Senior Office Support Specialist

Location: New York

Senior Office Support Specialist page is loaded## Senior Office Support Specialist locations:
US NY - NYCtime type:
Full time posted on:
Posted Yesterday job requisition :
JR25-000656

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 (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025.

We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at .The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York City area. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Agent plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.
* ** Customer Support:
** Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention.
* ** Problem Resolution:
** Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed.
* ** Account Management:
** Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries.
* ** Service Information:
** Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants.
* ** Documentation:
** Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.
* *
* Collaboration:

** Work closely with internal teams (e.g., operations, finance, and compliance) to resolve client issues and ensure seamless service delivery. This includes having a working level knowledge and understanding of how to address items such as pends, adjusts, and other payroll issues that are presented to them.
* ** Quality Assurance**:
Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations.
* ** Training & Development:
** Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.
* ** Escalation Support:
** Escalate more complex or unresolved issues to supervisors or other relevant teams, ensuring timely resolution for clients.
* ** Feedback Collection:
** Gather client feedback and suggest improvements to processes or services based on customer interactions.
* ** Authorization & Claims Research & Resolution:
** Performs in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries accurately and efficiently.
* ** Timesheet Pend Investigation & Resolution:
** Responsible for researching and resolving timesheet pend issues, including conducting…