HR Project Lead

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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.pplfirst.com).

Job Summary

The HR Project Lead is responsible for driving strategic and operational initiatives that support the efficient delivery of HR services to approximately 180,000 Personal Assistants (PAs) and Consumers within the CDPAP program. This role will lead and coordinate special projects, support backlog reduction efforts within the HR Call Center and Claims Center, identify process improvement opportunities, and oversee contingent workforce "Tiger Teams" assigned to targeted projects and operational priorities.

The HR Project Lead serves as a key partner to the HR Call Center Manager, HR Compliance team, and Operations leadership to ensure exceptional customer service, operational excellence, regulatory compliance, and timely resolution of employee and consumer inquiries and claims.

Duties and Responsibilities

• Lead and manage special HR projects focused on operational efficiency, backlog reduction, process improvement, and service delivery enhancements.
• Coordinate and support claims-related activities, ensuring timely review, tracking, escalation, and resolution of complex employee matters.
• Direct and oversee contingent worker Tiger Teams assigned to targeted initiatives, audits, remediation projects, and operational support efforts.
• Analyze workflows and business processes within the HR Call Center and Claims Center and implement improvements to increase efficiency, accuracy, and customer satisfaction.
• Partner with HR Compliance and Operations leadership to identify risks, implement corrective actions, and ensure adherence to organizational policies and regulatory requirements.
• Develop project plans, timelines, performance metrics, and status reports to track progress and communicate results to leadership.
• Monitor workload trends, backlog volumes, and service levels to proactively recommend solutions and resource allocation strategies.
• Support cross-functional initiatives involving HR Operations, Compliance, Payroll, Benefits, and Customer Service teams.
• Assist with documentation, standard operating procedures, training materials, and implementation of best practices.
• Provide guidance and support to team members, contingent staff, and project participants to ensure project goals are achieved.
• Serve as a subject matter resource for customer service escalations and claims coordination activities.
• Foster a culture of accountability, continuous improvement, and exceptional service for PAs and Consumers.

Required Skills

• Strong project management and organizational skills with demonstrated ability to manage multiple priorities simultaneously.
• Exceptional customer service and communication skills.
• Experience analyzing operational processes and implementing process improvements.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Teams.

Preferred Skills

• Experience supporting high-volume call center, claims administration, healthcare, or workforce-service environments.
• Experience leading project teams, temporary staffing resources, or cross-functional workgroups.
• Knowledge of CDPAP, healthcare operations, workforce administration, or compliance-driven environments.

Education

• Required: Bachelor's degree in Human Resources, Business Administration, or a related field; equivalent combination of education and experience may be considered.

Experience

• Minimum of 3-5 years of Human Resources experience, including claims coordination, employee relations, customer service operations, or related functions.

Working Conditions:

Office/Remote Setting

Supervisory Responsibility:

None

Compensation Range: $77,000 - $101,000 annually

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

PPL 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 PPL, 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. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!