Provider Support Specialist

Overview

JOB SUMMARY:

THE PROVIDER SUPPORT SPECIALIST IS AN ENTRY-LEVEL POSITION THAT PROVIDES DAY-TO-DAY ADMINISTRATIVE AND OPERATIONAL SUPPORT TO NURSE PRACTITIONERS, PHYSICIANS, AND THE PRIMARY CARE OPERATIONS TEAM. THIS ROLE HELPS PROVIDERS ACCESS RESOURCES, NAVIGATE ROUTINE WORKFLOWS, AND CONNECT WITH THE APPROPRIATE DEPARTMENT WHEN ASSISTANCE IS NEEDED. RESPONSIBILITIES INCLUDE RESPONDING TO PROVIDER REQUESTS, MAINTAINING ACCURATE PROVIDER AND FACILITY INFORMATION, UPDATING TRACKERS, AND SUPPORTING SCHEDULING AND COVERAGE COORDINATION. WORKING UNDER THE GUIDANCE OF OPERATIONS LEADERSHIP, THIS POSITION HELPS REDUCE ADMINISTRATIVE BURDEN AND KEEPS DAILY ACTIVITIES ORGANIZED AND ON TRACK.

ACCOUNTABILITY:

THIS POSITION IS RESPONSIBLE FOR COMPLETING ASSIGNED SUPPORT TASKS ACCURATELY AND ON TIME, MAINTAINING CURRENT RECORDS, AND FOLLOWING PROVIDER REQUESTS THROUGH RESOLUTION. THE PROVIDER SUPPORT SPECIALIST FOLLOWS ESTABLISHED PROCEDURES, RESOLVES ROUTINE ADMINISTRATIVE QUESTIONS WITHIN THEIR TRAINING, AND ESCALATES ISSUES REQUIRING LEADERSHIP, CLINICAL, OR TECHNICAL REVIEW. THIS ROLE DOES NOT SUPERVISE EMPLOYEES OR HOLD BUDGET RESPONSIBILITY. PROVIDER ASSIGNMENTS, COVERAGE DECISIONS, AND PERFORMANCE MANAGEMENT REMAIN THE RESPONSIBILITY OF DESIGNATED LEADERS.

WORK ENVIRONMENT:

THIS POSITION WORKS IN A REMOTE ENVIRONMENT AND REQUIRES REGULAR USE OF A COMPUTER, TELEPHONE, MICROSOFT OFFICE APPLICATIONS, EMR SYSTEMS, AND ELECTRONIC COMMUNICATION PLATFORMS. THE ROLE INVOLVES EXTENDED PERIODS OF COMPUTER USE, FREQUENT WRITTEN AND VERBAL COMMUNICATION, AND COORDINATION OF MULTIPLE TASKS DURING THE WORKDAY. A RELIABLE INTERNET CONNECTION AND A WORKSPACE THAT SUPPORTS CONFIDENTIAL COMMUNICATION ARE REQUIRED. OCCASIONAL TRAVEL TO COMPANY OFFICES, HEALTHCARE FACILITIES, MEETINGS, OR TRAINING EVENTS MAY BE REQUIRED BASED ON BUSINESS NEEDS. ABOUT HEALTHDRIVE: HealthDrive delivers on-site dentistry, optometry, podiatry, audiology, behavioral health, and primary care services to residents in long term care, skilled nursing, and assisted living facilities. Each specialty offered by HealthDrive is one that directly impacts the quality of daily life for the deserving residents we serve. HealthDrive connects patients in need of vital healthcare to doctors committed to dignity and excellence.

