Client Engagement Manager

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs.

Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit  to explore opportunities.

The Client Engagement Manager provides a critical link between Palco and its various partners nationwide. They should possess an acute understanding of the interrelatedness of company departments in the execution of program responsibilities and a deep understanding of how departments function and how changes in one area affect operations in another. The Client Engagement Manager (CEM) is the one-call, one-stop solution to all State and MCO Partners, questions and issues.

CEM are the subject matter experts for the programs or programs they support and provide expert-level knowledge to internal and external audiences alike. Account Managers balance their commitment to the company with an unyielding attitude of process and programmatic improvement. They are focused on contract deliverables, compliance, programming growth, solutions and process improvement. The CEM works closely and supervises various Client Engagement Specialist (when necessary) to oversee and support the day-to-day functions of the role.

Additionally, they are expected to lead and facilitate high strategy meetings both internal and external. Internally, they should be dedicated to cross departmental collaboration and communication for a shared outcome of success. While still bound by all program rules, guidelines and state and federal law, the CEM never fails to consider how a program may be improved in terms of responsiveness, effectiveness, and service and by extension the participant.

• Provide constant and ongoing support to the assigned State and MCO partner staff for program operations and health.
• Field questions, issues, and participant problems reported to program partners and Palco staff.
• Possess good phone skills and ability to effectively communicate across all lines of business.
• Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners, researching and coordinating with other Palco departments when required.
• Embody the highest degree of customer service in person-to-person, telephone, written, and electronic communication with partners. Including the ability to command and run a meeting with multiple key stakeholders for efficiency and resolution.
• Provide expert level information of program rules and policies across all departmental workflows.
• Able to break down complex issues into a series of manageable, and outcome- oriented solutions.
• Participate in regular roundtable discussions with management as to pervasive issues and make relevant, business-based recommendations for improvement or remediation.
• Create meeting agendas, schedule, host conference call, and webinar training with management and partners.
• Create a high-level program overview report of the assigned accounts that will be presented on an annual and quarterly basis to include specific staff and program growth goals.
• Show successful outcomes in meeting program goals and achieving program growth.
• Participate in on-site partner training, meet-and-greets, and other activities as scheduled or assigned.
• Oversees a single, small-to-medium client program that necessitates a fully dedicated resource.
• Focuses primarily on day-to-day operations and contract compliance with an emphasis on communication with the partner.
• Works under close supervision of the Client Engagement Area Director.
• Gains foundational experience in client management and contract performance monitoring.
• Plays a key role in strategic client meetings and renewal discussions.

• Communicate effectively with a range of individuals with varying backgrounds, abilities and disabilities and communication styles, using person-centered techniques in all interactions.
• Represent Palco in all interactions with respective clients to which they are assigned.
• Handle difficult or unusual situations with…