Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Sr. In Office Specialist role.

Rezi rewrites your resume against Public Partnerships | PPL's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Sr. In Office Specialist posting at Public Partnerships | PPL — free, in seconds.

About the Role

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.

Responsibilities

Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns.
Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up.
Assist clients with managing their accounts, including initial registration, providing guidance on processes, system navigation, and service-related queries.
Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility.
Accurately document client interactions, requests, and resolutions in the CRM system.
Collaborate with internal teams to resolve client issues and ensure seamless service delivery, including understanding payroll issues.
Ensure all interactions meet company standards for professionalism, accuracy, and compliance.
Participate in training sessions to stay current on product offerings, company policies, and industry regulations.
Escalate more complex or unresolved issues to supervisors or other relevant teams.
Gather client feedback and suggest improvements to processes or services.
Perform in-depth research using internal databases, CRM payer portals, and electronic health record systems to resolve authorization-related inquiries.
Research and resolve timesheet pend issues, including conducting outbound calls.
Conduct outbound calls and other communications to educate and train consumers and their Personal Assistants on program guidelines, policies, and system usage.
Thoroughly research and respond to escalations from Managed Care Organizations (MCOs) and health plans.

Requirements

High school diploma or equivalent required; associate or bachelor's degree preferred.
Substantial professional experience may be considered in lieu of a formal degree.
3+ years of experience in customer service, client support, or a related field.
1+ years of experience in data analytics.

Skills

Excellent verbal and written communication skills
Ability to explain complex information clearly and empathetically
Strong problem-solving abilities
Customer-centric attitude
Passion for helping others
Commitment to providing exceptional customer service
Ability to manage multiple tasks and prioritize effectively
Comfortable using customer relationship management (CRM) software
Proficiency in other office technologies (e.g., Microsoft Office, email, chat systems)
High attention to detail
Ability to work collaboratively with a diverse team

Location

New York City area
Latham, NY

Work Type

In office
Monday – Friday 8 AM – 5 PM

Experience Level

3+ years of experience in customer service, client support, or a related field
1+ years of experience in data analytics

Education Level

High school diploma or equivalent
Associate or bachelor's degree preferred

Salary/Compensations

$55,000-$65,000

About the Company

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care.
We are the nation’s largest and most experienced Financial Management Service provider, assisting eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.
We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations.
We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve.
Learn more at www.pplfirst.com.

Equal Opportunity

PPL 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.