This position reports to the Director of the Office of Quality and Performance Excellence in the Florida Department of Health in Miami-Dade County.
RESPONSIBILITIES:
· The Special Projects Coordinator will be responsible for managing and leading various customer service projects within the agency. This role requires a dynamic individual with strong project management skills, a commitment to excellence, and the ability to work collaboratively across multiple programs. The Special Projects Coordinator will play a pivotal role in enhancing the agency's customer service initiatives, ensuring quality and performance standards are met.
Key Responsibilities:
- Project Management:
- Develop departments project scopes and objectives, coordinate, implement, evaluate to continually improve the agencies external customer service & key partner/stakeholder processes.
- Lead and manage customer service projects from inception to completion, ensuring they are delivered on time, within scope, and within budget.
- Create and maintain comprehensive project documentation to meet all quality requirements for projects, including data collection, record maintenance, ensure resource availability and allocation.
- Engage in daily communication with the client's team to address and follow-up on the quality of assigned project progression matters and ensure timely completion.
- Track project performance using appropriate systems, tools, and techniques.
- Quality Improvement:
- Identify opportunities for improving customer service processes and implement strategies to enhance service delivery and customer satisfaction.
- Lead efforts to procure, upgrade or maintain communication technologies needed to interact with customers in a timely manner by reviewing the departments website, phone tree, and other processes related to customer service and supports/leads improvement efforts.
- Establish and maintain ability to transmit and receive communications to and from the public continuously by reviewing customer complaints and tracking policy or processes changes to support continuous improvement.
- Stakeholder Collaboration:
- Work closely with various program teams, fostering a collaborative environment to achieve project goals and improve customer service outcomes.
- Performance Monitoring:
- Develop and utilize performance metrics to track the progress and effectiveness of customer service projects.
- Reporting:
- Prepare and present detailed reports on project status, performance metrics, and improvement recommendations to management and staff.
- Process Standardization:
- Work to standardize customer service processes, including the dissemination of customer information at sites, and share and implement best practices.
- Develop strategies with Marketing staff to improve brand awareness and standardize marketing materials at various sites.
- Site Visits:
- Travel to various sites to ensure customer service standards are met and maintained and ensure compliance to improve the customer experience.
- Data Review and Analysis:
- Review and assess customer service data to support and drive improvement projects.
- Creates reports and monitors trends with the support of the Data Analyst.
- Assists with the overseeing of the customer satisfaction survey and footprint ticket system used to collect customer information.
- Cultural and Linguistic Relevance:
- Collaborate with partners and programs to ensure all developed information is culturally and linguistically relevant and responsive for communication products and strategies for Miami-Dade and its customers.
- Internal Collaboration:
- Collaborate with internal workgroups to support broader agency efforts, initiatives, survey collection, marketing and customer engagement.
- Supports Customer Service Week and helps coordinate events and activities to enhance customer experience.
- Training and Development:
- Coordinate and facilitate training sessions to promote best practices and to support staff in customer service skills across the agency.
- Support training opportunities to enhance the skills and knowledge of staff related to customer service excellence.
- Coordination of meetings:
- Coordinate internal/external meetings and conference calls or appointments and prepare meeting materials and/or agenda for meetings.
Other job-related requirements for this position:
Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency. Emergency duty required of the incumbent includes working in special needs or Red Cross shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.
Work Schedule:
Monday through Friday, 8:00 AM to 5:00 PM. Hybrid office work schedule.
Florida Department of Health Mission, Vision, and Values:
Mission:
To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.
Vision:
To be the Healthiest State in the Nation.
Values:
I nnovation: We search for creative solutions and manage resources wisely.
C ollaboration: We use teamwork to achieve common goals & solve problems.
A ccountability: We perform with integrity & respect.
R esponsiveness: We achieve our mission by serving our customers & engaging our partners.
E xcellence: We promote quality outcomes through learning & continuous performance improvement.
The Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. As an OPS employee, the benefits below are available:
· State of Florida 401(a) FICA Alternative Plan (mandatory)
· Participation in state group insurance (upon meeting eligibility requirements. Consult with People First and/or the serving HR office)
· Workers’ Compensation (mandatory, if needed)
· Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
· Deferred Compensation (voluntary)
· Employee Assistance Program (voluntary)
· And more!
For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.
Please be advised:
Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.
This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.
Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov
If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.
The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.
Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.
Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- In the event of an emergency, this office may be required to perform emergency operations functions. Are you willing to work before, during an/or beyond your normal work hours or days in a special needs shelter, Red Cross shelter, Emergency Operations Command Center, or to perform other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural?
- Ability to travel to various sites as needed.
Education:
Experience:
- utilizing data to drive improvements: 1 year (Required)
- - Excellent communication and interpersonal skills: 1 year (Required)
- ability to work effectively with diverse stakeholders: 1 year (Preferred)
- project management, customer service or quality improvement: 1 year (Required)
- analytical skills: 1 year (Required)
Work Location: Hybrid remote in Miami, FL 33126