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Public Consulting Group District Support Representative in Des Moines, Iowa

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

District Support Representative

The District Support role will support the Medicaid Administrative Claiming (MAC) / Random Moment Time Study (RMTS) Operations Team within the School-Based Services (SBS) Center of Excellence (COE). This position will focus on supporting district coordinators accessing the PCG systems and program functions and requirements required to participate. District Support functions include primarily addressing Tier 1 and some routine Tier 2 inquiries from district contacts via a help desk calls and emails. The District Support role will report directly to the District Support Lead. This position works alongside other District Support staff and Operations Specialists.

Responsibilities:

The District Support Representative can expect to play an active role in a variety of work assignments, but the area of focus will be on inbound district correspondence. Program functions include, but are not limited to:

  • Supports customer service inquiries from districts and responds to inquiries and questions timely

  • Responds to inbound call inquiries related to system and program functions

  • Initiate outbound calls to respond to inquiries and to follow-up with district contacts

  • Meet quality assurance standards as applicable to program functions

  • Perform help desk support ticket transaction resolution tasks and administrative functions

  • Maintain effective working relationships with the Operations team

  • Communicate with District Support Lead on a regular basis, providing recommendations for managing support tickets, macro or canned responses to frequently asked district questions, proactive district training needs, etc. based on district coordinator inquires

  • Compiles and analyses data related to district support

  • Support district coordinators performing operations in PCG systems

  • Participate in training for districts on program components

  • Assist with updating and maintaining Standard Operating Procedure documentation related to District Support operations

  • Participate in internal meetings; supports note taking of key decisions, action items, and other relevant information

  • Perform user acceptance testing on bug fixes and/or newly released features and software applications

  • Perform other duties as assigned

Qualifications

The successful candidate will demonstrate the following skills:

  • Ability to work collaboratively within a team and independently

  • Attention to detail

  • Ability to work efficiently and accurately so that tasks and projects are completed on-time and accurately

  • Proven ability to take initiative and seek solutions

  • Organization, planning, and time management skills

  • Communication skills (presentation, facilitation, and written)

  • Collaboration skills (with peers, staff, and leadership)

  • Curiosity for learning multiple state and program functions

  • Strong analytical skills, including the ability to analyze and organize data

  • Ability to build and maintain business relationships

  • Research and project management capabilities

  • Ability to listen and handle customer inquiries with patience

  • Ability to pay attention to customer experiences and customer feedback

  • Ability to respond to customer inquiries in a positive manner

  • Technology friendly: Internet and email

Preferred Experience:

  • RMTS/MAC, general Medicaid, and / or IEP experience

  • Experience using Asana or comparable task management / project management tool

  • Proficiency in MS Office products, including PowerPoint, Excel and Word

Education:  High School diploma or equivalent, Bachelor’s degree preferred

Experience:  2+ years similar work experience

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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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Job Locations US

Posted Date 1 month ago (8/23/2022 10:58 AM)

Job ID 2022-8504

# of Openings 1

Category Consulting

Type Regular Full-Time

Practice Area Education Services

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.

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