Responsibilities

• SERVE AS A DAY-TO-DAY ADMINISTRATIVE SUPPORT CONTACT FOR PROVIDERS, RESPONDING TO ROUTINE QUESTIONS AND CONNECTING THEM WITH THE APPROPRIATE RESOURCES OR DEPARTMENTS.
• TRACK PROVIDER REQUESTS, DOCUMENT UPDATES, AND FOLLOW UP WITH RESPONSIBLE TEAMS TO ENSURE OUTSTANDING ITEMS ARE ADDRESSED.
• ASSIST PROVIDERS WITH LOCATING FORMS, POLICIES, CONTACT INFORMATION, TRAINING MATERIALS, AND OTHER RESOURCES NEEDED FOR THEIR DAILY WORK.
• MAINTAIN ACCURATE PROVIDER ROSTERS, FACILITY LISTS, TERRITORY ASSIGNMENTS, CONTACT DIRECTORIES, AND FACILITY-ACCESS INFORMATION AS DIRECTED.
• RECORD APPROVED PTO, LEAVE, AND SCHEDULE CHANGES IN DESIGNATED TRACKERS AND ASSIST LEADERSHIP WITH COMMUNICATING CONFIRMED COVERAGE ARRANGEMENTS.
• SUPPORT PROVIDER ONBOARDING, FACILITY TRANSITIONS, AND TERRITORY CHANGES BY COORDINATING CHECKLISTS, DISTRIBUTING INFORMATION, AND TRACKING COMPLETION OF ASSIGNED TASKS.
• UPDATE OPERATIONAL TRACKERS AND COMPILE ROUTINE PRODUCTIVITY, DOCUMENTATION TIMELINESS, AND OTHER DESIGNATED REPORTS FOR LEADERSHIP REVIEW.
• PREPARE MEETING MATERIALS, DOCUMENT ACTION ITEMS, AND FOLLOW UP ON ASSIGNED TASKS FOR PROVIDER SUPPORT AND TERRITORY MANAGEMENT MEETINGS.
• COORDINATE ROUTINE ADMINISTRATIVE REQUESTS WITH FACILITY CONTACTS, REGIONAL ACCOUNT MANAGERS, CLINICAL LEADERS, AND INTERNAL DEPARTMENTS, ESCALATING UNRESOLVED CONCERNS TO THE APPROPRIATE LEADER.
• ROUTE EMR, ACCESS, AND TECHNOLOGY ISSUES TO THE APPROPRIATE SUPPORT TEAM AND HELP PROVIDERS TRACK THE STATUS OF THEIR REQUESTS.
• ORGANIZE OPERATIONAL REFERENCE MATERIALS AND MAINTAIN PROVIDER, FACILITY, AND PATIENT INFORMATION IN ACCORDANCE WITH COMPANY CONFIDENTIALITY AND PRIVACY PROCEDURES.
• ALL OTHER DUTIES AS REQUIRED.

Qualifications

TECHNICAL SKILLS

• BASIC PROFICIENCY WITH MICROSOFT OUTLOOK, WORD, EXCEL, AND TEAMS.
• ABILITY TO ENTER INFORMATION ACCURATELY AND MAINTAIN SPREADSHEETS, TASK LISTS, AND ELECTRONIC RECORDS.
• ABILITY TO LEARN EMR SYSTEMS, SUPPORT PLATFORMS, AND OTHER HEALTHCARE TECHNOLOGY TOOLS.

SOFT SKILLS

• STRONG ORGANIZATIONAL SKILLS AND ATTENTION TO DETAIL.
• CLEAR, PROFESSIONAL, AND RESPONSIVE WRITTEN AND VERBAL COMMUNICATION.
• A HELPFUL, SERVICE-ORIENTED APPROACH TO SUPPORTING PROVIDERS AND COWORKERS.
• RELIABLE FOLLOW-THROUGH AND THE ABILITY TO MANAGE COMPETING TASKS WITH GUIDANCE.
• WILLINGNESS TO ASK QUESTIONS, ACCEPT FEEDBACK, AND LEARN NEW RESPONSIBILITIES.

ROLE-SPECIFIC CAPABILITIES

• ABILITY TO FOLLOW ESTABLISHED WORKFLOWS AND RECOGNIZE WHEN AN ISSUE REQUIRES ESCALATION.
• ABILITY TO HANDLE CONFIDENTIAL INFORMATION APPROPRIATELY.
• ABILITY TO COORDINATE ROUTINE REQUESTS ACROSS MULTIPLE TEAMS.
• ABILITY TO WORK INDEPENDENTLY ON ASSIGNED TASKS WHILE STAYING CONNECTED TO A REMOTE TEAM.

EDUCATION AND EXPERIENCE:

• REQUIRED: HIGH SCHOOL DIPLOMA OR EQUIVALENT.
• PREFERRED: ASSOCIATE’S DEGREE OR COURSEWORK IN HEALTHCARE ADMINISTRATION, BUSINESS, OR A RELATED FIELD.
• PREFERRED: EXPERIENCE IN ADMINISTRATIVE SUPPORT, CUSTOMER SERVICE, SCHEDULING, OR HEALTHCARE.
• PREFERRED: FAMILIARITY WITH SKILLED NURSING FACILITIES, LONG-TERM CARE, OR MEDICAL OFFICE WORKFLOWS.
• PRIOR HEALTHCARE EXPERIENCE IS NOT REQUIRED. TRAINING WILL BE PROVIDED ON COMPANY SYSTEMS, TERMINOLOGY, AND WORKFLOWS.

CERTIFICATIONS AND LICENSES:

NO PROFESSIONAL CERTIFICATIONS OR CLINICAL LICENSES ARE REQUIRED.