Sr. Provider Specialist

Overview Hively’s mission is to build meaningful connections with families and communities, ensuring access to resources every child in Alameda County needs to thrive. Our vision is to transform the lives of children and families to benefit all communities and ensure a promising future for generations to come. We believe that through subsidized child care, mental health support, and community services centered in families of all types and backgrounds, we can profoundly impact the communities we serve. Our Team & Culture: Our team at Hively is a passionate and diverse group of individuals from a wide range of lived experiences, backgrounds and professional expertise. We strive to create an environment for families and staff that is inclusive and welcoming of different experiences and perspectives. We prioritize learning, listening, and growing together and to foster a culture of respect. The Opportunity Reporting to the Program Manager, Provider Services the Sr Provider Specialist plays a critical role in supporting childcare providers and ensuring the smooth operation of provider payments and onboarding within the Alternative Payments program. This role serves as a primary point of contact for providers, delivering high-quality, real-time support while resolving complex issues related to payments, onboarding, and compliance. The Sr. Provider Specialist partners closely with Family Support Services, Provider Payments, and internal teams to ensure accurate, timely communication and data integrity across systems. This position goes beyond day-to-day coordination by improving processes, reducing delays, and enhancing the overall provider experience. What You'll Be Doing Serve as a primary point of contact for providers, responding to inquiries via phone, email, and in-person support with a strong focus on resolution and service quality Resolve provider payment and account issues, including explaining payment breakdowns, identifying discrepancies, and ensuring timely follow-up Own the provider onboarding process from start to finish, ensuring all providers are set up for success by providing comprehensive training on our systems and billing procedures Proactively identify and solve operational challenges, using data and trends to reduce delays, improve workflows, and enhance provider satisfaction Maintain accurate provider data and documentation, including rates, licenses, and required forms within internal systems (e.g., CC3/CC4) Monitor and follow up on key workflows, such as late timesheets, missing documentation, and payment processing issues Utilize CRM and support tools (e.g., Zendesk) to track, manage, and resolve provider inquiries efficiently Partner cross-functionally with Family Support Services, Payments, and internal teams to ensure alignment and timely resolution of issues Model strong customer service and de-escalation techniques, helping maintain positive relationships with providers and families What You Should Bring 1-3 years of experience in a related role, such as Family Support, Provider Payments, customer service, call center, or administrative operations Experience working with provider payments or similar processes, is a plus including understanding payment structures and resolving discrepancies Excellent customer service and communication skills, including the ability to de-escalate challenging situations with empathy and professionalism Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce) preferred. Technical proficiency, including Microsoft Office, Google Suite, and experience managing spreadsheets (Excel/Google Sheets) Strong attention to detail and data accuracy, including basic math and reconciliation skills High level of discretion and confidentiality, especially when handling Personally Identifiable Information (PII) Ability to build and maintain relationships with diverse populations in a professional and respectful manner. Including interest in representing Hively at occasional community events. Preferred Knowledge, Skills And Abilities Fluent in English and one or more of the following languages (Spanish, Vietnamese, Mandarin, Cantonese, Farsi, Korean, Pashto, Urdu, Punjabi or Hindi) Provider Payments, Family Support Specialist or Community Services experience Please note: This role is not eligible for fully remote work, and requires 3-4 days minimum in the office. Benefits Medical, dental, and vision plans covered at 100% for the employee Health & Dependent Care FSA 14 Paid Holidays + 4 flex holidays, including your birthday! Generous paid time off policy (over 3 weeks per year) Tuition Reimbursement ($1,000/year) Employee Appreciation Program Life & Long Term Disability Insurance covered 100% by Hively 403(b) plan SEP-IRA plan with an employer contribution of 5% of annual salary Learning & Development Opportunities Financial wellness program with unlimited access to personal financial advisors Industry competitive salary ranges Work Location This hybrid role offers work-from-home flexibility, subject to manager approval and based on job performance and business requirements. You may also be required to work from other Hively locations within Alameda County as operational needs arise. Welcoming Candidates from All Backgrounds: Hively is proud to be an equal opportunity employer. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status. Please note that applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr Hively