SUPPORT BROKER

Palco; False Pass (AK); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Palco is seeking a Support Broker to guide, mentor, and support individuals who self-direct services through Pennsylvania waiver programs. This hybrid role involves in-home participant visits (approximately 70%) and virtual meetings, with travel across an assigned PA region.

You will enroll, educate, and support participants and their representatives, document all interactions, and ensure compliance with Palco policies and program requirements.

Qualifications

• Must possess professional verbal and written communication skills.
• Must be able to electronically document visits.
• Experience with enrollment documents preferred.
• Proficient with Microsoft Office, Outlook, and Internet.
• Good problem-solving skills and attention to detail.
• Willingness to travel within a defined region to meet participants.
• Comfort working with people of all ages and disabilities.

Responsibilities

• Meet with participants virtually and in-person to provide enrollment education and support.
• Assist in completing, sending, tracking, and processing employer and employee paperwork.
• Demonstrate expertise in PA self-directed programs and Palco policies.
• Educate and mentor participants and their representatives on rights and responsibilities.
• Monitor and evaluate participant participation in the program.
• Support recruitment, hiring, and management of staff for participants.
• Develop and implement service/spending plans and submit revisions.
• Monitor plan utilization and report complaints or incidents as required.
• Document visits thoroughly on a company laptop with professional language.
• Log events, run reports, and maintain high audit/compliance standards.
• Perform daily administrative tasks and respond to communications.
• Follow Palco procedures and participate in shadowing and training sessions.
• Distribute new information to participants in a timely manner.
• Handle company data and equipment in accordance with HIPAA privacy practices.

Skills

Verbal communication

Written communication

Microsoft Office

Microsoft Outlook

Internet skills

Problem solving

Documentation

Travel willingness

Work with diverse ages

Tools

HIPAA awareness

Job description

Job Description

Remote position with required travel throughout an assigned Pennsylvania region. Regular in-home participant visits are required.

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.

A Support Broker is similar to a case manager and is someone who guides, mentors, teaches, and supports individuals, the elderly, and individuals with disabilities, who choose to self-direct services through the Pennsylvania waiver programs. These services provide an alternative to institutional care for Medicaid participants by allowing them to age in place and receive personal care, home and community-based services in their own home. Palco Support Brokers play a critical case management role because they are responsible for evaluating participant success, re-teaching when the participant is having difficulty with program elements or making professional decisions and documenting all interactions with each participant on their caseload. This is a Hybrid position where 70% of the work will be done in participants homes.

Duties and Responsibilities

• Meet with participants virtually and in-person at times to provide enrollment, educational training and support to self-directed service delivery.
• Assist in completing, sending, tracking, and processing necessary employer and employee paperwork.
• Demonstrate expertise in the PA self-directed program, applicable Pennsylvania waiver programs, and Palco policies.
• Educate and mentor participants and/or their designated representative on their rights, responsibilities, and risks in the program;
• Monitor and evaluate participants or their designated representative on their ability to participate in the program.
• Support participants and/or their designated representative in the recruitment, hiring and management of staff
• Assist members and representatives, as appropriate, in developing and implementing their service/spending plan, submissions and revisions.
• Monitor service/spending plan utilization.
• Use an innovative approach to ensure participants' needs are met by waiver funds where appropriate or by other known available resources.
• Report and respond to all member/representative complaints and grievances regarding FMS and Support Broker services.
• Act as a mandatory reporter and report and respond to all required incidents, including, but not limited to, any allegations of reports of suspected abuse, neglect, and exploitation.
• Use a person-centered approach in all interactions with participants.
• Thoroughly and accurately document visits with participants on a company-issued laptop using professional and detailed language.
• Log events and run reports electronically.
• Maintain 85% or higher compliance rate on audits and case reviews and CRM Cases.
• Perform required administrative tasks daily to include calling to schedule and/or confirm upcoming visits and responding to company emails and calls.
• Follow operational procedures as defined by Palco.
• Participate in shadowing opportunities with new Support Brokers as requested and attend and participate in periodic training sessions as required by Palco.
• Distribute new information to participants on your caseload in a timely manner.
• Display care in use of company equipment and data in accordance with company policies, including HIPPA privacy practices.

Other Essential Traits

• Must possess professional verbal and written communication skills.
• Must be able to electronically document visits.
• Experience with the processing of enrollment documents preferred.
• Must possess proficient skills with Microsoft Office, Microsoft Outlook, and Internet.
• Must possess good problem-solving skills.
• Must be willing to travel within a geographically established region to meet participants in their homes.
• Must be willing to work with people of all ages and disabilities.
• Must have a valid driver’s license and dependable mode of