Support Broker, Supervisor

Role Description

The Support Broker Supervisor provides leadership, mentorship, and operational oversight to a team of Support Brokers, ensuring high-quality service delivery and compliance with program requirements. This role supports workforce development through recruiting, training, performance management, and the creation of educational resources that advance staff knowledge and effectiveness in self-directed services. The supervisor also manages escalated inquiries, complaints, and quality assurance activities, while maintaining strict adherence to regulatory standards, including HIPAA. Additionally, the position plays a key role in stakeholder engagement, program development, and continuous improvement initiatives across Information & Assistance Operations.

Key Responsibilities

• Leadership & Team Management
  • Supervises and mentors members of the Support Broker team.
  • Fulfills roles of Lead Support Broker as needed.
  • Provides supervisory leadership, mentorship, and training to new and existing Brokers.
  • Assesses staff knowledge, skills, and abilities relative to operational requirements.
  • Provides subject matter expertise and operational support in recruiting, screening, hiring, training, and performance management of Support Brokers.
• Training, Development & Program Support
  • Develops training materials and curriculum to promote staff development and job performance.
  • Delivers training to staff on a regular and ongoing basis.
  • Demonstrates initiative and active participation in program development and special projects.
  • Co-authors or contributes to the development of new policies, procedures, training materials, and other resources.
• Stakeholder Engagement & Communication
  • Facilitates and attends stakeholder outreach, training, and marketing events.
  • Responds to escalated inquiries, complaints, and grievances.
• Compliance, Risk & Documentation Management
  • Documents and reports all participant/representative complaints.
  • Reports and follows up on allegations of suspected fraud, abuse, neglect, and exploitation.
  • Maintains documentation of services provided in accordance with applicable policies and procedures.
  • Handles and processes all documents, files, and Participant information in accordance with HIPAA guidelines.
• Quality Assurance & Operational Excellence
  • Coordinates and performs quality management, including internal audits and other quality control activities.
• Other duties as assigned.

Qualifications

• Education: High School Diploma or equivalent required; related four-year (BA or BSW) degree preferred.
• Substantial professional experience may be considered in lieu of a formal degree.
• Minimum three years of experience providing case management or support brokerage to individuals with disabilities and/or persons who are elderly.

Requirements

• Excellent communication, presentation, and office technology skills.
• Ability to work well independently with minimal supervision within a remote team structure.
• Ability to maintain appropriate etiquette and customer support techniques.
• Ability to effectively communicate with colleagues, program participants, and other stakeholders.
• Ability to identify, assess, and respond to the unique needs of individuals with disabilities.
• Ability to teach Support Brokers necessary skills to achieve a consultancy leadership mindset.
• Ability to stimulate others to look at traditional health care service systems in new and different ways.
• Ability to teach and expound on the core tenets of self-directed services.
• Excel at meeting required deadlines; mentoring and managing others to effectively prioritize their work.
• Ability to recognize, maintain, and provide oversight with respect to the confidentiality of all materials in the work setting.
• Mastery of modern office methods and practices; efficient with computers, Microsoft Office Suite software, and Public Partnership’s proprietary technologies.
• Excellence in managing positive working relationships with federal, state, and county agencies and other community stakeholders.
• Ability to effectively oversee management of required service documentation and billing in an accurate and timely manner.
• Strong supervisory skills.

Benefits

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Employee Assistance Program and more!

Compensation Range

$68,000 - $81,000 /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.