Bilingual Customer Service Representative
at Public Consulting Group

Date Posted: 11/18/2019

Job Description

Public Partnerships LLC, a subsidiary of Public Consulting Group supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. 

Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.  We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations.  We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.publicpartnerships.com).



Responsibilities

GENERAL SUMMARY:

Expected to respond to all inquiries in a professional, friendly and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities. Expected to have excellent verbal, written communication and troubleshooting skills. Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries. Responsible for maintaining adequate records/documentation for audit and internal control purposes. Routing mail, email, and other administrative support duties as assigned. Responsible for learning Program Rules of assigned projects to ensure ability to respond to Customer Service inquiries. Responsible for developing excellent working knowledge of PPL operating platforms required to fulfill job responsibilities (e.g.; Portal, Navision, etc.).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are ranked in order of importance and are representative of the knowledge, skill, and/or abilities required to do the job successfully.

  • Respond to Inbound/Outbound Call Inquiries (60%)
  • Respond to inbound call inquiries related to consumer budgets, service authorization, program guidelines, withholding and tax forms, program enrollment, workers compensation requirements, invoice and timesheet processing status, and family friendly report, within standard PPL performance metrics.
  • Initiate outbound calls to respond to inquiries and to follow-up with previous contacts.
  • Meet quality assurance standards as applicable to program.
  • Perform support ticket transaction resolution tasks and administrative functions (30%).
  • Enter and monitor support ticket information into PPL Portal Respond to assigned support tickets in Portal, and coordinate activities with other project staff.
  • Perform administrative functions e.g.: pended timesheet reporting, mail distribution, document verification, document management, timesheet verification.
  • Data entry and update payroll; accounts payable account information as assigned. Maintain Effective Working Relationship with Financial Operations Center (FOC) Staff (10%).
  • Communicate with FOC staff on regular basis, providing direction to support tickets containing updated information on how to respond to customer questions.
  • Enter manual timesheet and agency invoice information into automated financial management system as assigned.
  • Identify documentation issues and report to supervisor.

(Other duties may be assigned as appropriate and necessary).



Qualifications

Bilingual in either Arabic, Cambodian, Cantonese, Korean, Laotian, Mandarin, Russian, Somali, Spanish, Tagalog, Ukrainian, or Vietnamese is required for this position.

  • Related experience and/or training in customer service.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • General knowledge of PC navigation and commands (I.e. copy, paste, highlight functions)
  • Proficient writing skills, including ability to compose reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Ability to manage time effectively in a fast paced environment.
  • Knowledge of MS Windows, Excel and Word preferred

#LI-JI1

Job Snapshot

About Us

Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies.

PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.

Join the Public Consulting Group, Inc. Talent Network today and stay up-to-date on our openings as they continue to become available!

What is a Talent Network?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities with family and friends through Social Media or email

Are you looking for a new job? Check out these current opportunities: Corporate jobs, Education Jobs, Health & Human Services Jobs, Participant Direction Jobs and Technology Consulting Jobs