Sr. In Office Specialist

Public Partnerships | PPL•Latham, NY

11d•$55,000 - $65,000•Onsite

About The Position

The In Office Support Specialist is the primary point of contact for clients at satellite offices in the New York City area. The role assists consumers, Personal Assistants, and other clients with inquiries, account management, service information, and resolution of issues, with a focus on timely, accurate, and empathetic support. The specialist documents interactions in the CRM, collaborates with internal teams, and ensures interactions meet company standards and applicable regulatory requirements. The role also researches and resolves authorization and claims inquiries, investigates timesheet pend issues, educates consumers and Personal Assistants on program guidelines and internal systems, and responds to escalations from Managed Care Organizations and health plans. It is an in-office position Monday through Friday, 8 AM to 5 PM, and the employee must reside in Latham, New York. There is no supervisory responsibility. Public Partnerships LLC supports individuals who direct their own long-term home care by helping eligible Medicaid recipients choose and pay for support workers and services within state-approved budgets.

Requirements

High school diploma or equivalent required.
At least 3 years of experience in customer service, client support, or a related field.
At least 1 year of experience in data analytics.
Excellent verbal and written communication skills, including the ability to explain complex information clearly and empathetically.
Strong problem-solving abilities and a focus on efficient, effective issue resolution.
Customer-centric attitude and commitment to exceptional customer service.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Comfort using CRM software and office technologies such as Microsoft Office, email, and chat systems.
Strong attention to detail and ability to record client information accurately and consistently.
Ability to collaborate with a diverse team.
Must reside in Latham, New York.

Nice To Haves

Associate or bachelor's degree preferred; substantial professional experience may be considered in lieu of a formal degree.

Responsibilities

Greet consumers, Personal Assistants, and other clients and respond to issues, questions, and general concerns.
Resolve client concerns, complaints, and issues, and follow up as needed.
Assist clients with account registration, processes, system navigation, and service-related questions.
Provide accurate information about services, policies, procedures, and eligibility for care, budgets, and Personal Assistants.
Document client interactions, requests, and resolutions in the CRM system.
Collaborate with operations, finance, compliance, and other internal teams to resolve client issues and support service delivery, including payroll issues such as pends and adjustments.
Ensure interactions meet company standards for professionalism, accuracy, and regulatory compliance; participate in training to stay current on offerings, policies, and regulations.
Escalate complex or unresolved issues to supervisors or relevant teams and support timely resolution.
Collect client feedback and suggest process or service improvements.
Research and resolve authorization-related inquiries using internal databases, CRM payer portals, and electronic health record systems.
Investigate and resolve timesheet pend issues, including making outbound calls to gather information.
Educate and train consumers and Personal Assistants by phone and other communications on program guidelines, policies, and internal systems and tools.
Research and respond to escalations from Managed Care Organizations and health plans in accordance with organizational policies and regulatory requirements.