IOS Specialist

Public Partnerships | PPL•Rochester, NY

1d•Onsite

About The Position

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 Specialist plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction. 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.

Requirements

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 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.
High school diploma or equivalent required
1+ years of experience in customer service, client support, or a related field.
Employees in this position are required to complete new hire and annual training for privacy and security, complete attestations for the PPL Code of Conduct, The Employee Handbook, and satisfactorily pass a background screen before access to any PPL information will be granted.

Nice To Haves

associate or bachelor's degree preferred.

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 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.
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.
Gather client feedback and suggest improvements to processes or services based on customer interactions.
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.
Assist the Senior In‑Office Support Specialist by performing entry‑level registration and verification tasks such as I‑9 processing, payment method verification, and document management.