In Office Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Summary

The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York City area. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Agent plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.   

Duties & Responsibilities

· Customer Support: Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention.

· Problem Resolution: Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed.

· Account Management: Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries.

· Service Information: Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants.

·Documentation: Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.

·Collaboration: Work closely with internal teams (e.g., operations, finance, and compliance) to resolve client issues and ensure seamless service delivery. This includes having a working level knowledge and understanding of how to address items such as pends, adjusts, and other payroll issues that are presented to them.

·Quality Assurance: Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations. Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.

·Escalation Support: Escalate more complex or unresolved issues to supervisors or other relevant teams, ensuring timely resolution for clients.

·Feedback Collection: Gather client feedback and suggest improvements to processes or services based on customer interactions.

·Authorization & Claims Research & Resolution: Performs in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries accurately and efficiently.

·Timesheet Pend Investigation & Resolution: Responsible for researching and resolving timesheet pend issues, including conducting outbound calls to gather necessary information and ensure timely resolution

·Consumer & PA Education and System Training: Conducts outbound calls and other communications to educate and train consumers and their Personal Assistants on program guidelines, policies, and the effective use of internal systems and tools.

·MCO/Health Plan Escalation Resolution: Responsible for thoroughly researching and responding to escalations from Managed Care Organizations (MCOs) and health plans, ensuring timely and accurate resolution in accordance with organizational policies and regulatory requirements.

Required Skills:

• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner. 
• Problem-Solving: Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively. 
• Customer-Centric Attitude: A passion for helping others and a strong commitment to providing exceptional customer service. 
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
• Technical Skills: Comfortable using customer relationship management (CRM) software and other office technologies (e.g., Microsoft Office, email, chat systems). 
• Attention to Detail: High attention to detail, ensuring that all client information is recorded accurately and consistently. 
• Team Player: Ability to work collaboratively with a diverse team to achieve company goals and provide excellent service. 
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Qualifications:

Education:

High school diploma or equivalent required; associate or bachelor's degree preferred. Substantial professional experience may be considered in lieu of a formal degree.

Certification:

3+ years of experience in customer service, client support, or a related field. 1+ years of experience in data analytics

Working Conditions:   

In office Monday – Friday 8 AM – 5 PM; Must Reside in Latham, NY

Supervisory Responsibility (If applicable):   None

Our people make all the difference in our success.

Compensation Range: $55,000-$65,000

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.

Public Partnerships LLC 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.pplfirst.com).

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!