REGULATORY PROGRAM SPECIALIST - 64007099

State of Florida • Tallahassee, FL

2d • $34,760 - $43,000 • Onsite

About The Position

The Regulatory Program Specialist is a senior-level agent in the Customer Contact Center who handles complex and sensitive customer interactions involving healthcare practitioner licensure, certification, and registration. The position serves as an escalation point for RS2 and RS3 agents and supports customer satisfaction by researching and resolving difficult licensing matters.

The incumbent independently researches, evaluates, and responds to complex regulatory inquiries and escalated issues. The role provides advanced technical assistance about initial licensure requirements, pre-board requirements, examination eligibility, application deficiencies, licensure status, disciplinary actions, administrative suspensions, and other regulatory processes. Research is conducted using the department’s Licensing and Enforcement Database and applicable laws and rules; the incumbent uses independent judgment to analyze circumstances, interpret requirements, and explain findings to applicants, licensees, the public, and departmental staff.

The position also guides Call Center staff on complex inquiries, regulatory requirements, and departmental procedures; helps identify appropriate resolutions; and works with supervisors, management, board offices, and other departmental units to resolve inquiries and procedural concerns. The role is based in a professional office environment in Tallahassee, Florida, and requires on-site work with no remote-work provision. Incumbents may be required to perform emergency duty before, during, or beyond normal work hours or days.

Requirements

• At least two years of call center or customer service experience, including demonstrated skill handling complex or escalated customer inquiries.
• At least one year of experience interpreting and applying laws, rules, or regulatory requirements to resolve complex issues.
• Ability to compile, organize, and analyze complex data.
• Ability to investigate, analyze, and resolve complaints.
• Ability to understand and apply Florida statutes, rules, policies, and procedures for licensing and regulation of professionals.
• Ability to provide consultative assistance to team members and professionals.
• Ability to plan, organize, and maintain effective verbal and written communication.
• Ability to establish and maintain dependable, effective working relationships with others.
• Must be willing to physically come into the office to perform job duties.
• Must have current authorization to work in the United States without employer sponsorship.
• Must complete a security background check and/or drug screening and participate in direct deposit.
• Must complete Form I-9 and employment eligibility verification through E-Verify.

Responsibilities

• Independently research, evaluate, and respond to complex regulatory inquiries and escalated matters involving healthcare practitioner licensure.
• Provide advanced technical assistance and guidance on initial licensure requirements, pre-board requirements, examination eligibility, application deficiencies, licensure status, and other regulatory processes.
• Use the department’s Licensing and Enforcement Database and applicable laws and rules to identify appropriate ways to resolve licensing issues.
• Analyze complex circumstances, interpret regulatory requirements, and communicate findings to applicants, licensees, and other stakeholders.
• Provide direction, technical assistance, and guidance to Call Center staff regarding complex licensing inquiries, regulatory requirements, and departmental procedures.
• Serve as a specialized resource for escalated matters requiring advanced research or interpretation of laws and rules.
• Assist staff in identifying appropriate resolutions and ensure consistency and accuracy in regulatory information provided to customers.
• Collaborate with supervisors, management, board offices, and other departmental units to resolve complex inquiries and procedural concerns.
• Communicate verbally and in writing with regulated healthcare practitioners regarding licensure requirements, application status, disciplinary actions, administrative suspensions, and other regulatory matters.
• Conduct complex database research to respond to inquiries from applicants, licensees, the consumer public, and departmental staff.
• Explain applicable requirements accurately and identify actions needed to address outstanding licensing matters.
• Perform other duties as required.
• Learn and communicate effectively in English, orally and in writing.
• Be available for emergency duty before, during, and/or beyond normal work hours or days, as required.

Benefits

• Annual and sick leave
• Nine paid holidays and one personal holiday each year
• State Group Insurance coverage options, including health, life, dental, vision, and supplemental insurance
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed