REGULATORY PROGRAM SPECIALIST

Summary

Regulatory Program SpecialistAre you someone who enjoys untangling complex regulatory puzzles? Do you thrive on deep-dive research and delivering clear, confident guidance? Do you take pride in helping others navigate important processes with accuracy and ease? We are seeking a highly skilled regulatory professional to support MQA's mission by handling advanced inquiries related to healthcare practitioner licensure, certification, and registration.The incumbent selected for this role should have the ability to exercise independent judgment, possess strong analytical abilities, and have a passion for interpreting laws, rules, and procedures. The ideal candidate can decode complex licensing matters, provide accurate technical assistance, collaborate effectively with internal teams, and serve as a trusted resource for applicants, licensees, and departmental staff.This is your opportunity to support a dedicated team within the Division of Medical Quality Assurance and contribute to work that directly supports Florida's healthcare system.Your Specific Responsibilities:The Regulatory Program Specialist position serves as a senior-level agent within the Customer Contact Center, managing complex and sensitive customer interactions.This role is designed for individuals with two or more years of call center experience and demonstrated proficiency in de-escalation, problem-solving, and regulatory knowledge.Team members will act as escalation points for RS2 and RS3 agents and play a critical role in maintaining customer satisfaction and resolving complex issues.Provides advanced technical assistance and guidance regarding initial licensure requirements, pre-board requirements, examination eligibility, application deficiencies, licensure status, and other regulatory processes.Conducts detailed research using the department's Licensing and Enforcement Database and applicable laws and rules to determine appropriate avenues for resolving licensing issues.Exercises independent judgment when analyzing complex circumstances, interpreting regulatory requirements, and communicating findings to applicants, licensees, and other stakeholders.Provides direction, technical assistance, and guidance to Call Center staff regarding complex licensing inquiries, regulatory requirements, and departmental procedures.Serves as a specialized resource for escalated matters requiring advanced research or interpretation of laws and rules.Assists staff in identifying appropriate resolutions and ensures consistency and accuracy in the regulatory information provided to customers.Collaborates with supervisors, management, board offices, and other departmental units to resolve complex inquiries and address procedural concerns.Communicates verbally and in writing with healthcare practitioners regulated by the Division of Medical Quality Assurance regarding licensure requirements, application status, disciplinary actions, administrative suspensions, and other regulatory matters.Performs complex research using the department's licensing database to respond to inquiries from applicants, licensees, the consumer public, and departmental staff.Provides accurate explanations of applicable requirements and identifies necessary actions to address outstanding licensing matters.Performs other duties as required.Required Knowledge, Skills, and Abilities: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.Minimum Qualifications:A minimum of two years of call center or customer service experience with demonstrated skill in handling complex or escalated customer inquiries.A minimum of one year's experience interpreting and applying laws, rules, or regulatory requirements to resolve complex issues.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.The Benefits of Working for the State of Florida:Annual and Sick Leave benefitsNine paid holidays and one Personal Holiday each yearState Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance optionsRetirement plan options, including employer contributionsFlexible Spending AccountsTuition waiversAnd more!For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.

Job Description

Regulatory Program SpecialistAre you someone who enjoys untangling complex regulatory puzzles? Do you thrive on deep-dive research and delivering clear, confident guidance? Do you take pride in helping others navigate important processes with accuracy and ease? We are seeking a highly skilled regulatory professional to support MQA's mission by handling advanced inquiries related to healthcare practitioner licensure, certification, and registration.The incumbent selected for this role should have the ability to exercise independent judgment, possess strong analytical abilities, and have a passion for interpreting laws, rules, and procedures. The ideal candidate can decode complex licensing matters, provide accurate technical assistance, collaborate effectively with internal teams, and serve as a trusted resource for applicants, licensees, and departmental staff.This is your opportunity to support a dedicated team within the Division of Medical Quality Assurance and contribute to work that directly supports Florida's healthcare system.Your Specific Responsibilities:The Regulatory Program Specialist position serves as a senior-level agent within the Customer Contact Center, managing complex and sensitive customer interactions.This role is designed for individuals with two or more years of call center experience and demonstrated proficiency in de-escalation, problem-solving, and regulatory knowledge.Team members will act as escalation points for RS2 and RS3 agents and play a critical role in maintaining customer satisfaction and resolving complex issues.Provides advanced technical assistance and guidance regarding initial licensure requirements, pre-board requirements, examination eligibility, application deficiencies, licensure status, and other regulatory processes.Conducts detailed research using the department's Licensing and Enforcement Database and applicable laws and rules to determine appropriate avenues for resolving licensing issues.Exercises independent judgment when analyzing complex circumstances, interpreting regulatory requirements, and communicating findings to applicants, licensees, and other stakeholders.Provides direction, technical assistance, and guidance to Call Center staff regarding complex licensing inquiries, regulatory requirements, and departmental procedures.Serves as a specialized resource for escalated matters requiring advanced research or interpretation of laws and rules.Assists staff in identifying appropriate resolutions and ensures consistency and accuracy in the regulatory information provided to customers.Collaborates with supervisors, management, board offices, and other departmental units to resolve complex inquiries and address procedural concerns.Communicates verbally and in writing with healthcare practitioners regulated by the Division of Medical Quality Assurance regarding licensure requirements, application status, disciplinary actions, administrative suspensions, and other regulatory matters.Performs complex research using the department's licensing database to respond to inquiries from applicants, licensees, the consumer public, and departmental staff.Provides accurate explanations of applicable requirements and identifies necessary actions to address outstanding licensing matters.Performs other duties as required.Required Knowledge, Skills, and Abilities: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.Minimum Qualifications:A minimum of two years of call center or customer service experience with demonstrated skill in handling complex or escalated customer inquiries.A minimum of one year's experience interpreting and applying laws, rules, or regulatory requirements to resolve complex issues.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.The Benefits of Working for the State of Florida:Annual and Sick Leave benefitsNine paid holidays and one Personal Holiday each yearState Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance optionsRetirement plan options, including employer contributionsFlexible Spending AccountsTuition waiversAnd more!For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.