Operations Analyst 2

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Engagement Operations – Training Specialist
This role is focused on supporting the training needs of our School-Based Services. A successful candidate in this role will demonstrate the capacity for developing training content, facilitating school-based Medicaid program concepts and being a key contributor to the development of a national training program for school-based Medicaid work across all states and the clients we support. The candidate will collaborate with key internal stakeholders on the development and facilitation of training content. The ideal candidate should be reflective, innovative, curious, entrepreneurial, solutions-oriented and have a passion for continuous improvement to empower clients and coordinators on optimizing program knowledge.

Duties and Responsibilities

• Manages client customer service requests via email and telephone regarding PCG systems, time studies, cost reports, and related processes and respond in a timely and professional manner. Produces monthly and quarterly reports based on systems data to meet client and team deliverables.
• Coordinates with client contacts and business team to collect roster data and perform monthly and quarterly system updates related to time study processes.
• Analyzes monthly and quarter time study results and responses in accordance with project procedures.
• Communicates effectively with clients and team members to provide information and assistance relative to system support and client management.
• Analyzes system response data in a timely manner and provide analysis to project managers for review and facilitate timely feedback to clients to ensure quality future data.
• Recognizes opportunities to develop and document processes and procedures including instruction sets, quality assurance test processes, and procedure manual maintenance.
• Performs ad hoc tasks related to various projects for a variety of project managers and staff.

Required Skills

• Ability to provide superior customer service support via phone and email.
• Excellent verbal and written communication skills.
• Analytical skills, including the ability to analyze and organize data.
• Ability to manage time to meet deadlines and manage and coordinate several ongoing assignments.
• Ability to work independently and with a team.
• Ability to troubleshoot customer and system issues.
• Ability to effectively present information and respond to questions from project managers, clients, and other colleagues.

Qualifications

• Bachelor’s degree or higher is preferred, preferably in business, business administration, accounting, social work, public policy, or other closely related fields.
• 2-3 years working in office or corporate environment required; Experience with MS Office suite required; Application, Call Center/Client Service Experience strongly desired.

Working Conditions

• Office Setting

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.

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

Range: $47,000 - $91,200

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PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement:

Public Consulting Group 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 PCG, 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. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.