CLIENT ENGAGEMENT MANAGER

CLIENT ENGAGEMENT MANAGER LEVEL

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.

The Client Engagement Manager provides a critical link between Palco and its various partners nationwide. They should possess an acute understanding of the interrelatedness of company departments in the execution of program responsibilities and a deep understanding of how departments function and how changes in one area affect operations in another. The Client Engagement Manager (CEM) is the one-call, one-stop solution to all State and MCO Partners, questions and issues. CEM are the subject matter experts for the programs or programs they support and provide expert-level knowledge to internal and external audiences alike. Account Managers balance their commitment to the company with an unyielding attitude of process and programmatic improvement. They are focused on contract deliverables, compliance, programming growth, solutions and process improvement. The CEM works closely and supervises various Client Engagement Specialist (when necessary) to oversee and support the day-to-day functions of the role. Additionally, they are expected to lead and facilitate high strategy meetings both internal and external. Internally, they should be dedicated to cross departmental collaboration and communication for a shared outcome of success. While still bound by all program rules, guidelines and state and federal law, the CEM never fails to consider how a program may be improved in terms of responsiveness, effectiveness, and service and by extension the participant.

Duties and Responsibilities

• Provide constant and ongoing support to the assigned State and MCO partner staff for program operations and health.
• Field questions, issues, and participant problems reported to program partners and Palco staff.
• Possess good phone skills and ability to effectively communicate across all lines of business.
• Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners, researching and coordinating with other Palco departments when required.
• Embody the highest degree of customer service in person-to-person, telephone, written, and electronic communication with partners. Including the ability to command and run a meeting with multiple key stakeholders for efficiency and resolution.
• Provide expert level information of program rules and policies across all departmental workflows.
• Able to break down complex issues into a series of manageable, and outcome- oriented solutions.
• Participate in regular roundtable discussions with management as to pervasive issues and make relevant, business-based recommendations for improvement or remediation.
• Create meeting agendas, schedule, host conference call, and webinar training with management and partners.
• Create a high-level program overview report of the assigned accounts that will be presented on an annual and quarterly basis to include specific staff and program growth goals.
• Show successful outcomes in meeting program goals and achieving program growth.
• Participate in on-site partner training, meet-and-greets, and other activities as scheduled or assigned.

Client Engagement Manager I (Entry-Level)

• Oversees a single, small-to-medium client program that necessitates a fully dedicated resource.
• Focuses primarily on day-to-day operations and contract compliance with an emphasis on communication with the partner.
• Works under close supervision of the Client Engagement Area Director.
• Gains foundational experience in client management and contract performance monitoring.
• Plays a key role in strategic client meetings and renewal discussions.

Skills and Attributes

• Communicate effectively with a range of individuals with varying backgrounds, abilities and disabilities and communication styles, using person-centered techniques in all interactions.
• Represent Palco in all interactions with respective clients to which they are assigned.
• Handle difficult or unusual situations with professionalism and discretion.
• Participate in development, training, and other departmental meetings.
• Consult with peers or upper management on complex and unusual problems.
• Apply acquired job skills and company policies and procedures to complete standard

tasks.

• Refer to policies and past practices for guidance.
• Possess strong analytical skills, decision-making skills, listening skills and problem- solving skills.
• Ability to build rapport with colleagues and business partners.
• Possess strong time management and organizational skills.

Other Essential Traits

• Proficient with MS Office and CRM software
• Must be able to exercise tact and discretion under a variety of stressors.
• Must have excellent verbal and written communication skills.
• Must be able to multi-task and meet deadlines.
• Must understand and adhere to Palco’s Core Values.

Education and Experience

• Bachelor’s degree in human services, social work, health care policy/administration, business administration, business management, or a related field preferred. Master’s degree or minimum of 4 years’ relevant work experience preferred.
• 4 years of program management or project management experience required.
• Experience in Business Development or Sales and Marketing for program growth preferred.

Join Us

• This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
• Company benefits designed for you:
• Generous Paid time off.
• Annual bonus potential.
• Retirement Savings: We will support you as you save for your future.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
• Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.

Benefits package:

• Employer shared Health Insurance cost
• Employer paid Disability Insurance
• Employer paid Life and AD&D Insurance
• Vision Insurance
• Cancer Insurance
• Voluntary Life Insurance
• Paid Time Off
• Remote work environment
• Paid holidays

When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.
• Experience work/life balance.
• Feel value and a greater purpose through the work you do.

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.