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Quality Experience Manager

Hamilton County Developmental Disabilities Services
1520 Madison Road
Cincinnati OH 45206

Job Type: ,
Compensation: Starting salary range, determined by formula accounting for years of experience: $76,300.00 (base rate) to $95,400.00 (10 years of experience performing this same job or job with primarily the same duties.)
Posted Date: 06/04/2024
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Apply today as a Quality Experience Manager for Hamilton County Developmental Disabilities Services.

 

Quality Experience Manager

Job Description

A typical day in the life of the Quality Experience Manager involves diverse responsibilities to ensure the agency’s employees, programs, and provider community are equipped to meet the needs of individuals supported.

A day could begin with an in-person meeting to hear about an individual’s experience with agency services and listen for themes on what works well and how we can improve our systems and address gaps moving forward. The wrap-up would include documenting qualitative information from this conversation and following up on any unresolved concerns/questions.

Work alongside an office leader to gather an update on progress on an annual plan goal and develop a process for capturing data to ensure that an outcome can be tracked and progress documented.

Finally, you may receive a call from someone deemed ineligible for agency services and wants to appeal this decision. Providing excellent customer service, you would walk the person through the appeal process so that their questions and concerns are addressed.

Work Location:
Hybrid – remote and at Hamilton County Developmental Disabilities’ Support Center: 1520 Madison Road, Cincinnati, OH 45206

 

Job Responsibilities

  • Responsible for agency-wide compliant management including overseeing and modernizing a system for filing formal/informal/provider/internal complaints, ensuring process meets applicable rules and regulations.
  • Collaborates with information technology to find technological solution(s) for efficient and effective gathering/summarization of qualitative and quantitative data of customer experience.
  • Leads customers through the process to ensure timely complaint resolution.
  • Evaluate agency customer experience by partnering with department leaders to identify themes and trends and implement initiatives that enhance the overall customer experience.
  • Develop a process to measure and summarize customer experience information using various tools that identify areas for agency improvement.
  • Works with external stakeholders to address and resolve quality-related issues.
  • Evaluates systems gaps and looks to build capacity and overcome barriers to meet the evolving needs of our customers.
  • Provides analysis and reporting to identify trends and patterns and develops strategies for improvement.
  • Develops and facilitates focus groups to study agency customer service.
  • Partners with agency departments to source participants and design focus group operations.
  • Devises and analyzes survey data from focus groups to discern actionable feedback.
  • Presents recommendations to leadership to influence agency changes.
  • Develops and presents regular reports on key quality metrics and performance indicators to leadership.
  • Analyzes complaint data for quarterly agency trends meetings; develops annual complaint reports.
  • Participation in team meetings, training, regional/statewide work groups, professional training, and involvement in special projects.
  • Collaborates with other offices to provide information as needed to support various work, including grant work and other initiatives.
  • Performs additional duties as assigned.

 

Qualifications

  • Bachelor’s degree in customer service leadership, marketing, human services, business, or other related field; Master’s degree preferred.
  • Five years of demonstrably related experience, including program/quality management; leadership experience preferred.
  • Must pass Ohio Department of Developmental Disabilities Initial Training for County.
  • Board/Council of Governments Reviewers after hire.
  • Must pass various background checks, abuser registry checks, and driver’s abstracts.

 

Ideal Candidates

  • Have a passion for improving others’ lives, demonstrated through superior customer service.
  • Possess excellent written and verbal communication skills and an appreciation for the work behind providing social services to the community.
  • Value a purpose-driven culture, supportive team members, and organizational commitment to growth and innovation.

 

Compensation & Benefits

  • 36.25-hour work week, full-time role.
  • Flexible schedule and hybrid work-from-home options.
  • One week of paid vacation and 15 sick days immediately allocated upon hire. Three personal days are provided per year, with an employee start date. Starting vacation accrual of 3 weeks per year. Sick time accrued 15 days per year after the first year of employment with an unlimited accrual.
  • The starting salary range is determined by a formula accounting for years of experience: $76,300.00 (base rate) to $95,400.00 (10 years of experience performing this same job or job with primarily the same duties.)
  • Comprehensive Benefits Package: Medical, HRA, Dental, Vision, Employer-Paid Life Insurance, Tuition Reimbursement, Public Service Loan Forgiveness Eligibility, Wellness Incentives, robust Employee Assistance Plan, access to Free Medical and Rx through Marathon Health, and more.
  • Ohio Public Employee’s Retirement System includes a 10% employee contribution and a 14% employer contribution.

 

Application Process

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Hamilton County Developmental Disabilities Services offers equal employment opportunities to qualified individuals regardless of race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law.

 

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Application Deadline: June 18, 2024

For more information or to apply:

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