What are the responsibilities and job description for the PROGRAM SUPPORT MANAGER position at Palco?
PROGRAM SUPPORT MANAGER
Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and Fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff has a long-lasting impact on the lives of people every day.
The Program Support Manager leads and supports a team of Supervisors responsible for managing enrollment and support brokers within Palco’s self-directed care programs. These programs empower individuals — including those with disabilities, chronic illnesses, and aging adults — to self-direct their personal care and home- and community-based services. The Program Support Manager oversees program operations, ensures contract deliverables are met, and drives efficiency, quality, and person-centered support across their assigned region or program. This position reports to senior leadership and manages a remote team of supervisors and field-based staff.
Duties and Responsibilities
Leadership & Operations
- Supervise, coach, and mentor a team of Supervisors and field staff supporting enrollment and participant services.
- Recruit, hire, train, and develop new team members.
- Monitor caseloads, staffing levels, and service quality to ensure program success and compliance.
- Implement and manage initiatives that drive operational improvements and staff engagement.
- Prepare regular dashboards and reports for leadership on performance, compliance, and program outcomes.
Program Oversight
- Ensure all contract deliverables, quality standards, and timelines are met or exceeded.
- Review and improve program processes to maximize efficiency and participant satisfaction.
- Maintain a strong understanding of program requirements, federal and state policies, and Palco procedures.
- Provide oversight and support for participant engagement, quality assurance reviews, and documentation audits.
- Conduct occasional in-home visits to support staff training, quality checks, and participant relations.
Team & Client Support
- Maintain daily availability to support staff, clients, and internal departments.
- Facilitate training sessions via video conference, teleconference, or in-person meetings as needed.
- Address and resolve participant and representative concerns, complaints, or grievances.
- Serve as a mandatory reporter, responding appropriately to any allegations of abuse, neglect, or exploitation.
- Conduct annual performance evaluations for supervisory staff and support professional development.
Compliance & Communication
- Uphold all operational policies and HIPAA privacy standards.
- Ensure accurate and timely reporting, documentation, and communication within Palco systems.
- Collaborate with state partners and Palco leadership to maintain alignment on goals and deliverables.
Qualifications & Experience
Required:
- Bachelor’s Degree or equivalent experience.
- 5 years in a leadership or supervisory role.
- 3 years working in public-facing or service-oriented environments.
- Experience leading remote teams and managing multi-site or regional operations.
- Proficiency with Microsoft Office Suite, Outlook, and digital collaboration tools.
- Strong written and verbal communication skills, with the ability to motivate and develop others.
- Valid driver’s license, reliable transportation, and willingness to travel regionally as needed.
- Ability to pass background checks
Preferred:
- Experience in self-direction programs, case management, community health, resource consulting, or care coordination.
- Background in Medicaid waiver programs, managed care, or human services.
- Bilingual fluency is a plus.
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.
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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.