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Public Partnerships LLC (PPL) provides 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 will, along with a diverse alliance of service partners across the state, support 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.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. 

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap

Job Summary

We are seeking a dynamic, customer-focused, and results-driven professional to join our team as an Outreach Specialist. This role combines high-touch client consultations, inbound lead and referral conversion, strategic relationship management, and business growth activities with a strong emphasis on PPL’s self-direction solutions. The ideal candidate excels at building trust quickly, delivering exceptional customer experience, identifying client needs, and driving program participation and long-term partnerships through a customer-first approach.

Duties & Responsibilities:

Lead & Referral Outreach and Engagement (Primary Focus – 65%+)

• Develop and maintain strong, personalized relationships with potential clients and referral sources.

• Conduct concise, impactful consultations to understand client needs, educate on PPL self-direction solutions, build confidence in our services, and convert inquiries into strong referrals or program enrollments.

• Provide clear, relevant information in a professional manner while focusing on capturing valuable leads and increasing referral volume.

• Track caller/lead status, interest in self-direction, follow-up needs, and opportunities for growth.

• Serve as a primary point of contact for inbound inquiries and new leads across multiple channels.

• Act as a liaison between internal teams and external contacts to ensure smooth communication, successful outcomes, and seamless lead transitions.

Business Development & Program Growth

• Analyze client needs and feedback to spot program growth opportunities and present tailored self-direction solutions.

• Collaborate with internal teams (customer experience, program, and operations) to align on lead strategies, implement market expansion initiatives, and influence best practices for new participants.

• Contribute to strategies that enhance lead generation, program participation, and overall business development.

Customer Experience & Case Management Support

• Maintain a consistent customer-first mindset across all interactions and touchpoints, delivering high-touch, positive experiences that build lasting trust.

• Provide case management guidance and strategic solutions to address complex client needs, resolve challenges efficiently, and align outcomes with organizational goals.

• Partner with customer service teams to identify service improvement areas and implement initiatives that elevate the overall client experience.

• All other duties as assigned.

Required Skills:

• Exceptional verbal and written communication skills with the ability to build rapport, gain trust quickly, and nurture relationships in brief or ongoing interactions.

• Strong interpersonal skills and a problem-solving mindset focused on client-centered solutions that also support business objectives.

• Ability to manage multiple priorities, relationships, and high-volume interactions in a fast-paced environment.

• Excellent organizational and time-management skills; comfortable working independently and collaboratively.

• Proficiency with CRM systems, MS Office Suite, and other business tools.

• Bilingual Spanish

Qualifications:

Education:

• Bachelor’s Degree Preferred. Substantial professional experience in a related field may be considered in lieu of formal degree.

Experience:

• Proven experience in customer engagement, relationship management, lead generation, or sales with a focus on delivering outstanding customer experiences.

• Background in case management, preferably with the ability to assess and address complex client needs.

• Experience in customer service, retail, call-center, or high-volume inquiry environments is highly desirable.

• Business development, growth-focused, or sales experience preferred.

• Familiarity with Financial Management Services (FMS) providers or self-direction programs is a strong plus.

• Comfort representing the organization at industry events or through networking.

Working Conditions:

• Remote setting with occasional travel.

• Availability required between 8 AM – 7 PM PST.

Compensation

$45,000-$55,000

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!