Senior Provider Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the escalation point for intricate, non-standard, or unresolved provider inquiries and requests.

• Take ownership of escalated provider requests until resolution.

• Collaborate with Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success teams.

• Function independently across provider support workflows.

• Customize responses within the framework of established policies.

• Serve as the subject-matter expert on provider workflows, systems, internal ownership, and escalation procedures.

• Recognize patterns, identify root causes, and suggest solutions to minimize repeat inquiries and misrouted requests.

• Enhance provider support processes and contribute to runbooks, response guides, and training resources.

• Mentor Provider Support Specialists I and II by providing real-time guidance.

• Ensure operational coverage during assigned evening and weekend hours in CST.

• Engage in scheduled OpenLoop holiday and escalation coverage.

• Carry out additional duties as assigned.

⛳️ Requirements

• 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a similar support role (telehealth experience preferred).

• Bachelor's Degree in Healthcare Administration, Business Administration, Health Services Management, or a related field, or equivalent experience.

• Established subject-matter expertise in operational support for providers.

• Fully autonomous in managing end-to-end workflows.

• Proven ability to identify trends and implement improvements that significantly decrease errors, repeat inquiries, or misrouted escalations.

• History of mentoring colleagues and enhancing work quality.

• Strong understanding of clinical operations, including credentialing, licensing, onboarding, scheduling, quality, and technology management.

• Capacity to maintain compliance and quality standards.

• Exceptional written communication skills for both providers and internal partners.

• Proficient with Google Workspace, Slack, ticketing systems such as Zoho Desk, EMR platforms like Healthie, Okta, and Confluence.

• Experience in supporting a multi-state, contracted (1099) provider network is a significant advantage.

• Authorization to work in the United States.

🏝️ Benefits

• Core values of Autonomy, Competence, and Belonging.

• Relatively flat organizational hierarchy.

• Opportunity to contribute ideas and drive initiatives.

• Scheduled holiday and escalation coverage.