Cuyahoga County Board of Developmental Disabilities

  • Service Excellence Coordinator

    Job Locations US-Cleveland
    Posted Date 2 months ago(9/12/2018 8:00 AM)
    # of Openings
    Salary Range
    Min Salary
    USD $53,244.00/Yr.
    Community and Medicaid Services
    Specific Facility
    Donzella Administration Building
    Position Reports To
    CMS Manager of Project Implementation and Information
    Work Schedule
    7.5 hours per day / 12 Months
  • Overview

    The Cuyahoga County Board of Developmental Disabilities (CCBDD) is seeking someone to develop and deploy strategies, programs, and processes to ensure the organization provides excellent customer service to the individuals we support, CCBDD colleagues, and to external stakeholders. Work closely with the Community & Medicaid Services (CMS) department and agency leadership to develop a culture of service excellence, with a focus on employee engagement and commitment. The nature of work will include, but is not limited to the following:

    • Conduct customer satisfaction research to measure CMS and agency objectives and set direction for customer service expectations for the department. Develop and deploy surveys to individuals and families at specific times throughout the plan year, and develop strategies to expand survey techniques to providers, other outside agencies and expansion to other CCBDD departments. Use other methods, including focus groups or other communication, as appropriate to gather information from stakeholders.
    • Analyze data related to customer service feedback and make recommendations regarding staff training, areas for improvement with relation to communication with stakeholders, and processes to improve overall customer satisfaction and experience throughout the agency.
    • Assure that CCBDD branding and messaging are included in all customer service trainings and in interactions with outside providers and agencies. Assist with development of communication messaging and materials as requested.
    • Design and direct customer service education for the CMS department and agency, including developing and conducting training as needed. Create a plan for ongoing, comprehensive training of staff on service expectations.
    • Provide support and technical assistance to supervisors and managers to ensure ongoing coaching and mentoring of staff related to service excellence. Identify ways to build service measurements into performance evaluations and incentivize excellent customer service.
    • Assist the CMS team, including Support Administrators, with communication strategies related to difficult messages or denials in order to communicate clearly while using empathy and developing strong working relationships.
    • Engage staff to improve the overall experience of working with CCBDD for individuals with developmental disabilities. Identify trends related to employee engagement and compassion fatigue and work with management team to mitigate factors that inhibit excellent customer service.
    • In collaboration with the Human Resources department, identify and share opportunities for customer service improvements in the areas of employee recruitment, selection and retention.
    • Participate in the Medicaid Administrative Claiming (MAC) Program in accordance with rules, regulations and guidance from the CCBDD MAC coordinator.

    MORE DETAILS:  For a complete copy of the job descriptions which includes the essential knowledge, skills and abilities required for this position, click HERE.


    • Bachelor’s Degree in Customer Services, Hospitality, Hospital Administration, Marketing/Advertising, Communications, Business, Management or equivalent. Master’s degree preferred.
    • At least three years related professional experience related to customer service, patient relations and training. Experience that shows progressively increasing responsibility preferred.
    • Project management or supervisory/management experience of at least three years.
    • Knowledge of customer service theories and practices, and knowledge of health care services and or DD services highly preferred.
    • Experience measuring and analyzing data related to customer service and/or organizational change.
    • Experience working collaboratively with internal teams and external stakeholders, achieving shared goals.
    • Extensive experience in conducting training for large and small groups required.
    • Valid state of Ohio driver's license and continued maintenance of excellent driving record.

    Application Procedure:  Applicants must apply ONLINE.  Please do not forward your information by email.  All resumes, cover letters and applications must be submitted through this applicant portal.  Click APPLY above to begin the process.  For any further questions about the application process, see the FAQ link below.  Thank you.


    Posting End Date:  Open until filled.  


    Privacy and Security NoticeBy applying for positions with the Cuyahoga County Board of Developmental Disabilities you are accepting that you have reviewed and understand our Applicant Privacy and Security Notice provided by clicking HERE.


    Equal Opportunity StatementThe Cuyahoga County Board of DD is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. For more information about the law, click here:  EEO Information


    - Individuals who may need assistance with the application process should contact Human Resources.

    - Questions about the application process?  Review answers to our FAQs here: FAQS and How to Contact H.R.

    - All Job tentative offers are made with the understanding that prospective new employees pass a drug test and background check prior to being hired. 




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