Support Broker – Supervisor

This is a fully remote position, open to applicants in California.

📋 Description

• Oversees and mentors members of the Support Broker team.

• Acts in the capacity of Lead Support Broker as necessary.

• Provides supervisory guidance, mentorship, and training for both new and existing Brokers, driving professional and workforce development within the Information & Assistance team.

• Evaluates staff knowledge, skills, and abilities in relation to operational needs.

• Offers subject matter expertise and operational support in the areas of recruiting, screening, hiring, training, and performance management of Support Brokers.

• Creates training materials and curricula (including system user guides, PowerPoint presentations, tutorials, tips, etc.) to enhance staff development and job performance.

• Conducts regular and ongoing training sessions for staff.

• Shows initiative and actively participates in program development, special projects, and overall Information and Assistance Operations.

• Collaborates in the creation of new policies, procedures, training materials, and additional resources aimed at facilitating effective self-direction of services and best practices in support brokerage.

• Engages in stakeholder outreach, training, and marketing events within the communities served by Public Partnerships.

• Addresses escalated inquiries, complaints, and grievances from state program offices, Support Brokers, Participants, and other stakeholders.

• Records and reports all participant/representative complaints concerning Public Partnerships services using established reporting processes and systems.

• Reports and follows up appropriately on any allegations or reports of suspected fraud, abuse, neglect, and exploitation.

• Maintains documentation of services provided in accordance with relevant policies and procedures.

• Manages and processes all documents, files, and Participant information in compliance with HIPAA guidelines and requirements.

• Coordinates and conducts quality management activities, including internal audits and other quality control efforts.

⛳️ Requirements

• Exceptional communication, presentation, and office technology skills.

• Ability to work independently with minimal supervision within a remote team environment.

• Capability to uphold proper etiquette and customer support techniques, utilizing program and population-specific language and terminology.

• Proficient in effectively communicating with colleagues, program participants, and various stakeholders.

• Ability to identify, assess, and address the distinct needs of individuals with disabilities.

• Skill in teaching Support Brokers the essential skills needed to cultivate a consultancy leadership mindset.

• Ability to encourage others to view traditional health care service systems from new perspectives.

• Proficient in teaching and elaborating on the fundamental principles of self-directed services.

• Basic understanding of the history and foundations of the self-direction movement.

• Excellent at meeting deadlines; adept at mentoring and guiding others to prioritize their work effectively.

• Recognizes, maintains, and ensures confidentiality of all materials within the work environment.

• Proficient in modern office practices and methods; skilled in using computers, Microsoft Office Suite, and Public Partnership’s proprietary technologies.

• Excels in fostering positive working relationships with federal, state, and county agencies, as well as other community stakeholders.

• Capable of effectively overseeing the management of required service documentation and billing in an accurate and timely manner.

• At least three years of experience in providing case management or support brokerage services to individuals with disabilities and/or elderly persons.

🏝️ Benefits

• 401k Retirement Plan

• Medical, Dental, and Vision insurance from the first day of employment

• Generous Paid Time Off

• Employee Assistance Program and more!