Customer Service Coordinator
at Public Consulting Group

Date Posted: 10/23/2019

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

• Receives and processes new individual referrals for participant-directed services
• Communicates referral corrections, as needed, to entities providing case management or service/support coordination entities services to the individual.
• Conducts introduction and welcome outreach to newly referred individuals or their representative to initiate the enrollment process.
• Schedules appointment(s) to ensure program enrollment is completed quickly and efficiently.
• Articulates to all stakeholders, what information is required to navigate and complete the enrollment process successfully.
• Readily identifies potential barriers and bottlenecks to timely enrollment and take necessary steps to triage and resolve.
• Engages the entity providing case management or service/support coordination services to the individual to ensure and understand Public Partnerships initiation and timely coordination of the enrollment process and what to expect.
• Responds to in-bound and out-bound call inquiries regarding new provider enrollment.
• Researches and resolves customer issues, always seeking the most productive outcome for both the customer and PPL.
• Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.
• Builds sustainable relationships of trust through open and interactive communication.
• Conducts over the phone enrollment activities with individuals, representatives, family members, employees and other stakeholders.
• Educates the individual/employer and provider on interacting with Public Partnerships as their fiscal intermediary, with emphasis on enrolling subsequent providers and keys to successful self-direction.
• Readily identifies potential barriers and bottlenecks to timely enrollment and take necessary steps to triage.
• Processes enrollment applications received through email, fax, mail and online.
• Performs all functions necessary to support the enrollment of the individual/employer/authorized representative and provider(s) including obtaining employer identification numbers, completing criminal background checks, and other enrollment related  requirements.
• Updates provider status and records in systems.
• Responds to incoming departmental requests to solve outstanding enrollment issues within program enrollment requirements.
• Performs file uploads and create new records in systems.

• Performs transactional task tasks and administrative functions required to support enrollment activities
• Collaborates with internal and external stakeholders as necessary to ensure enrollment cycle times are minimized and the first payment to the provider(s) is received on time and in full.
• Meets quality assurance standards as applicable to program.
• Collects, analyzes and presents information that will be used for quality control, but more importantly, for process improvement activities.
• Enters and monitors relevant documentation in enrollment systems and tools.
• Identifies and documents enrollment issues and report to supervisor.
• Reports and responds to all individual complaints regarding Public Partnerships services using required reporting processes and systems.
• Conducts both internal and external reporting.



Qualifications

• Demonstrated exemplary customer service and support experience
• High computer literacy with proficiency in Microsoft Office products and web-based applications
• High aptitude for process assessment, improvement and recommendation
• Exceptional verbal and written communication skills
• Ability to develop strong working relationships with external and internal stakeholders
• Ability to prepare ad-hoc reporting applicable to enrollment activities.

Education: Some college experience preferred.

Experience: 

1-3 years of experience in data entry or administration in an enrollment environment.
1-3 years of customer service experience.
At least 1-2 years professional experience working with persons with disabilities

Full-time employees are offered medical, dental and vision insurance on their first day of employment. PCG has a choice of two medical plans with Blue Cross Blue Shield that offer both in-network and out-of-network coverage. Staff may choose between three coverage levels. Dental Insurance is also provided by Blue Cross Blue Shield. The vision coverage is through EyeMed.

Full time Non-exempt (Hourly) employees accrue three weeks or 15 days per year (accrual 10 hours per month)

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.

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