CLIENT RELATIONS COORDINATOR

Client Relations Coordinator - 60073566

The Department of Children and Families Office of Enterprise Support ensures escalated client issues for the department are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive customer issues with high levels of empathy and respect. This is a highly responsible position requiring both dedication to high-quality customer service and experience in health and human service system navigation. This position will provide professional responses to client issues using a model of empathy, respect, and care. The incumbent will use analytical and social work skills to assess and resolve escalated client issues while providing clear and respectful communication with the customer, department leadership, and other stakeholders.

Duties for this position include, but are not limited to:

• Produce responses to complex client issues received from partner agencies and department leadership, many of which involve multiple stakeholders or sister agencies. This response must be complete, accurate, timely, and delivered with respect.
• Facilitate short-term projects using project management skills to resolve complex issues with multiple parties. Example activities: identify appropriate team members, schedule and facilitate meetings, gather documents, produce summaries, develop plans for resolution, meet plan timeframes, and ensure consistent communication with the team and the customer.
• Provide written and verbal communications for clients and stakeholders of exceptional quality. Communicate information in a way that is understandable, actionable, and responds fully to each request or concern raised.
• Acquire and maintain sufficient systems knowledge of program areas to effectively collaborate, analyze responses, and produce quality communications.
• Ensures precision and efficiency within the unit to provide the highest level of customer service. Identifies trends; analyzes, evaluates, and makes recommendations for statewide policy, training, or communication needs.
• Conducts special projects as assigned by the Client Relations Manager, Enterprise Support Director, or the Department of Children and Families Executive Leadership Team.

This is a full-time position and will not be a telework position. Required to be within a local DCF office Mon-Fri, 8-5.

Minimum Qualifications: At least a high school diploma or GED. 3 years of experience in Economic Self Sufficiency. Knowledge of how to navigate Economic Self Sufficiency systems (i.e., Florida, Worker Portal, etc.). 3 years of experience in Client Relations and customer service work.

Preferred Qualifications: Expertise in Medicaid (Family and Adult). Knowledge of data collection methods and analysis. Bilingual (English and Spanish or Creole) Knowledge, Skills, and Abilities: Knowledge and application of the policies, procedures, laws, and programs governing the agency. Expertise in Economic Self Sufficiency Programs with an emphasis on Family and Adult Medicaid is required. Additional expertise in other department program areas such as child welfare, substance abuse and mental health, and adult services is preferred.

Prepare, clear, concise, and accurate records and other documentation. Ability to conduct fact-finding research. Ability to utilize problem-solving techniques. Ability to work independently and effectively manage multiple time-sensitive assignments. Ability to understand and apply applicable rules, regulations, policies and procedures. Ability to deal with the public in a tactful, courteous, and effective manner. Ability to speak clearly and correctly, and to communicate with others to obtain and verify information concerning eligibility. Ability to analyze and interpret written, numerical, and verbal data from various sources. Be detail oriented and enter data accurately into a computerized system. Ability to navigate through computer screens, and complete and review basic computer documents and other forms. Be proficient in the use of the computer including exceptional typing skills. Ability to follow written and oral directions and instructions. Ability to plan and organize to ensure work are completed in accordance with regulations relating to eligibility and timeliness. Ability to use computers and related software packages.

Candidate Profile (application) must be completed in its entirety. Include supervisor names and phone numbers for all periods of employment. Account for and explain any gaps in employment so that the hiring process is not delayed. Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. It is unacceptable to use the statement "See Resume" in place of entering work history.

If you experience problems applying online, please call the People First Service Center at View phone number on click.appcast.io.