Payment Integrity Coordinator

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 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. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those 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).

Job Summary

The Payment Integrity Coordinator is responsible for ensuring the accurate and timely resolution of pending timesheets and payment-related inquiries while serving as a key point of contact for internal and external stakeholders. This role manages case documentation, investigates issues, and leverages expertise in program rules, operational processes, and CRM systems to drive effective resolutions and maintain compliance with audit and internal control requirements. The coordinator collaborates cross-functionally to identify process improvements, analyze trends, and support operational efficiency while delivering exceptional customer service. Success in this role requires strong analytical skills, attention to detail, problem-solving abilities, and the ability to communicate effectively in a fast-paced environment.

Key Responsibilities

Customer Service & Stakeholder Communication

• Respond to pend inquiries via CRM, system of record, and email, ensuring accurate and timely resolution.
• Respond to inquiries, providing thorough follow-up with previous contacts to resolve issues.
• Respond to all inquiries in a professional, friendly, and timely manner with a strong public-service orientation, while working effectively with people with disabilities.
• Communicate effectively, specifically with external parties (clients, referral sources, and vendors), to resolve issues and address inquiries.

Operations Management & Issue Resolution

• Perform basic timesheet pend management resolution operations functions in a cross-functional manner.
• Demonstrate a deep understanding of the full lifecycle of operations processes, working with all operations groups to provide effective resolutions.
• Subject Matter Expert (SME) in program rules for assigned projects to effectively resolve pending timesheets for the PPL portfolio.

Case Management & Documentation

• Create, analyze, and manage CRM cases for resolution tasks and administrative functions, ensuring thorough documentation.
• Maintain excellent documentation of all calls, questions, complaints, and/or mailed inquiries for proper record-keeping.
  

Compliance, Audit & Risk Management

• Maintain adequate records for audit and internal control purposes, ensuring compliance with all operational policies.

Administrative Support & Workflow Coordination

• Route mail, email, and other administrative tasks as assigned, contributing to efficient workflow.

Technical Proficiency & Systems Knowledge

• Develop an excellent working knowledge of required operating platforms to perform job responsibilities effectively.

Required Skills:

• Strong ability to analyze data, identify trends, and develop solutions to improve operations processes.
• Exceptional attention to detail, ensuring all tasks and documentation are completed accurately.
• Proven creative problem-solving ability and critical thinking to resolve issues efficiently.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively at all levels within the company
• Commitment to delivering exceptional customer service while resolving inquiries and providing support.
• Ability to evaluate, follow, and improve upon current processes to enhance operational efficiency.
• Ability to take initiative, make informed decisions, and seek guidance from leadership when needed.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Advanced knowledge of CRM systems, Microsoft Windows, Excel, Word, and other software tools relevant to the role.
• Ability to compose detailed reports, business correspondence, and procedure manuals.
• Capable of presenting information clearly and responding to questions from managers, clients, customers, and the general public.

Qualifications:

• Education: Relevant Bachelor’s degree or equivalent experience required. Substantial professional experience may be considered in lieu of a formal degree 
• Experience: Minimum of 2+ years of progressive experience in an operations center, customer service, enrollment, authorization, or consumer direction-oriented role

Compensation Range: $50,000 - $53,000 annually

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.

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.

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.

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