Registration Specialist

Job Title

Registration Specialist

Job Description

Public Partnerships LLC (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and "self-direct" their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Key Responsibilities

Customer Service & Relationship Management

• Follows up on referrals for participant-directed services.
• Communicates with participant or authorized representative about additional supports or accommodations necessary for successful program participation.
• Provides person-centered, need-based program education and guidance to participants and authorized representatives specific to individual choices, goals, and desired outcomes.
• Educates the individual/employer on interacting with Public Partnerships as their fiscal intermediary, with emphasis on their authorized services, timesheet completion, enrolling subsequent providers and keys to successful self-direction.

Communication & Education

• Explains and educates on participant/authorized representative and provider roles and responsibilities for participation in self-directed services, including processing payroll, vendor payments, tax withholding and reporting.
• Provides direct, including train-the-trainer, instruction on how to navigate program rules, expectations, and financial management systems, including online enrollment, service time capture, portal, and emerging technologies.
• Provides train-the-trainer instruction on identification and reporting of suspected fraud, abuse, neglect, and exploitation.

Problem Solving & Critical Thinking

• Identifies potential barriers and bottlenecks to timely enrollment and takes necessary steps to triage and resolve.
• Engages the entity providing case management or service/support coordination services to the individual to ensure timely coordination of service approval and authorization.
• Collaborates with internal and external stakeholders as necessary to ensure enrollment cycle times are minimized and the first payment to the provider(s) is received on time and in full.

Compliance & Risk Management

• Identifies, reports, and appropriately follows up on allegations or reports of suspected fraud.
• Assesses for participant abuse, neglect, and exploitation, following the appropriate reporting protocol where necessary.
• Meets quality assurance standards as applicable to program.
• Documents and reports evidence of individual's inability to self-direct appropriately.

Technical & Administrative Skills

• Supports the individual/employer and their provider(s) in completing all necessary documentation required for enrollment.
• Performs all functions necessary to support the enrollment of the individual/employer/authorized representative and provider(s) including processing enrollment documentation, obtaining employer identification numbers, completing criminal background checks, and other enrollment related requirements.
• Updates enrollment status of individual participants and providers through portal and records in systems.
• Maintains documentation of services provided and time committed in accordance with applicable policies and procedures.
• Communicates referral corrections, as needed, to entities providing case management or service/support coordination entities services to the individual.

Assessment & Evaluation

• Assesses participant's and/or authorized representative's ability to communicate, acquire new information, act as an employer and otherwise successfully participate in a self-directed employer and/or budget authority service model.

Collaboration & Teamwork

• In collaboration with the enrollment supervisor, supports workforce management delegation to ensure service levels are met.

Required Skills

• Strong customer service and support experience
• Proficient in Microsoft Office Suite, CRM, Five 9, My Account platforms and web-based applications
• High aptitude for process assessment, improvement, and recommendations
• Exceptional verbal and written communication skills
• Ability to develop strong working relationships with external and internal stakeholders.

Qualifications

Education: Related Bachelor's degree preferred. Substantial professional experience may be considered in lieu of a formal degree.

Experience: Additional education and experience requirements as indicated by state contract requirements. Minimum of one (1) year of experience serving individuals with disabilities and/ or aging adults preferred.

Working Conditions: Onsite, Latham, NY

Compensation: $20.00 - $22.00 hourly

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. 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.