Job Description

Requisition No: 878599

Agency: Department of Health

Working Title: OFFICE OPERATIONS MANAGER II - SES - 64054495

Pay Plan: SES

Position Number: 64054495

Salary: $42,000.00 - $45,00.00

Posting Closing Date: 06/28/2026

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This is a full-time Select Exempt Service (SES) Office Operations Manager II position working with the Department of Health in Lee County.

This mid-level Office Operations Manager II-SES position is responsible for all operational aspects of the Community Health call center. This position performs diverse duties, manages multiple deadlines, and exercises a high level of independent judgment and initiative. This position requires the ability to effectively collaborate with others to facilitate the successful completion of administrative functions and special projects. This position is expected to perform the duties and responsibilities in an organized and highly professional manner and must be able to maintain confidentiality when required. This position will focus on customer service, compliance with federal and state requirements and development of corrective action plans as needed. Responsible for the supervision of staff Including appraisals, planning, and directing their work, approving leave, having the authority for hiring, and taking disciplinary action or effectively recommending such actions. This position spends the majority 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, ensure proper coverage, and complete timesheets.

The incumbent complies with all standards that accompany this position and is responsible for the accuracy and security of client, employee and program information under the direct control of the position and for ensureing that all subordinate positions are similarly adherent.

Essential Duties and Responsibilites:

QUALITY ASSURANCE: Responsible for submission of monthly quality assurance reports to supervisor and Director of Planning & Performance Management. Conducts monthly internal Quality Assurance monitoring on Call Center staff. Assists in creation and implementation of corrective action plan addressing clerical issues identified during quality assurance results.

Provides internal training and customer service training to the Community Health Division.

ADMINISTRATIVE DUTIES: Maintains the Community Health phone menus and scripts by collaborating with Community Health program managersCreates and maintains operational procedures and guidelines. Responsible for call center budget preparation and monitoring. Develops performance plans and conducts performance evaluations. Maintains administrative documentation as necessary. Ensures staff follow FDOH and Lee CHD policies regarding prevention of blood borne pathogen transmission.

DIRECT CLIENT SERVICES Provides direct customer service as a call center and clinic supervisor as needed and handles escalated customer service issues for the call agents and the clinic clerical staff. Prescreens program applicants and interviews program participants. Documents demographics, income eligibility, and immunizations.

OTHER: Performs related duties as required by a supervisor. Supports all clinic programs as necessary.

Participates in outreach activities.

Performs other duties as assigned. Completes weekly leave/attendance records and daily employee activity records (EARs) within required time frame.

Knowledge, Skills and Abilities:

• Knowledge of administrative principles and practices.
• Knowledge of office procedures and practices.
• Knowledge of methods of data collection.
• Knowledge of the principles and techniques of effective communication.
• Knowledge of the principles & techniques of records management
• Skill in operating a personal computer.
• Ability to collect, evaluate and analyze data relating to administrative functions such as accounting, personnel, purchasing, or report writing.
• Ability to prepare correspondence and administrative reports.
• Ability to understand and apply applicable rules, regulations, policies, and procedures.
• Ability to utilize problem-solving techniques.
• Ability to work independently.
• Ability to plan, organize and coordinate work assignments.
• Ability to communicate effectively.
• Ability to establish and 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, and sit or stand for long periods of time.
• Ability to lift and carry up to 30 pounds as needed.

Minimum Qualifications Required:

Experience supervising staff (assigning work, performance evaluations, approving leave, or similar)

Proficiency with computers, office software, and data entry

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 www.myfrs.com).
• Flexible Spending Accounts.
• Tuition waivers.
• And more!

For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com

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: http://www.sss.gov

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 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 (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.

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 reflect 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 (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.