Job Details

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

Duties & 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 takes 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 using required reporting processes and systems.
• 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.
• Processes enrollment applications received through email, fax, mail and online.
• 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.
• 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 and daily processing metric goals as applicable to program.
• Collects, analyzes, and presents information that will be used for quality control and process improvement activities.
• Enters and monitors relevant documentation in enrollment systems and tools.
• Conducts both internal and external reporting.

Required Skills:

• Strong customer service and support experience.
• Proficient in Microsoft Office Suite 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.

Qualifications:

Education:

• Associate or bachelor's degree 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.

Working Conditions:

Hybrid (Albany, NY) - combination of in-office and remote work

Compensation & Benefits:

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Employee Assistance Program and more!
• Base pay may vary depending on skills, experience, job-related knowledge, and location.
• Certain positions may also be eligible for a performance-based incentive as part of total compensation.

Compensation Range: $20.00 - $22.00 / hourly

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.

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.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!