Public Consulting Group

Operations Associate Senior

Job Locations US-AZ-Phoenix
Posted Date 1 month ago(9/23/2021 9:51 AM)
Job ID
# of Openings
Operation Support
Regular Full-Time
Practice Area
Public Partnerships LLC


Public Partnerships LLC, a subsidiary of Public Consulting Group 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


  • Monitors and processes documentation within the standard PPL performance metrics
  • Coordinate staff and technical activities within the standard PPL performance metrics
  • Utilizes various software and databases and other third-party vendor sites to any or all responsibilities. 
  • Performs all functions necessary to support the fulfillment and enrollment of the individual/employer/authorized representative and provider(s)
  • Updates status of individual participants and providers records through various software and databases and other third-party vendor sites. 
  • Strong aptitude for working independently with little guidance as well as collaborating with others 
  • Adheres to daily processing metric goals  
  • Knowledgeable of state specific requirements to complete processes successfully   
  • Readily identifies potential barriers to deadlines and takes necessary steps to report to supervisor or manager 
  • Researches and resolves customer issues, always seeking the most productive outcome for both the customer and PPL
  • Builds sustainable relationships of trust through open and interactive communication with various departments within PPL
  • Performs file uploads and creates new records in systems
  • Collaborates with internal and external stakeholders as necessary to ensure deadlines are met
  • Meets quality assurance standards as applicable to program
  • Collects, analyzes and presents information that will be used for quality control, but more importantly, for process improvement activities
  • Enters and monitors relevant documentation in department systems and tools
  • Demonstrated work history of devising methods and processes to resolve complex or difficult issues.
  • Responds to operation associates’ program specific questions as a Subject Matter Expert.
  • Performs testing/training of system changes.
  • Utilizes CRM data to provide routine assessment of progress towards identified metric goals and SLA’s. 
  • Supports training for new and established Operations staff. 
  • Fully competent in all department functions
  • Responds to incoming departmental escalation requests to solve outstanding issues within program requirements. 
  • Assists with development and maintenance of department related standard operating procedures.
  • Participates in meetings on onboarding process and program changes
  • Proven analytical skills in identifying root cause analysis of gaps in processes and procedures
  • Proven abilities to maintain a professional morale in leading by example and motivating peers
  • Enter and monitor relevant documentation in department systems and tools
  • Ability to prepare ad-hoc reporting applicable to department activities


  • High-energy, hands-on employee who thrives in a fast-paced work environment 
  • Demonstrated exemplary customer service and support experience  
  • High computer literacy with proficiency in Microsoft Office products 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 creatively problem solve and prioritize tasks
  • Education:

    Some college experience preferred


    4+ years of experience in data entry or administration; Document management experience preferred; 1 year of leadership experience, in any capacity

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.


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