20069060 - Cleveland - Program Administrator 1

State of Ohio • Cleveland, OH

7d • Onsite

About The Position

The Program Administrator 1 works in the Workers' Compensation Agency’s Cleveland Claims Services Quality & Performance Program. The role analyzes claims performance using surveys, data tracking, and reporting tools, then recommends ways to improve operations. It develops and implements customer service strategies, operational guidelines, and resources to improve customer and claims experiences. The position also coordinates recruitment and retention efforts, oversees staff training programs, and responds to inquiries and complaints from internal and external stakeholders.

The position is permanent and full-time, based at 615 West Superior Avenue in Cleveland, Ohio. The stated work hours are 8:00 a.m. to 5:00 p.m.; BWC also describes approved flex-time schedules, with start times from 7:00 a.m. to 8:30 a.m. The role may require travel, and the employee must be able to provide transportation and/or legally operate a state-owned vehicle.

Requirements

• Meet one of the listed minimum qualification pathways: 36 months of training or experience in business administration, management science, or public administration; or completion of an undergraduate core program in one of those fields plus 12 months of training or experience in a supervisory, administrative, and/or managerial position involving limited research and public contact; or completion of an undergraduate core program in an academic field commensurate with the assigned program area plus 12 months of training or experience in a supervisory, administrative, managerial, and/or staff position involving limited research and public contact; or an equivalent combination.
• If assigned to operate vehicles regulated by Section 4506.01 of the Revised Code, possess a valid commercial driver's license.
• Be able to provide own transportation and/or legally operate a state-owned vehicle if travel is required.
• Submit an Ohio Civil Service Application through the online Ohio Hiring Management System; paper applications are not accepted.
• Sign a background check authorization form and undergo a criminal background check before an offer of employment.

Responsibilities

• Analyze claims performance through surveys, data tracking, and reporting tools, and provide recommendations to improve operations.
• Develop and implement customer service strategies, operational guidelines, and resources to improve customer and claims experience.
• Coordinate and assist with recruitment and retention using targeted outreach, relationship-building, and employee engagement plans.
• Oversee staff training programs, including onboarding, ongoing development, and identification of training needs.
• Handle inquiries and complaints from internal and external stakeholders.

Benefits

• Medical coverage.
• Free dental, vision, and basic life insurance premiums after completion of the eligibility period.
• Paid time off, including vacation, personal, and sick leave, and 11 paid holidays per year.
• Childbirth, adoption, and foster care leave.
• Education and development opportunities, including employee development funds and Public Service Loan Forgiveness.
• Public retirement systems, including OPERS, STRS, SERS, and HPRS, and optional deferred compensation through Ohio Deferred Compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed