Director, Enrollment - Remote US

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self-direct” their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.  We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations.  We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.publicpartnerships.com).

Watch the "What We Do" video on our website: https://www.publicpartnerships.com/about-us/#

• Lead, manage, and oversee Enrollment Processing and High Touch Enrollment teams.
• Inform and provide consultation to customer experience and strategy senior and executive leadership on efficiencies, progress, blockers, and solutions for improved customer experience.
• Optimize enrollment cycle time in all programs, present informed data in support of client engagement on program rules that are barriers to successful enrollment.
• Serve as an organization subject matter expert for internal decisions and procurement opportunities on PPL capabilities in new markets.
• Serve as the primary coordinator of stakeholder relationships across PPL operations teams and within the broader customer experience and strategy teams, engaging and leading efforts involving all PPL functional groups.
• Support external stakeholder engagement, representing core customer experience groups.
• Closely partner with BDO and strategy offices in developing business opportunities across markets, including workforce development initiatives. Lead related business development activities, informing and marketing creative and effective ways for new and existing clients to expand into PPL Enrollment services.
• Lead client/referral source engagement approach, including program retention and growth efforts on behalf of customer experience teams in identified markets.
• Remain abreast of national best practices, trends and developments in Enrollment processing, maintenance forms, and high-touch/over the phone enrollment. Represent PPL and its interests in local, state, and national Enrollment forums.
• Act as a national subject matter expert on Enrollment services. Provide expert consultation both internally and to state/client partners.
• Lead employee engagement and retention activities across customer experience teams.
• Work cross-functionally to identify, develop, and implement best practice tools and processes to enhance the effectiveness of Enrollment service delivery.
• Establish measurement processes and success metrics for Enrollment services, leading and holding teams accountable to measurable goals.
• Establish and maintain tools to measure the success of new participant and provider enrollment activities; tie in success indicators related to an improved customer enrollment journey.
• Project and manage revenue and costs of enrollment services, directly informing budgeting, forecasting, cost evaluation and opportunities to achieve efficiencies.
• Lead Enrollment quality management, audit, and process improvement activities.
• Guide the development of robust training platforms and tools across customer experience, supporting a high performing team in collaboration with learning & development leadership.
• Collaborate with the business development office and other internal operations teams in support of new business opportunities and stimulation of organic growth.
• Represent PPL in client meetings, conferences, and other forums, as needed, to support and advocate for Enrollment goals and service quality.
• Manage and selectively sponsor core initiatives and projects, including preparation and execution of multifaceted project plans incorporating other departments and teams.
• Represent PPL in internal/external projects addressing program data integrity and other key client facing initiatives.
• Manage technologies critical to Enrollment and customer experience operations.
• Trains and mentors Enrollment leadership team in support of maintaining a high performing workforce.