Outreach Specialist- California (Bilingual)

Public Partnerships | PPL

2d•$22 - $26•Remote

About The Position

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. 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). We are seeking a dynamic, customer-focused, and results-driven professional to join our team as an Outreach Specialist. This role combines high-touch client consultations, inbound lead and referral conversion, strategic relationship management, and business growth activities with a strong emphasis on PPL’s self-direction solutions. The ideal candidate excels at building trust quickly, delivering exceptional customer experience, identifying client needs, and driving program participation and long-term partnerships through a customer-first approach. Candidates must reside in the state of California.

Requirements

Exceptional verbal and written communication skills with the ability to build rapport, gain trust quickly, and nurture relationships in brief or ongoing interactions.
Strong interpersonal skills and a problem-solving mindset focused on client-centered solutions that also support business objectives.
Ability to manage multiple priorities, relationships, and high-volume interactions in a fast-paced environment.
Excellent organizational and time-management skills; comfortable working independently and collaboratively.
Proficiency with CRM systems, MS Office Suite, and other business tools.
Bilingual- Spanish or Korean
Education: Bachelor’s Degree Preferred.
Substantial professional experience in a related field may be considered in lieu of formal degree.
Experience: Proven experience in customer engagement, relationship management, lead generation, or sales with a focus on delivering outstanding customer experiences.
Background in case management, preferably with the ability to assess and address complex client needs.
Experience in customer service, retail, call-center, or high-volume inquiry environments is highly desirable.

Nice To Haves

Business development, growth-focused, or sales experience preferred.
Familiarity with Financial Management Services (FMS) providers or self-direction programs is a strong plus.
Comfort representing the organization at industry events or through networking.

Responsibilities

Lead & Referral Outreach and Engagement (Primary Focus – 65%+)
Develop and maintain strong, personalized relationships with potential clients and referral sources.
Conduct concise, impactful consultations to understand client needs, educate on PPL self-direction solutions, build confidence in our services, and convert inquiries into strong referrals or program enrollments.
Provide clear, relevant information in a professional manner while focusing on capturing valuable leads and increasing referral volume.
Track caller/lead status, interest in self-direction, follow-up needs, and opportunities for growth.
Serve as a primary point of contact for inbound inquiries and new leads across multiple channels.
Act as a liaison between internal teams and external contacts to ensure smooth communication, successful outcomes, and seamless lead transitions.
Business Development & Program Growth
Analyze client needs and feedback to spot program growth opportunities and present tailored self-direction solutions.
Collaborate with internal teams (customer experience, program, and operations) to align on lead strategies, implement market expansion initiatives, and influence best practices for new participants.
Contribute to strategies that enhance lead generation, program participation, and overall business development.
Customer Experience & Case Management Support
Maintain a consistent customer-first mindset across all interactions and touchpoints, delivering high-touch, positive experiences that build lasting trust.
Provide case management guidance and strategic solutions to address complex client needs, resolve challenges efficiently, and align outcomes with organizational goals.
Partner with customer service teams to identify service improvement areas and implement initiatives that elevate the overall client experience.
All other duties as assigned.