Public Partnerships | PPL · 5 days ago
Senior Office Support Specialist
US NY - NYC
Full-time
Onsite
Mid, Senior Level
$55K/yr - $65K/yr
3+ years expPublic Partnerships LLC (PPL) helps people with disabilities and chronic illnesses stay at home and self-direct their care. The Senior Office Support Specialist serves as the primary contact for clients, providing assistance, resolving issues, and ensuring high levels of customer satisfaction.
Bookkeeping and PayrollFinancial ServicesHuman ResourcesPaymentsStaffing Agency
Responsibilities
Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention
Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed
Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries
Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants
Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting
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
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
Escalate more complex or unresolved issues to supervisors or other relevant teams, ensuring timely resolution for clients
Gather client feedback and suggest improvements to processes or services based on customer interactions
Performs in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries accurately and efficiently
Responsible for researching and resolving timesheet pend issues, including conducting outbound calls to gather necessary information and ensure timely resolution
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
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
All other duties as assigned
Qualification
Required
High school diploma or equivalent required
3+ years of experience in customer service, client support, or a related field
1+ years of experience in data analytics
Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner
Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively
A passion for helping others and a strong commitment to providing exceptional customer service
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Comfortable using customer relationship management (CRM) software, PPL@Home case management system and other office technologies (e.g., Microsoft Office, email, chat systems)
High attention to detail, ensuring that all client information is recorded accurately and consistently
Ability to work collaboratively with a diverse team to achieve company goals and provide excellent service
Preferred
Associate's or Bachelor's degree preferred
Substantial professional experience in a related field may be considered in lieu of formal degree
Company
Public Partnerships | PPL
PPL is the leading service provider for self-directed care programs.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Deralie Mooney
Tax Manager, Public Partnerships, LLC
Mckenzie Crews
Public Partnership
Company data provided by crunchbase