Program Support Operations Lead — Customer Care

Public Partnerships; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Public Partnerships LLC (PPL) seeks an Ops Program Support Supervisor to oversee the day-to-day operations of the Program Support and Outreach Specialist team in New York. You will coach staff, resolve complex client concerns, and ensure service standards align with company goals.

You will supervise, train, and schedule staff, monitor KPIs, and collaborate with Operations, Registration, and Compliance to improve the client experience and outcomes for CDPAP participants.

Qualifications

• Leadership and coaching of a service team to deliver high-quality customer support.
• Ability to manage complex client concerns with timely resolutions.
• Strong communication and organizational skills in a fast-paced healthcare/home care setting.
• Understanding of industry regulations related to patient services.

Responsibilities

• Oversee a team of Program Support and Outreach Specialists with coaching and feedback.
• Monitor KPIs and conduct regular performance reviews.
• Lead staff meetings and one-on-one check-ins to align with goals.
• Handle escalated inquiries and ensure client satisfaction.
• Assist in onboarding and ongoing training for new hires.
• Identify process improvements to boost efficiency and client outcomes.
• Ensure quality and compliance in client interactions.
• Assist with staff scheduling and coverage coordination.
• Generate reports on performance and trends for management.

Skills

Leadership

Problem-Solving

Communication

Organizational Skills

Customer-Centric Focus

Compliance Knowledge

Technical Skills

Education

High School Diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

CRM systems

Scheduling tools

Job description

Public Partnerships LLC (PPL) seeks an Ops Program Support Supervisor to oversee the day-to-day operations of the Program Support and Outreach Specialist team in New York. You will coach staff, resolve complex client concerns, and ensure service standards align with company goals.

You will supervise, train, and schedule staff, monitor KPIs, and collaborate with Operations, Registration, and Compliance to improve the client experience and outcomes for CDPAP participants.