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Requisition No: 838947
Agency: Department of Health
Working Title: GOVERNMENT ANALYST II - 64067522
This is a professional position in the Division of Children's Medical Services, Clinical Eligibility Unit (CEU) Call Center. The incumbent will support unit functions by developing, implementing, and maintaining a system of quality assurance, customer service, and process development. Work is performed under the supervision of the Clinical Eligibility Director to ensure achievement of the unit and division goals and objectives. Tasks include the following:
Staff Development:
- This position facilitates all statewide CEU Call Center training, either virtual or in-person. This includes preparing all training guides and modules for presentation. Responsible for providing feedback as needed, assisting staff, and remaining available for staff assistance via phone, email, and virtual meetings. Tracks staff performance at frequent intervals via customer service surveys, provide feedback to supervisors and coaches supervisors on best practices to improve staff performance and increase client satisfaction.
- Create/improve on current methods of tracking staff customer service. Develops, implements, and manages processes to ensure that current methods of tracking staff customer service meet specifications for quality, function, and reliability prior to using. Identifies and sets appropriate quality standards and parameters for calls. Review agents’ conversations across all contact touch-points to measure teams’ performance and track customer support quality. Identify lapses in agents’ performance and provide constructive feedback for improvement. Communicates quality standards and parameters to Quality Assurance (QA) team, product development team, and other appropriate staff.
Planning and Policy Development:
- This position is responsible for continuously reviewing CEU Call Center program guides and presentation modules for content, clarity, contradictions, and needed updates as well as reviewing unit forms and policies and procedures for content and appropriateness. Work with internal and external teams related to CEU Call Center training needs and training content. This position will be expected to participate in workgroups related to these topics. In addition, review, and is considerate of CEU Call Center supervisor and staff suggestions relative to the training process. Representative for CEU Call Center on committees, drafts various correspondence, and assists with special projects.
- Develops, implements, and manages processes to ensure that products meet required specifications for quality, function, and reliability prior to delivery. Identifies and sets appropriate quality standards and parameters for products. Communicates quality standards and parameters to QA team, product development team, and other appropriate staff.
Data Collection:
- This position provides ongoing program expertise, consultation, technical assistance, and monitoring for the administrative components of the CEU Call Center. Responsible for collecting, analyzing, and reporting data pertaining to CEU Call Center program services. Performs quarterly data collection and analysis for quality improvement processes. Coordinates and participates in product testing. Identifies and analyzes issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issues.
Perform other duties, as assigned.
Required Knowledge, Skills, and Abilities:
- Utilization of equipment required for the position.
- Knowledge of care coordination.
- Knowledge of quality improvement and data collection.
- Judgement and decision-making skills.
- Critical thinking skills, active listening skills.
- Management of human resource skills.
- Administrative and management skills.
- Ability to communicate effectively verbally and in writing, ability to supervise effectively.
- Ability to implement change.
- Ability to use a personal computer, and knowledge of use of personal computer.
Preferred Qualifications:
- 1 - 3 years of experience in the following areas:
- Developing and managing processes.
- Data collection and analysis.
- Quality improvement.
Minimum Qualifications:
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:
- Innovation: We search for creative solutions and manage resources wisely.
- Collaboration: We use teamwork to achieve common goals & solve problems.
- Accountability: We perform with integrity & respect.
- Responsiveness: We achieve our mission by serving our customers & engaging our partners.
- Excellence: We promote quality outcomes through learning & continuous performance improvement.
Where You Will Work:
2020 Capital Circle SE
The Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:
- 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.
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.
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.
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.
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.
VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.
For assistance, call the People First Service Center at (877) 562-7287 Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time.
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