Public Consulting Group

Escalations Specialist

Job Locations US
Posted Date 7 months ago(11/19/2021 11:18 AM)
Job ID
# of Openings
Customer Service/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



PPL is seeking a dynamic and results oriented individual to help our business development and referral source engagement. We’re seeking an individual who is both creative and detailed oriented: someone who has the ability to interact with internal and external stakeholders in order to solve a variety of complex issues in a way that supports individuals and their inclusion into self-direction. In this role, the candidate will be working in tandem with our Business Development team and Organic Growth project team to develop and execute problem solving initiatives that leverage their operational knowledge and background to facilitate our growth objectives. The Escalation Specialist will serve as the primary point of contact for all external feedback for referral source entities and their issues. The candidate will interface with both internal and external groups including Core Customer Service, Enrollment, I&A, and Financial Operations as well as referral entities and vendors for the selected programs.



  • Performs basic operations functions in a cross functional manner including enrollment and timesheet processing
  • Responds to Inbound/Outbound Call Inquiries
  • Initiates outbound calls to respond to inquiries and to follow-up with previous contacts
    Responds to all inquiries in a professional, friendly and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities
  • Communicates effectively specifically with external (Client/Referral Source/Vendor) parties effectively
  • Performs support ticket transaction resolution tasks and administrative functions
  • Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries
  • Responsible for maintaining adequate records/documentation for audit and internal control purposes
  • Through the completion of all tasks conveys a deep understanding of the full life cycle of operations processes and the ability to work with all operations groups therein in order to provide resolution
  • Routes mail, email, and other administrative support duties as assigned
  • Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries
  • Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities

(Other duties may be assigned as appropriate and necessary).


  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Expected to have excellent verbal, written communication and troubleshooting skills
  • Demonstrated understanding and ability to work with persons with disabilities.
  • Ability to compose reports, business correspondence, and procedure manuals.
  • Excellent verbal and written communication skills.
  • Ability to troubleshoot.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Excellent attention to detail and ability to manage time effectively in a fast paced environment.
  • Knowledge of MS Windows, Excel and Word preferred.

Education: High School degree or equivalent required; Bachelor’s Degree is desirable


Experience: 2-4 years’ experience in a customer service-oriented role; Demonstrated success as a PPL Customer Service Representative, Operations Associate, Enrollment Specialist or Enrollment Coordinator for at least six months prior to application

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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