Provider Support Line Specialist (Full-time Remote, North Carolina Based)

The Provider Support Line Specialist handles calls from providers and answers questions about joining the network, contracts, enrollment, billing, member information, navigating the EHR, claims submissions, authorization requests, onboarding into our network, troubleshooting various technology platforms, and NCTracks

The Provider Helpdesk is open Monday through Saturday 7AM to 6:30PM,  Employee schedules may vary to cover the Helpdesk and will include working holidays.

This position is full-time remote opportunity. The selected candidate must reside in North Carolina. 

Responsibilities & Duties

Provide coverage of the Provider Network Helpdesk phone within Department expectations

Guide providers through process of initiating credentialing during times of network expansion

Assist providers in navigating the EHR and other portal platforms

Respond to requests for information in writing and over email

Assist providers in navigating the provider handbook, the Alliance website, forms lists, and other resources

Assist providers by troubleshooting basic IT issues, including resetting and changing passwords

Assist providers in navigating NCTracks

Respond to question regarding claims and UM requirements

Conduct research across agency procedures, software, and agency contacts to correctly respond to complex provider questions

Identify and report trends of requests/communications that come through the Helpdesk and communicate information to Supervisor

Contact Providers regarding use of EHR calendar, and maintaining the agency listing

Maintain departmental resources and provide administrative support

Assist in maintaining list of provider specialties

Maintain departmental Agency Listing to include basic information on physical health, behavioral health, IPRS, Spanish-Speaking, crisis, and enhanced-service providers

Maintain Insurance tracking database, current availability, and contract status of providers

Document work in supported software to meet expectations of oversight agencies

Screen and route materials

Provide receptionist and telephone services

Proofread documents as requested

Monitor and complete tasks related to incoming emails in the department inbox.

Knowledge, Skills, & Abilities

Knowledge of computerized record-keeping techniques

Knowledge of and experience with records, reports and file maintenance.

Proficient with Microsoft Office suite

Proficient with grammar, spelling, punctuation and vocabulary

Skilled at organizing work to meet schedules and timelines

Ability to read, interpret and disseminate information regarding state  laws, rules, regulations and policies related to enrollment

Ability to communicate effectively both in oral and written form

Ability to understand and follow oral and written directions

Ability to exercise tact and discretion in working with confidential or sensitive information

Ability to work independently with little direction

Ability to establish and maintain effective working relationships with others

Ability to analyze situations accurately and adopt an effective course of action

Minimum Education & Experience

High School diploma or equivalent and three (3) years of office experience; 

or 

Bachelor’s degree in Business or a closely related field

Preferred:

Healthcare experience preferred.

Salary Range

$22.90 -$29.19/hourly

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity. 

An excellent fringe benefit package accompanies the salary, which includes:  

Medical, Dental, Vision, Life, Long Term Disability

Generous retirement savings plan

Flexible work schedules including hybrid/remote options

Paid time off including vacation, sick leave, holiday, management leave

Dress flexibility