Application Support Specialist

Who We Are 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. If this resonates with you, we invite you to apply to join our team. Our Team & Culture Our Team at Hively is a passionate and diverse group of individuals from a wide range of different lived experiences, backgrounds and professional expertise. We strive every day 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 The Provider Payments & Support Specialist plays a crucial role in managing the financial and administrative relationship with our network of childcare providers. Reporting to the Program Manager, this specialist is responsible for processing payments to childcare providers and ensuring providers are onboarded, trained, and compliant with program procedures. This includes a heavy focus on financial accuracy, data entry, and providing excellent customer service as the main point of contact for all provider payment inquiries. What You’ll Be Doing Payment & Reimbursement Processing: Review and validate monthly attendance sheets to accurately calculate and process provider reimbursements for all CalWORKs and Subsidy Programs. Troubleshoot payment issues and ensure all reimbursements are completed on time. Provider Onboarding & Training: Onboard new childcare providers, providing them with training on systems, billing procedures, required forms, and digital attendance sheet submission. Data & Document Management: Collect, enter, and scan required forms, licenses, and identification documents into the CC4 system. Assist with the TrustLine application process and annual school district data entry. Provider Communication: Act as the main point of contact for payment questions from providers, communicating payment breakdowns, and following up on late or missing timesheets. Customer Service: Provide excellent customer service to child care providers, as well as help them solve any issues regarding systems, rates, attendance sheets, and payments. De‑scalate provider complaints as needed while maintaining a professional demeanor. Compliance & Support: Ensure adherence to standard operating procedures and government regulations. Provide support and information to providers to help them successfully participate in Hively programs. What You Should Bring BA/BS degree or equivalent work experience. Proficiency with Microsoft Office and Google Suite. Ability to quickly learn new systems and databases. Knowledge of 10-key by touch is a plus. Strong organizational skills, the ability to work under pressure and meet deadlines, and a demonstrated ability to define problems, collect data, and draw valid conclusions. Excellent communication skills, both written and oral. Ability to work both independently and as part of a team, and be a self‑starter with strong problem‑solving skills. The ability to develop and maintain good working relationships with diverse groups of people. Proven ability to provide excellent customer service and de‑scalate sensitive situations. A strong sense of accountability, with the ability to follow directions and work rules. Basic math skills and demonstrated analytical abilities are required for accurate reimbursement calculations. Experience handling PII (personally identifiable information) with discretion. Preferred Knowledge, Skills And Abilities Bilingual fluency in both Spanish and English is preferred. A college degree in accounting, business, or a related field. Experience working with child care subsidy programs. Experience with Zendesk or another customer service platform. This role is eligible for a Hybrid schedule after completing the training period. 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 and identifying potential inconsistencies or verification signals in application materials based on available information. 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. Salary ranges are based on industry data, and final employment offer will be determined based upon factors including but not limited to an applicant's experience, specialized skills, and internal alignment. #J-18808-Ljbffr