PA Supervisor II

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 https://pplfirst.com/cdpap.

Duties & Responsibilities:

• Provides customer service staff with guidance and training based on experience handling progressively complex questions and situations.
• Performs regular quality checks of phone calls and corresponding documentation.
• Applies independent judgment to escalate calls to Consumer Service Manager.
• Maintains adequate records/documentation for audit and internal control purposes.
• Learns program rules of assigned projects to ensure ability to respond to customer service inquiries.
• Develops excellent working knowledge of operating platforms required to fulfill job responsibilities.
• Routes mail, email, and other administrative support duties as assigned.
• Supervises Consumer Service Agents and monitor team performance and quality assurance.
• Responds to all call inquiries in a professional, friendly, and timely manner and manages supportticket resolution.
• Maintains effective working relationship with cross-functional staff members.

Required Skills:

• Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients.
• Public-service oriented and understand the needs, as well as work effectively, with persons with disabilities.
• Ability to effectively execute without direct onsite supervision.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
• Strong organizational skills
• Excellent attention to detail
• Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals.
• Proven ability to effectively present information and respond to questions from leadership, clients, and customers.
• Ability to manage time effectively in a face paced environment.
• Knowledge of Microsoft Windows, Excel, and Word

Qualifications:

• Bachelor’s Degree preferred.
• 5+ years’ experience supervising staff;
• 3-5 years’ experience in a call center environment;
• 7+ years relevant work experience in the healthcare industry

Working Conditions:

• Office setting or remote.
• Hours range from 8am-8pm. Multiple shifts available.

Supervisory Responsibility:

• Team of 10-12 agents
• Team of 2-4 Supervisors

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation & Benefits

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Continuing Education Assistance Program
• Employee Assistance Program and more

Public Partnerships 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 PPL, 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. PPL will not tolerate discrimination or harassment based on any of these characteristics.