PERFORMANCE EXCELLENCE ANALYST-OPS GOVERNMENT OPERATIONS CONSULTANT III - 64906084 1

State of Florida•Fort Lauderdale, FL

5d•Onsite

About The Position

This is a full-time, in-office position located in Broward County. As a member of the Organizational Development Team, the Performance Excellence Analyst is responsible for improving the quality and efficiency of agency operations through the analysis of business data and the establishment of improvements to processes and organizational effectiveness. This role utilizes advanced technical skills and tools such as Office 365, Project, Visio, Publisher, SharePoint, Adobe Pro, and Excel for procedures, protocols, and process mapping. The position reports to the Director of Performance Excellence.

Requirements

Knowledge of basic management principles and practices.
Knowledge of data collection and analysis methods.
Ability to coordinate a consultative program designed to ensure the resolution of managerial and operational problems.
Ability to determine work priorities and ensure proper completion of work assignments.
Ability to communicate effectively.
Ability to establish and maintain effective working relationships with others.
Ability to formulate policies and procedures.
Ability to understand and apply applicable rules, regulations, policies, and procedures relating to operational and management analysis activities.
Ability to organize data into a logical format for presentation in reports, documents, and other written materials.
Ability to collect, evaluate, and analyze data to develop alternative recommendations, solve problems, document work, and perform other activities relating to the improvement of operational and management practices.
Ability to conduct fact-finding research.
Ability to work independently.
Ability to solve problems and make decisions.
Willingness to work before, during, and/or beyond normal work hours or days in the event of an emergency.
Current authorization to work in the United States without employer sponsorship.
Willingness to physically come into the office to perform the duties and responsibilities of the position.
Technical writing experience.
Experience drafting procedures and working with management to revise and implement them.
Experience implementing quality improvement processes.
Work experience giving presentations in the community.
Experience creating process maps.
Valid driver’s license free of major infractions and access to an automobile to be utilized for work purposes and receive reimbursement for mileage.
Ability to learn and communicate effectively, orally and in writing, in English.

Nice To Haves

Bachelor degree or higher from an accredited college or university with a major in Public Health, Business Administration, Public Administration, English or another related field.
A minimum of one year experience with data analysis.
A minimum of one year work experience with databases.
A minimum of one year experience handling customer inquiries and grievances.

Responsibilities

Provide consultation, technical assistance, and feedback to managers and staff for the writing, revision, and implementation of DOH-Broward procedures and protocols within established timeframes.
Independently perform technical writing, composition, editing, maintenance, and refinement of organizational policies and procedures within established timeframes.
Establish and maintain a procedure tracking database.
Create corresponding process maps for procedures and protocols.
Manage documentation, train staff, attend Performance Management meetings, and write procedures and plans to maintain and meet Public Health Accreditation/Reaccreditation requirements.
Develop, coordinate, implement, evaluate, and continually improve the agency's external customer service and key partner/stakeholder processes.
Develop customer service training, lead the client inquiry/complaint system and other listening points, and track the resolution of client inquiries/complaints.
Oversee call system contracts, develop and implement customer service standards, coordinate survey processes, and oversee the analysis of business results.
Review results of customer/client satisfaction surveys and develop recommendations jointly with managers regarding improvement cycles and monitor results.
Provide training, consultation, technical assistance, and feedback to managers and staff in the identification, development, mapping, and re-engineering of key processes and business results with action/improvement plans to close performance gaps and support policies and procedures.
Analyze and facilitate improvement cycles and improvement teams, including workgroups, councils, and committees.
Implement the organization’s quality improvement process, provide technical assistance and consultation for programmatic plan implementation.
Research and analyze industry best practices and benchmarks.
Assist in the organization’s strategic planning process and provide technical assistance and consultation for programmatic strategic plan implementation.
Collaborate with managers and supervisors to provide consultation, technical assistance, and training opportunities on local, state, and national levels.
Participate in public speaking engagements to the community and other organizations as requested.
Perform additional duties as required.