Palco, Inc.

Customer Support

• A Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self- directing Medicaid services in the home and the caregivers for those individuals.
• The CSR is knowledgeable of specific rules and qualifications of the programs Palco supports.
• Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately address issues, provides support and information to ensure customer satisfaction.
• The CSR also maintains very good knowledge of company systems and sensitive information/PHI handling procedures.
• Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution.
• This position requires the ability to work Monday – Friday from 7:00 am – 6:30 pm CST.
• The CSR reports to the CS Supervisor.

Bilingual Customer Service Representative

• Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles.
• Respond to customer inquiries with timely and accurate information.
• Uses person-centered techniques in all participant interactions.
• Receives inquiries about Palco services, how to enroll on the program, and program guidelines and requirements.
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
• Assists individuals in completing paperwork or understanding Program requirements.
• Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
• Ensures privacy of our customers remains the utmost importance.
• Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
• Recognizes the need for additional services required by the caller.
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
• Conducts follow-up phone calls for quality and satisfaction.
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
• Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Requires additional duties as assigned.
• Reports directly to the Customer Service Supervisor.
• Adhere to all remote work policies and procedures.

Customer Service Representative I

Analytics Engineer

• Design, create, and enhance EDI processes using integration with various tools to support internal teams and business functions.
• Design, create, and enhance ETL processes to support internal teams and business functions.
• Administer and maintain the ETL ecosystem, ensuring data accuracy, integrity, and performance.
• Collaborate with key stakeholders to understand application business logic and deliver effective integration solutions.
• Generate reports and queries from various databases to support data-driven decision-making or business processes.
• Continuously improve and automate data workflows, identifying opportunities to enhance efficiency and reliability.
• Work with APIs and integration tools to facilitate data exchange between systems.
• Proactively identify and resolve issues in data pipelines, ensuring smooth operations.

Senior ETL Developer

Human Resources

• Develop and execute HR strategies that support the organization’s mission, values, and long-term goals
• Serve as a trusted advisor to senior leadership on workforce planning, organizational design, and change management
• Champion a positive and inclusive workplace culture
• Lead HR team members and foster their professional growth
• Optimize HR systems, processes, and data analytics to improve efficiency and decision-making
• Ensure HR policies and practices comply with federal, state, and local laws and regulations
• Design and implement programs that enhance employee engagement, satisfaction, and retention
• Manage compensation structures and benefit programs to ensure competitiveness and compliance
• Conduct market analyses and recommend adjustments as needed
• Oversee performance management processes and ensure alignment with organizational goals
• Oversee investigations and resolution of employee relations issues

Senior Director, Human Resources

• Design, create, and enhance ETL processes to support internal teams and business functions.
• Administer and maintain the ETL ecosystem, ensuring data accuracy, integrity, and performance.
• Collaborate with key stakeholders to understand application business logic and deliver effective integration solutions.
• Generate reports and queries from various databases to support data-driven decision-making or business processes.
• Continuously improve and automate data workflows, identifying opportunities to enhance efficiency and reliability.
• Work with APIs and integration tools to facilitate data exchange between systems.
• Proactively identify and resolve issues in data pipelines, ensuring smooth operations.
• Support various teams with reliable data solutions and work closely with a small, remote team.

ETL Developer

Product Manager

• Palco is a company providing technology and financial services to help people with disabilities and aging individuals live independently and thrive in their homes and communities
• Responsible for direction and leadership of a product within Palco, including creating and executing a product plan to meet corporate goals and initiatives
• Owner of product roadmap and creator of vision that guides development teams
• Set vision for assigned product to maximize market penetration, prioritize product and customer requirements, and manage internal and external relationships
• Collaborate with Palco’s Director and IT teams to ensure alignment with company strategy and goals
• Manage product planning and execution through the product lifecycle and set clear implementation direction for implementation teams

• Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution.
• Demonstrates effective communication and documentation in Palco software to support program enrollment and guidelines.
• Responds to inquiries about Palco services, how to enroll on the program, and program guidelines and requirements.
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
• Assists individuals in completing paperwork or understanding Program requirements.
• Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
• Ensures privacy of our customers remains the utmost importance.
• Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
• Recognizes the need for additional services required by the caller.
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
• Conducts follow-up phone calls for quality and satisfaction.
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
• Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Requires additional duties as assigned.
• Reports directly to the Customer Service Supervisor.
• Adhere to all remote work policies and procedures.

