Regulatory Program Specialist

State of Florida

. Serve as a senior-level agent within the Customer Contact Center, managing complex and sensitive customer interactions .

Posted 10/27/2026full-timeTallahassee • Florida • United StatesJuniorMid-Level💰 $34,760 - $43,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer interactions and regulatory inquiries, with a strong ability to analyze and interpret laws and regulations related to professional licensing. Proven skills in effective communication and collaboration with diverse stakeholders.

Highest-signal resume keywords

Customer Service ExperienceRegulatory ComplianceData AnalysisEffective CommunicationProblem Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Regulatory Requirements InterpretationLicensure Requirements KnowledgeData Compilation and AnalysisResearch SkillsTechnical Assistance

Soft Skills

Independent JudgmentCollaborationRelationship BuildingConsultative AssistanceEffective Verbal and Written Communication

Tools & Technologies

Licensing and Enforcement Database

Industry Keywords

Florida StatutesHealthcare Practitioner LicensureCall Center OperationsEscalated Customer InquiriesAdministrative Suspensions

About the role

Key responsibilities & impact

Serve as a senior-level agent within the Customer Contact Center, managing complex and sensitive customer interactions
Act as an escalation point for RS2 and RS3 agents
Independently research, evaluate, and respond to complex regulatory inquiries and escalated healthcare practitioner licensure matters
Provide advanced technical assistance and guidance regarding initial licensure requirements, pre-board requirements, examination eligibility, application deficiencies, licensure status, and other regulatory processes
Conduct detailed research using the department’s Licensing and Enforcement Database and applicable laws and rules
Exercise independent judgment when analyzing complex circumstances, interpreting regulatory requirements, and communicating findings
Provide direction, technical assistance, and guidance to Call Center staff regarding complex licensing inquiries, regulatory requirements, and departmental procedures
Assist staff in identifying appropriate resolutions and ensure consistency and accuracy of regulatory information provided to customers
Collaborate with supervisors, management, board offices, and other departmental units
Communicate verbally and in writing with healthcare practitioners regarding licensure requirements, application status, disciplinary actions, administrative suspensions, and other regulatory matters
Respond to inquiries from applicants, licensees, the consumer public, and departmental staff
Perform other duties as required

Requirements

What you’ll need

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
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
Current authorization to work in the United States without employer sponsorship
Must be willing to physically come into the office to perform job duties
Ability to learn and communicate effectively, orally and in writing, in English
Successful completion of a security background check and/or drug screening
Participation in direct deposit
Male applicants born on or after October 1, 1962, must satisfy Selective Services System registration or exemption requirements

Benefits

Comp & perks

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
Direct deposit
Veterans’ Preference for eligible candidates
Potential waivers of postsecondary educational requirements for certain eligible service members