Regulatory Specialist III

Role Overview

• This is a professional position within the Board of Nursing in which the employee functions independently and as part of a team to answer incoming calls from applicants and licensees and increase overall customer satisfaction
• Answering calls professionally, keeping wait times in the call queue within established timeframes; minimizing dropped/transferred calls; advising customers on appropriate actions and procedures; identifying and properly escalating situations requiring urgent attention; routing calls to appropriate resources when necessary
• Logging all call interactions into the licensing database; utilizing contact history and email system to maintain records and notify the proper processing unit regarding customer requests
• Staying current with system information, changes, and updates; researching required information using available resources, including LEIDS, Axiom Pro, and any other systems required to carry out daily duties
• Completing work assignments and timesheets by established deadlines and remaining logged into the call queue for the duration of the hours scheduled
• Meeting or exceeding team production standards and performing other duties as assigned by managerial staff

Requirements

• Must be physically present in the office to effectively perform job duties and responsibilities
• Knowledge and ability to interpret Florida Statutes and administrative codes in regards to licensing and regulation of professionals and facilities, and consumer protection
• Knowledge and proficiency of Microsoft Office software
• Knowledge and proficiency in using Windows-based computers
• Ability to learn and utilize job-specific software such as LEIDS and AxiomPro and office equipment such as phones, fax machines, scanners, and copiers
• Ability to compile, organize, and analyze data
• Ability to provide consultative assistance to others
• Ability to plan, organize and coordinate work activities on a pre-approved work schedule
• Ability to communicate and deal with people effectively
• Ability to establish and maintain effective working relationships with others.

Benefits

• 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
• Flexible Spending Accounts
• Tuition waivers
• And more!