Customer Service Representative - Bilingual

Digital Marketing

• Strategy, Planning & Optimization: Develop and execute digital marketing strategies aligned with business goals; identify opportunities for digital growth and implement best practices for continuous improvement.
• Establish Digital Advertising Foundation & Marketing Automation Setup: Build and implement core digital advertising infrastructure, including new website development in collaboration with web development partners; set up and integrate marketing automation systems (CRM, email automation, and customer journey mapping).
• SEO & SEM: Optimize website content for search engines to increase organic visibility; manage and execute paid search campaigns to drive targeted traffic and conversions.
• Digital Content Marketing: Create, oversee, and optimize digital content across platforms, including blogs, email, and social media; ensure content aligns with brand voice and marketing goals.
• Social Media Advertising & Organic Social Strategy: Collaborate with the social media team to enhance organic engagement through strategic paid advertising; manage ad campaigns to increase reach and audience engagement.
• Analytics & Reporting: Track key performance metrics across all digital channels and campaigns; analyze data and generate insights to improve marketing effectiveness; summarize lead-generation data and campaign performance for stakeholders.
• Website Conversion Rate Optimization: Manage website updates and improve conversion rates through A/B testing and UX optimization; implement strategies to enhance user experience and engagement.
• Paid Advertising: Plan, execute, and optimize PPC, display, and social media advertising campaigns; allocate ad spend strategically to maximize ROI.
• Collaboration & Coordination: Work cross-functionally with design, content, and sales teams to ensure cohesive marketing execution; support integrated marketing efforts and team alignment on campaign goals.
• Campaign Budget Management: Allocate and track digital marketing spend to ensure cost efficiency and maximum ROI; provide regular updates and reports on campaign progress and budget utilization.

Senior Digital Marketing Specialist

• A Customer Service Representative I handles inbound and outbound calls for individuals self-directing Medicaid services in home and caregiver support
• Works 7:00 am - 6:30 pm CST, Monday - Friday; remote/work-from-home
• Reports to the Customer Service Supervisor; uses Palco systems and maintains PHI handling procedures
• Provides timely, accurate information and support to ensure customer satisfaction

CUSTOMER SERVICE REPRESENTATIVE I - BILINGUAL - REMOTE

• Performs monthly bookkeeping including reconciliation of general ledger accounts to various outside sources, such as billing records, tax reports, or bank statements.\n• Researches state-specific laws as they pertain to enrollment of employers and workers’ tax.\n• Develops a process for continual compliance with state and federal payroll tax laws and regulations.\n• Registers Palco with various State and Federal entities in order to establish individuals as new employers and ensure that the company is able to timely file tax and labor reports.\n• Maintains tax accounts in good standing for our clients.\n• Oversees the process of establishing individuals as the employer of record with necessary state and federal parties, including monitoring the appointment of agent letters and tax identification number assignments.\n• Research, compiles and develops procedures regarding new processes associate with State entities as they relate to tax reporting.\n• Responsible for accurate and timely filing of all tax deposits and reports, including SUTA, state income tax reports and reconciliations, IRS Forms 941 and 940, W-2, W-3, 1099 and 1096.\n• Ensuring that liabilities, such as taxes and garnishments, are paid timely.\n• Reconciling workers’ compensation policies and producing information for the annual audit with the insurance carrier.\n• Performing projections related to budgetary estimates for workers’ compensation and other tax costs.\n• Assisting in projects, such as audits and reviews, as well as other accounting-related projects, such as year-end closeouts and tax report preparation.\n• Generating other accounting-related reports, as needed, on an ongoing basis\n• Documenting relevant accounting procedures, as required.\n• Maintaining confidentiality of records.\n• Make recommendations on modifications for improvement to processes.\n• Performing periodic quality reviews of data.