REMOTE- Administrative Support Specialist- FT/PT (remote)

The Administrative Support Specialist will provide customer communications support and file processing for our credentialing customers and its Staff Readiness Services department. Assist customers with on-line information, application completion, and resolving other customer questions. Position will also assist with provider enrollment activities, including file processing activities and follow-up.

Responsibilities :

1. Provide telephone and email support to customers in a courteous, professional, efficient and timely manner. Respond to and resolve a variety of customer questions and issues and utilize a “support effectiveness” process that will involve capturing customer issues, how we resolve them, how long resolution took, and how satisfied the customer is with service and support.

2. Log all customer support activity within the Company CRM and ticketing system, called AutoTask. Follow up on open tickets through to resolution.

3. Utilize and update the eCreds database in the processing of customer organizations’ credentials files. Enter customer organizations’ credentials data into the program’s database as accurately and timely as possible.

4. Achieve consistent completion of the prescribed number of items (phone calls or emails answered, issues resolved, timeliness of resolution, file follow-up) per established benchmarks. Achieve other goals determined during the performance planning process.

5. Works closely with the Credentialing Analyst(s) to ensure that all credentialing, re-credentialing, and file maintenance files for all customer organizations’ providers are completed and forwarded in a timely manner.

6. Assist the Provider Enrollment program with follow-up calls and emails to health plans, provider account maintenance, general administrative support, research and status inquiries.

7. Maintain various reports for distribution, including, but not limited to phone support data and CRM report.

8. Develop and perform activities designed to generate maximum utilization and satisfaction among existing customers, and relationship-building activities.

9. Provide customer service support back up coverage for other service/ lines.

10. Support the Staff Readiness Services Department, as necessary, and other duties as assigned by the Staff Readiness Services Manager.

This Position qualifies for a Hybrid Work and flexible work schedules.