Client Operations Specialist - School - Based Services

Overview

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Responsibilities

5/15/2023: This role is Remote but as of May 15th, we are seeking candidates from the West Coast, Northwest, and Southwest United States that may serve our clients during Pacific Standard Time, Mountain Standard Time, and Central Standard Time.

PCG helps school districts and state agencies across the country support the delivery of health-related services by helping schools access more than $500M in Medicaid reimbursement each year. The Fee For Service (FFS) Client Operations Leads and Specialists will be responsible for following processes and procedures defined for the FFS Client Operations functional lane within the School-Based Services (SBS) Center of Excellence (COE). This position will conduct client operations activities that focus on improving the client experience in areas such as client support, end-user training, end-user communications and system implementations. There are multiple Client Operations roles available, ranging from entry-level specialist to experienced team leads. All levels will be involved in all areas of Client Operations, but specific work functionalities will be based upon experience level and interest.

Duties & Responsibilities:

Clients

• Assist clients with routine data file imports
• Meet project deliverables and timelines internally and externally
• Conduct web-based and in-person trainings to support system users
• Investigate and troubleshoot client tickets and provide timely resolutions
• Be an active participant in a healthy and respectful team dynamic with a culture of mutual accountability
• Exceed best practices and quality assurance standards for all program functions
• Complete new client and new feature system implementations including configuring, troubleshooting and testing
• Develop and maintain end-user training materials, including on-demand videos and user guides
• Adhere to the standard operating procedures and metrics that govern all Client Operations activities
• Adhere to all audit, security, and compliance standards
• Provide excellent customer support and serve as the initial point of contact for PCG system users

Continuous Improvement

• Be an active participant in improving the client experience:

• Standardization of system implementations to streamline across states where possible
• Develop and socialize internal tools and standard operating procedures to support system implementations in communication and collaboration with regional project teams
• Usage of data metrics, client feedback, and collaboration with other functional areas to inform improvement decisions
• Development and design of click to learn library for clients, including training tools that are on-demand and accessible
• Conversion and alignment of all state projects to the customer support software, Zendesk. Develop/follow a process to efficiently meet client deliverables

5/15/2023: This role is Remote but as of May 15th, we are seeking candidates from the West Coast, Northwest, and Southwest United States that may serve our clients during Pacific Standard Time, Mountain Standard Time, and Central Standard Time.

Qualifications

Required Skills and Education

• Strong Communication skills (presentation and written)
• Ability to work collaboratively (peers and management)
• Bachelor’s degree or equivalent combination of education and experience
• Ability to take initiative and seek solutions
• Organization, planning, and time management skills
• Willingness to work autonomously to meet client deliverables

Preferred Work Experience

• Working knowledge of PCG’s EdPlan or comparable web-based special education solution a plus
• Experience using Asana, Articulate, and Zendesk a plus
• 1+ years of experience in high volume service desk function
• Understanding of Federal and State Medicaid policies a plus

#LI Remote

# Remote

Compensation

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides the following reasonable range of compensation for this role: $50,000 - $85,000. In addition, PCG provides a range of benefits for this role.

*** Base salary compensation for this role is based on the level of position offered within the Client Operation ***

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.