SUPPORT BROKER

Job Description

Job Description

Remote position with required travel throughout an assigned Pennsylvania region. Regular in-home participant visits are required.

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 to explore opportunities.

A Support Broker is similar to a case manager and is someone who guides, mentors, teaches, and supports individuals, the elderly, and individuals with disabilities, who choose to self-direct services through the Pennsylvania waiver programs. These services provide an alternative to institutional care for Medicaid participants by allowing them to age in place and receive personal care, home and community-based services in their own home. Palco Support Brokers play a critical case management role because they are responsible for evaluating participant success, re-teaching when the participant is having difficulty with program elements or making professional decisions and documenting all interactions with each participant on their caseload. This is a Hybrid position where 70% of the work will be done in participants homes.

• Meet with participants virtually and in-person at times to provide enrollment, educational training and support to self-directed service delivery.
• Assist in completing, sending, tracking, and processing necessary employer and employee paperwork.
• Demonstrate expertise in the PA self-directed program, applicable Pennsylvania waiver programs, and Palco policies.
• Educate and mentor participants and/or their designated representative on their rights, responsibilities, and risks in the program;
• Monitor and evaluate participants or their designated representative on their ability to participate in the program.
• Support participants and/or their designated representative in the recruitment, hiring and management of staff
• Assist members and representatives, as appropriate, in developing and implementing their service/spending plan, submissions and revisions.
• Monitor service/spending plan utilization.
• Use an innovative approach to ensure participants' needs are met by waiver funds where appropriate or by other known available resources.
• Report and respond to all member/representative complaints and grievances regarding FMS and Support Broker services.
• Act as a mandatory reporter and report and respond to all required incidents, including, but not limited to, any allegations of reports of suspected abuse, neglect, and exploitation.
• Use a person-centered approach in all interactions with participants.
• Thoroughly and accurately document visits with participants on a company-issued laptop using professional and detailed language.
• Log events and run reports electronically.
• Maintain 85% or higher compliance rate on audits and case reviews and CRM Cases.
• Perform required administrative tasks daily to include calling to schedule and/or confirm upcoming visits and responding to company emails and calls.
• Follow operational procedures as defined by Palco.
• Participate in shadowing opportunities with new Support Brokers as requested and attend and participate in periodic training sessions as required by Palco.
• Distribute new information to participants on your caseload in a timely manner.
• Display care in use of company equipment and data in accordance with company policies, including HIPPA privacy practices.

• Must possess professional verbal and written communication skills.
• Must be able to electronically document visits.
• Experience with the processing of enrollment documents preferred.
• Must possess proficient skills with Microsoft Office, Microsoft Outlook, and Internet.
• Must possess good problem-solving skills.
• Must be willing to travel within a geographically established region to meet participants in their homes.
• Must be willing to work with people of all ages and disabilities.
• Must have a valid driver’s license and dependable mode of transportation.
• Must have and maintain an active prepaid or contract cell phone plan for continual communication between participants, management, and/or company leadership.
• Must be willing to work Monday through Friday, 8:00 am-5:00 pm or evenings and weekends if necessary to be flexible with families' schedules.
• Must have the ability to prioritize tasks and meet deadlines with minimal oversight.

• A minimum of three years of experience working with the public is required.
• Experience as a patient navigator, program coordinator, community connector, community health worker, lay health advisor, health educator, or case manager preferred.
• Experience working with the self-directed service delivery option in the state of New Jersey is preferred.
• Ability to work effectively at home with a dedicated workspace that is free from distractions.
• High School Diploma or equivalent required.
• Some in-state travel may be required.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Must have excellent interpersonal and communication skills.

This position is a field-based hybrid role where up to 70% of work is conducted in participant's homes and communities throughout the assigned territory. Enjoy the convenience of working from home and maximize your times by creating your own schedule around participants' needs.

• 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 .