Public Consulting Group

Client Success Associate

Job Locations US
Posted Date 3 weeks ago(11/18/2022 9:35 AM)
Job ID
2022-8549
# of Openings
1
Category
Customer Service/Support
Type
Regular Full-Time
Practice Area
Education Services

Overview

 Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, technology, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG employs approximately 2,000 professionals worldwide—all committed to delivering solutions that change lives for the better. The firm has extensive experience in all 50 states, Canada, and a growing practice in 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

Client Success Associate (Medicaid School-Based Services):

Client Success Associates are integral members of PCG’s Medicaid School-Based Services (SBS) program; the specific focus of this role will be supporting the Fee-for-Service (FFS) and Cost Settlement programs. Client Success Associates will be responsible for managing, maintaining, and growing client relationships with local education agency (school district) and/or state agency stakeholders. This will be accomplished through direct client interaction, as well as collaboration with internal teams. This role must effectively integrate capabilities in client management and project management in addition to promote strong connectivity with the other Client Success Associates and their functional area counterparts across Operations, Technology, and Program Integrity.

 

Responsibilities: 

 

Clients

  • Learn/Understand Federal, state, and local Medicaid policies as they pertain to our education clients
  • Drive client reimbursement optimization and program expansion and identify risk factors and execute mitigation strategies
  • Assist clients in understanding and implementing processes to maintain compliance, as well as to implement programs for new reimbursement opportunities
  • Focus on developing long-term client relationships – expand influence, increase retention, solve issues, and drive satisfaction
  • Model best practices in terms of client, project, and change management
  • Lead client engagements/interactions (e.g., client meetings)
  • Proactively identify problems and provide solutions to clients
  • Build client excitement in terms of new features, functionality, and services
  • Provide internal feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners
  • Capture client requirements and communicate those requirements with developers
  • The ideal candidate is personable, proactive in anticipating client needs, enjoys meeting clients in person, and feels a sense of duty to follow-up with client requests and maintain client satisfaction

 

Collaboration & Coordination:

  • Contribute to a professional and respectful team dynamic with a culture of mutual accountability
  • Deliver results in terms of client success metrics, both individually and collaboratively
  • Collaborate and coordinate with team members to meet our clients’ needs. Examples include:
    • Coordinate with Operations in terms of the creation of status update meeting materials, respond to data or reporting requests, and evolve our services based on training and help desk feedback
    • Work with Program Integrity functions to understand implications of policy shifts and effectively communicate with clients, track national trends, and ensure adherence to contractual obligations
    • Serve as the client contact re: change request process and involve appropriate team members from other functional areas
  • Proactively seek methods for improving PCG’s web-based applications and processes
  • Support project growth and marketing initiatives as assigned
  • Assist with special projects as assigned
  • Positively contribute to the team, office, region, and firm culture, community, and environment

 

Qualifications

Required Skills and Experience:

  • Proven success at client relationship building
  • Effective communication skills (presentation, facilitation, and written) 
  • Collaboration skills (with peers, staff, and leadership) 
  • Data analysis skills, especially as it related to optimization opportunities
  • Ability to be decisive, consistent, transparent, and open to feedback
  • Highly organized and skilled at prioritization 
  • Professional maturity and ability to put the best interests of the client and PCG above self-interest 
  • Proficiency in MS Office products including PowerPoint, Access, Excel and Word
  • Ability to function within team environment and to manage competing priorities
  • Bachelor’s Degree Required

Preferred Experience: 

 

  • 3+ years' experience in client management
  • Background in education, information technology, and/or business operations
  • Experience using Asana or comparable task management, or project management, tools
  • Understanding of Federal and State Medicaid policies a plus
  • Medicaid experience a plus, particularly in either Texas or Nevada

 

Location: Remote/Hybrid, but preference for candidates residing in Texas or Nevada

 

 

#LI-remote

 

 

#LI-DM1

 

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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