Provider Support Line Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Manage incoming calls from providers, addressing inquiries related to network participation, contracts, enrollment, billing, member details, EHR navigation, claims submissions, authorization requests, onboarding, technology platforms, and NCTracks.

• Ensure coverage of the Provider Network Helpdesk phone in accordance with departmental standards.

• Assist providers with the initiation of credentialing during network expansion.

• Provide support to providers regarding EHR and other portal platforms.

• Address written and email information requests from providers.

• Guide providers in navigating the provider handbook, Alliance website, forms lists, and additional resources.

• Resolve basic IT issues, including password resets and modifications.

• Answer inquiries related to claims and utilization management requirements.

• Investigate agency procedures, software, and contacts to address complex provider inquiries.

• Identify and report trends in Helpdesk requests and communications to the Supervisor.

• Reach out to providers concerning EHR calendar usage and maintenance of agency listings.

• Maintain departmental resources and provide administrative assistance as needed.

• Keep provider specialty lists and the departmental Agency Listing up to date.

• Manage the insurance tracking database, ensuring up-to-date availability and provider contract status.

• Record work in designated software to comply with oversight-agency requirements.

• Screen and route materials; provide receptionist and telephone services.

• Proofread documents upon request.

• Monitor and fulfill tasks related to incoming department-inbox emails.

⛳️ Requirements

• High School diploma or equivalent along with three (3) years of office experience; or a Bachelor’s degree in Business or a closely related field.

• Previous experience in healthcare is preferred.

• Familiarity with computerized record-keeping methods.

• Knowledge of and experience with records, reports, and file maintenance.

• Proficient in the Microsoft Office suite.

• Strong proficiency in grammar, spelling, punctuation, and vocabulary.

• Capability to read, interpret, and communicate information concerning state laws, rules, regulations, and policies pertaining to enrollment.

• Excellent oral and written communication skills.

• Ability to understand and execute oral and written instructions.

• Skills to exercise tact and discretion when handling confidential or sensitive information.

• Capacity to work independently with minimal supervision.

• Ability to build and maintain effective working relationships with others.

• Proficiency in accurately analyzing situations and determining effective courses of action.

• Must be available to work shifts covering the Provider Helpdesk from Monday to Saturday, 7 AM to 6:30 PM, including holidays.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Long-Term Disability insurance.

• Generous retirement savings plan.

• Flexible work schedules, including hybrid/remote options.

• Paid time off, including vacation, sick leave, holidays, and management leave.

• Dress flexibility.