Public Consulting Group Operations Specialist 3 in Lansing, Michigan
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 + Builds and maintains a professional working relationship across teams to implement process improvements including leading development and implementation of tools and resources critical to the team’s success. + Identifies, investigates, and troubleshoots deficits across operations and overall customer journey facilitating solutions and overseeing/ disseminating related communication as necessary. + Provides consistent assistance and is available to field and answer questions; initiates outbound calls or receives inbound calls to respond to inquiries and to follow-up as necessary. + Oversees/ coordinates assessment and necessary reviews of system and product needs across operational centers of excellence. + Supports product and system enhancements input and tracking, including recommendations for new tools. + Coordinates and directly contributes to self-service products across teams. + Collaborates cross-functionally to develop critical education and training content/ resources including external stakeholder content as necessary. + Leads and performs training internally across teams and externally as necessary. + Leads teams developing critical forms and templates, directly contributing as necessary, with focus on promoting standardization operational efficiencies across teams. + Responsible for maintaining excellent documentation including but not limited to policy and procedure manuals, training manuals, scripting. + Coordinates development and consultation across team, continuously streamlining standard operating procedures, processes, and shared access tools such as Knowledge Base and SharePoint. + Organizes and enforces operational practices and supporting procedures, including documentation of new business and product implementations. + Coordinates and supports new business engagements, operations modernization, product and reporting related activities and projects across + Establishes, coordinates, and tracks key metrics and related reporting. + Identifies training needs based on identified trends. + Responds to escalations expeditiously within stated service levels. + Leads companywide initiatives and partnerships focused on advancing a positive customer experience and overall journey. + Leads overall modernization activities as necessary to champion the voice of the customer. Qualifications + Excellent attention to quality service within a multicultural environment + Excellent verbal and written communication skills + Ability to manage time effectively and independently while meeting deadlines and performance goals + Ability to effectively present information and respond to external and internal inquiries + Demonstrated success working in a team-oriented collaborative environment; ability to mentor and support team members + Advanced proficiency with Microsoft Office (Excel, PowerPoint, Word, Visio, Teams Education: Bachelor’s degree or 7+ years of directly related experience Experience: 2-4 years of experience in public sector or local, state, or federal government positions Experience in the provision of training development, curriculum design, training facilitation Experience conducting/analyzing training needs, developing training evaluation instruments Experience in the provision of quality customer service; preferably within an automated system environment EEO Statement Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work. Connect With Public Consulting Group! Connect with Public Consulting Group > Job LocationsUS Posted Date6 days ago(1/14/2022 2:09 PM) Job ID 2022-7591 # of Openings 1 Category Operation Support Type Regular Full-Time Practice Area Public Partnerships LLC
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.