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.
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
$23.36 -$29.78/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
