Front Desk Administrator - Denver, CO

Provider Support Specialist

Job Type: Full-time, shifts are Monday - Friday, 7:00am-3:00pm and rotating Saturdays.

Salary: $20.00 per hour

Mindful Therapy Group is a company dedicated to empowering therapists, psychologists and nurse practitioners to dive into private practice, without doing all of the leg work that comes with it. We provide high-quality billing, marketing, and administrative services to independent mental health care providers across the Pacific Northwest. Since opening in 2011, we have partnered with over 2,300 providers throughout our 20+ locations, and we are continuing to grow!

About the Role

Are you looking to work in a fast-paced, supportive environment? Have you been trying to find a role that challenges you and helps you build applicable skills to use in your career? If you have customer service skills and a passion for learning, you've come to the right place! Candidates with restaurant and hospitality backgrounds are encouraged to apply.

The Provider Support Specialist (PSS) serves as first-tier support for provider members, providing a high level of customer service and follow-through for the administrative tasks for their independent businesses. They will build and maintain a working and professional relationship with providers in their locations, as well as participate in company-wide workflows geared toward supporting the entire provider group. They will become an expert on all relevant administrative needs of the providers they serve and will provide a high level of customer service to providers and the clients they serve. The PSS will be a supportive driver for the growth of the company as the providers' ability to practice productively and efficiently will contribute greatly to the company's success.

This role requires proactive communication and the ability to critically think through what each individual provider member needs in order manager their client load effectively. You will work closely with the Office Manager, in addition to the Intake Department, and Billing and Collections Teams to successfully resolve requests. This role will rely heavily on detailed and thorough organizational systems and documentation, in addition to creativity and follow through when solving problems. The PSS should be knowledgeable, resourceful, analytical, adaptable, and organized with the ability to build rapport with providers (our customer), while also upholding the goals of the business.

Key Responsibilities

• Collaborate with the Office Manager to set goals, manage outcomes, and provide timely follow through for more complex tasks.
• Create a warm and welcoming atmosphere for clients by using active listening skills and an empathetic tone.
• Follow check-in procedures to ensure accuracy of demographics, collection of balance due, and scheduling future appointments.
• Process a high volume of inbound and outbound emails and providers support chats to support with coordination of care, ensuring client privacy is maintained according to HIPAA guidelines and that all required ROIs are obtained.
• Become an expert in all aspects of the provider practice including provider messaging, schedule management, and intake procedures.
• Provide excellent customer service over the phone, in person, and via email to clients and providers by responding to all client and provider inquiries and needs in a timely manner.
• Support with maximizing providers' schedules by scheduling for new and returning clients.
• Support clients and providers with technology troubleshooting and be able to successfully assist with the patient portal and telehealth module questions as they arise.
• Maintain HIPAA guidelines and ensure PHI is secure at all times.
• Support with client complaints and escalate as needed to the Office Manager when escalations occur that cannot be resolved within the scope of the PSS role.
• Assess current processes and make recommendations for improvements when applicable. Collaborate with the Office Manager as needed to communicate ideas to management or discover solutions.
• Maintain a professional office environment and be a brand ambassador by ensuring cleanliness, tidiness, maintain a welcoming feel to the office, and addressing overall facility needs promptly as issues arise.