REGULATORY SPECIALIST III - 64007250

REGULATORY SPECIALIST III - 64007250

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. These duties guarantee qualified health care professionals can work in the state, so all Floridians have access to the health care they need in order to lead healthier lives. By increasing the number of licensed health care professionals in the state, the incumbent also supports those currently working in health care professions who are so critical in our current and any future public health emergency. The individual in this position is expected to demonstrate the agency's fundamental values of innovation, collaboration, accountability, responsiveness and excellence and promote the Department's mission. The incumbent must exercise independent judgment in dealing with potential applicants and licensees. This position requires problem-solving skills and the ability to provide personal guidance to applicants regarding the certification and licensure process. The incumbent must be able to establish and maintain dependable, effective working relationships with others and maintain pre-approved work schedule with minimal interruptions to workflow.

Specific duties and responsibilities include: 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. Responding to live chat inquiries to assist applicants and licensees, or routing to the appropriate queue for assistance. Downloading facsimiles received electronically to be distributed as needed in the board office or to other offices. Being the primary point of contact for daily opening, processing, and directing incoming mail and facsimiles to the proper processing unit within the same business day. Mail should be date stamped, initialed, and logged if necessary. Being responsible for stamping envelopes daily and folding/mailing letters for the office as needed. 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.

Knowledge of personal computer use (hardware and software) for various automated applications Ability to understand and apply applicable laws, rules, and Division policies relating to licensure Ability to work independently Ability to use proper phone etiquette Ability to work in a fast-paced environment Ability to research information quickly Ability to provide outstanding customer service Ability to sit for extended periods of time Ability to speak on the phone for extended periods of time Ability to multi-task This position requires sedentary work and repetitive motion.