this position: Emergency duty required of the incumbent includes working in special needs or Red Cross shelters, or to perform other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.

Professional Experience and Fluency in Spanish is preferred.

This position requires a security background check and/or drug screening and participation in direct deposit.

A successful background check and fingerprinting is a condition of employment.

Note: You will be required to provide your Social Security Number (SSN) in order to conduct the background check.

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.”


Answers incoming phone calls regarding healthcare licensure.

Provides information to callers or routes calls as appropriate.

Maintains and provides information and documents, and responds to questions from individuals or groups concerning licenses, certifications, applications, renewals, regulations and disciplinary actions.

Performs detailed research to answer inquiries from those who are currently licensed or seeking licensure in Florida as health care practitioners or facilities.

Understands and interprets statutes, Department and/or Board administrative codes, rules and regulations.

Interprets application and renewal fees.

Exercises independent judgment in dealing with consumers and licensees.

Navigates computer systems to obtain information.

Mails out licensure applications.


Getting Information Needed to Do the Job

Observing, receiving, and otherwise obtaining information from all relevant sources.

Communicating With Persons Outside Of the Organization

Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.

Judging Qualities of Things, Services, People

Making judgments about or assessing the value, importance, or quality of things or people.

Evaluating Information Against Standards

Evaluating information against a set of standards and verifying that it is correct.

Making Decisions and Solving Problems

Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.

Documenting/Recording Information

Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.

Identifying Objects, Actions, and Events

Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.

Interpreting Meaning of Information To Others

Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.

Monitor Processes, Material, Surroundings

Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.

Provide Consultation and Advice to Others

Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.

Speaking Talking to others to effectively convey information
Monitoring Assessing how well one is doing when learning or doing something
Information Gathering Knowing how to find information and identifying essential information
Reading Comprehension Understanding written sentences and paragraphs in work related documents
Writing Communicating effectively with others in writing as indicated by the needs of the audience
Critical Thinking Using logic and analysis to identify the strengths and weaknesses of different approaches
Implementation Planning Developing approaches for implementing an idea
Problem Identification Identifying the nature of problems
Identification of Key Causes Identifying the things that must be changed to achieve a goal
Coordination Adjusting actions in relation to others' actions
Active Listening Listening to what other people are saying and asking questions as appropriate
Judgment and Decision Making Weighing the relative costs and benefits of a potential action
Information Organization Finding ways to structure or classify multiple pieces of information
Product Inspection Inspecting and evaluating the quality of products
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Law, Government and Jurisprudence Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process
Personnel and Human Resources Knowledge of policies and practices involved in personnel/human resource functions
Mathematics Knowledge of numbers, their operations, and interrelationships including one or more of the following: arithmetic, algebra, geometry, calculus, statistics, and their applications
Economics and Accounting Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data
Coordination Adjusting actions in relation to others' actions
Management of Personnel Resources Motivating, developing, and directing people as they work, identifying the best people for the job


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 the People First Service Center (1-877-562-7287). 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.

Pursuant to Chapter 295, Florida Statutes, eligible veterans and spouses of veterans will receive preference in
employment and are encouraged to apply. For applicants claiming Veterans' Preference, please attach supporting
documentation that includes character of service (for example, DD form 214 Member Copy #4) when you apply for a vacancy. Applicants may also fax their supporting documentation to People First at 1-888-403-2110. All
documentation is due by the closing date of the job announcement.

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