Supervisor 2 Program Support & Outreach

Public Partnerships•Albany, NY

5d•$80,000•Onsite

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). Job Summary The Ops Program Support Supervisor 2 is responsible for overseeing the day-to-day operations of the Program Support and Outreach Specialist team, ensuring that high standards of customer service are met. This role involves managing a team of Ops Program Support Supervisor, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Ops Program Support Supervisor 2 plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.

Requirements

Leadership Skills: Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
Problem-Solving: Strong ability to handle complex customer issues, providing effective and efficient resolutions.
Communication Skills: Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
Customer-Centric Focus: A passion for delivering exceptional service and ensuring client satisfaction.
Compliance Knowledge: Understanding of industry regulations and best practices related customer service in healthcare or home care services is a plus.
Technical Skills: Comfort with CRM systems, scheduling tools, and other customer service technologies.
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred. Substantial professional experience in a related field may be considered in lieu of formal degree.
Experience: 2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role.

Nice To Haves

Compliance Knowledge: Understanding of industry regulations and best practices related customer service in healthcare or home care services is a plus.
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred. Substantial professional experience in a related field may be considered in lieu of formal degree.

Responsibilities

Team Supervision: Oversee a team of Ops Program Support Supervisor, providing guidance, coaching, and feedback to ensure high levels of performance of the Sups team.
Performance Management: Monitor and evaluate team performance against KPIs (Key Performance Indicators) and service standards. Conduct regular performance reviews and provide constructive feedback.
Team Leadership & Staff Engagement: Responsible for conducting regular one-on-one check-ins with staff and leading team meetings to provide guidance, monitor progress, and foster team alignment with organizational goals
Process Ownership & SOP Development: Responsible for developing, documenting, and maintaining Standard Operating Procedures (SOPs) to memorialize team processes, taking full ownership of their accuracy and ensuring timely updates as workflows evolve. All SOPs are to be submitted to the manager for review, finalization, and formal approval.
Cross-Functional Collaboration & Training Facilitation: Leads cross-functional team meetings to deliver training, share operational updates, and ensure alignment across departments on key processes and initiatives
Training Development & Departmental Collaboration: Collaborates with the manager to develop internal department training materials and actively participates in department-wide meetings to support alignment, knowledge sharing, and continuous improvement.
Staff Engagement & Team Culture Development: Collaborates with the manager to promote staff engagement through team-building initiatives, recognition efforts, and fostering a positive and inclusive work environment.
Client Support: Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions while maintaining high customer satisfaction.
Training & Development: Assist in onboarding and training new team members and ensure ongoing development through regular coaching and skills training.
Process Improvement: Identify opportunities to improve customer service processes, workflows, and tools. Collaborate with the team to implement changes that increase efficiency and client satisfaction.
Quality Assurance: Ensure that all customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations.
Scheduling & Coordination: Assist in managing staff scheduling and coordinate coverage to ensure uninterrupted operational support, including adjusting shifts, managing time-off requests, and responding to real-time staffing needs.
Reporting: Generate regular reports on team performance, customer feedback, and key metrics. Use data to identify trends and provide insights to the Manager, Ops Program Support.
Collaboration: Work closely with other departments (e.g., Operations, Enrollment, Compliance) to address client needs and improve the overall client experience.
Client Advocacy: Advocate for clients, ensuring their needs are understood and appropriately addressed by the team.