Support Broker, Supervisor

Public Partnerships | PPL•US CA Remote, CA

6d•$68,000 - $81,000•Remote

About The Position

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). The Support Broker Supervisor provides leadership, mentorship, and operational oversight to a team of Support Brokers, ensuring high-quality service delivery and compliance with program requirements. This role supports workforce development through recruiting, training, performance management, and the creation of educational resources that advance staff knowledge and effectiveness in self-directed services. The supervisor also manages escalated inquiries, complaints, and quality assurance activities, while maintaining strict adherence to regulatory standards, including HIPAA. Additionally, the position plays a key role in stakeholder engagement, program development, and continuous improvement initiatives across Information & Assistance Operations.

Requirements

Excellent communication, presentation, and office technology skills.
Ability to work well independently with minimal supervision within a remote team structure.
Ability to maintain appropriate etiquette and customer support techniques, including use of program and population-specific language and terminology.
Ability to effectively communicate with colleagues, program participants and other stakeholders.
Ability to identify, assess and respond to the unique needs of individuals with disabilities.
Ability to teach Support Brokers necessary skills to achieve a consultancy leadership mindset.
Ability to stimulate others to look at traditional health care service systems in new and different ways.
Ability to teach and expound on the core tenets of self-directed services.
Fundamental understanding of the history and foundations of the self-direction movement.
Excel at meeting required deadlines; mentoring and managing others to effectively prioritize their work.
Ability to recognize, maintain, and provide oversight with respect to the confidentiality of all materials in the work setting.
Mastery of modern office methods and practices; efficient with computers, Microsoft Office Suite software and Public Partnership’s proprietary technologies.
Excellence in managing positive working relationships with federal, state and county agencies and other community stakeholders.
Ability to effectively oversee management of required service documentation and billing in an accurate and timely manner.
Strong supervisory skills
High School Diploma or equivalent required.
Minimum three years of experience providing case management or support brokerage to individuals with disabilities and/ /or persons who are elderly.

Nice To Haves

Related four-year (BA or BSW) degree preferred.
Substantial professional experience may be considered in lieu of a formal degree.

Responsibilities

Supervises and mentor’s members of the Support Broker team.
Fulfills roles of Lead Support Broker as needed.
Provides supervisory leadership, mentorship, and training to new and existing Brokers, spearheading professional and workforce development within the Information & Assistance team.
Assesses staff knowledge, skills, and abilities relative to operational requirements.
Provides subject matter expertise and operational support in recruiting, screening, hiring, training, and performance management of Support Brokers.
Develops training materials and curriculum (system user guides, PowerPoint presentations, tutorials, helpful hints, etc.) to promote staff development and job performance.
Deliver training to staff on a regular and ongoing basis.
Demonstrates initiative and active participation in program development, special projects and Information and Assistance Operations at-large.
Co-authors or otherwise contributes to the development of new policies, procedures, training materials and other resources designed to facilitate successful self-direction of services and best practice support brokerage.
Facilitates and attends stakeholder outreach, training and marketing events in communities served by Public Partnerships.
Responds to escalated state program office, Support Broker, Participant and other stakeholder inquiries, complaints, and grievances.
Documents and reports all participant/representative complaints regarding Public Partnerships services using required reporting processes and systems.
Reports and appropriately follows up on allegations or reports of suspected fraud, abuse, neglect, and exploitation.
Maintains documentation of services provided in accordance with applicable policies and procedures.
Handles and processes all documents, files, and Participant information in accordance with HIPAA guidelines and requirements.
Coordinates and performs quality management, including internal audits and other quality control activities.
Other duties as assigned.