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Customer Service Coordinator

Public Consulting Group, Inc.

This is a Contract position in Phoenix, AZ posted May 29, 2020.

Overview Public Partnerships LLC, a subsidiary of Public Consulting Group 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.publicpartnerships.com ).

Responsibilities As a member of Public Partnerships Enrollment and Provider Network team you will serve as a support to program individuals and their families throughout the enrollment experience.

Enrollment Coordinators are critical to the success of the enrollment experience at Public Partnerships.

Our ability to provide outstanding service to our customers during the enrollment process is our departments top goal.

The Enrollment Coordinator is responsible for supporting core enrollment services for individuals and providers in their respective participant-directed program.

Enrollment Coordinators will develop skills on financial management services for participant-directed programs in their assigned state(s) and are well versed in Public Partnerships technologies and suite of product offerings.

The core role of the Enrollment Coordinator is to ensure the individuals and provider(s) are enrolled timely, serving as the primary point of contact for on-going provider enrollment.

Successful Enrollment Coordinators will demonstrate exceptional interpersonal skills, critical thinking and problem solving, effective communication methods (both written and verbal) and a passion for serving aging adults and individuals with disabilities.

Enrollment Services Associates will work in a structured enrollment services center environment.

Core Responsibilities: Receives and processes new individual referrals for participant-directed services Communicates referral corrections, as needed, to entities providing case management or service/support coordination entities services to the individual.

Conducts introduction and welcome outreach to newly referred individuals or their representative to initiate the enrollment process.

Schedules appointment(s) to ensure program enrollment is completed quickly and efficiently.

Articulates to all stakeholders, what information is required to navigate and complete the enrollment process successfully.

Readily identifies potential barriers and bottlenecks to timely enrollment and take necessary steps to triage and resolve.

Engages the entity providing case management or service/support coordination services to the individual to ensure and understand Public Partnerships initiation and timely coordination of the enrollment process and what to expect.

Responds to in-bound and out-bound call inquiries regarding new provider enrollment.

Researches and resolves customer issues, always seeking the most productive outcome for both the customer and PPL.

Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.

Builds sustainable relationships of trust through open and interactive communication.

Conducts over the phone enrollment activities with individuals, representatives, family members, employees and other stakeholders.

Educates the individual/employer and provider on interacting with Public Partnerships as their fiscal intermediary, with emphasis on enrolling subsequent providers and keys to successful self-direction.

Readily identifies potential barriers and bottlenecks to timely enrollment and take necessary steps to triage.

Processes enrollment applications received through email, fax, mail and on-line.

Performs all functions necessary to support the enrollment of the individual/employer/authorized representative and provider(s) including obtaining employer identification numbers, completing criminal background checks, and other enrollment related requirements.

Updates provider status and records in systems.

Responds to incoming departmental requests to solve outstanding enrollment issues within program enrollment requirements.

Performs file uploads and create new records in systems.

Performs transactional task tasks and administrative functions required to support enrollment activities Collaborates with internal and external stakeholders as necessary to ensure enrollment cycle times are minimized and the first payment to the provider(s) is received on time and in full.

Meets quality assurance standards as applicable to program.

Collects, analyzes and presents information that will be used for quality control, but more importantly, for process improvement activities.

Enters and monitors relevant documentation in enrollment systems and tools.

Identifies and documents enrollment issues and report to supervisor.

Reports and responds to all individual complaints regarding Public Partnerships services using required reporting processes and systems.

Conducts both internal and external reporting.

Monitoring and Reporting Enter and monitor relevant documentation in enrollment systems and tools.

Identify and document enrollment issues and report to supervisor.

Report and respond to all individual complaints regarding Public Partnerships services using required reporting processes and systems.

Conduct both internal and external reporting.

Ability to prepare ad-hoc reporting applicable to enrollment activities.

Job Requirements: Demonstrated exemplary customer service and support experience High computer literacy with proficiency in Microsoft Office products and web-based applications High aptitude for process assessment, improvement and recommendation Exceptional verbal and written communication skills Ability to develop strong working relationships with external and internal stakeholders Ability to prepare ad-hoc reporting applicable to enrollment activities.

Education: Some college experience preferred.

Experience: 1-3 years of experience in data entry or administration in an enrollment environment.

1-3 years of customer service experience.

At least 1-2 years professional experience working with persons with disabilities Full-time employees are offered medical, dental and vision insurance on their first day of employment.

PCG has a choice of two medical plans with Blue Cross Blue Shield that offer both in-network and out-of-network coverage.

Staff may choose between three coverage levels.

Dental Insurance is also provided by Blue Cross Blue Shield.

The vision coverage is through EyeMed.

Full time Non-exempt (Hourly) employees accrue three weeks or 15 days per year (accrual 10 hours per month) LI-JI1 EEO Statement Public Consulting Group is an equal opportunity employer.

All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability.

VEVRAA Federal Contractor.