Senior Provider Support Specialist
New
J
JobgetherHealthcare operations
Fully remote work opportunity within the United States., CST; assigned evening and weekend hours in CSTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support environment
- Required Skills
- Google WorkspaceSlack
Requirements
- Have 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support environment; telehealth experience is preferred.
- Hold a bachelor's degree in Healthcare Administration, Business Administration, Health Services Management, or a related discipline, or have equivalent professional experience.
- Demonstrate subject-matter expertise in provider-facing operational support and independently resolve complex situations when standard answers are insufficient.
- Understand clinical operations and how credentialing, licensing, onboarding, scheduling, quality, and technology functions interact.
- Work autonomously across complex workflows and distinguish genuine exceptions from issues resolvable through existing processes.
- Identify patterns in support requests and implement improvements that reduce errors, repeat questions, or misrouted escalations.
- Demonstrate the ability to mentor peers and improve team performance quality and consistency.
- Communicate effectively in writing and verbally with healthcare providers, and document processes for internal teams.
- Use sound judgment to maintain compliance and quality standards under pressure to resolve issues faster.
- Be proficient with Google Workspace, Slack, ticketing platforms such as Zoho Desk, EMR platforms such as Healthie, Okta, and Confluence.
- Be willing to participate in assigned evening, weekend, holiday, and escalation coverage.
- Experience supporting a multi-state, contracted 1099 provider network is a strong advantage.
Responsibilities
- Resolve complex, non-routine, or unresolved provider questions and requests, owning them through clear resolution.
- Coordinate with credentialing, licensing, clinical leadership, quality, IT, scheduling, customer success, and other internal teams to drive issues to resolution.
- Work independently across end-to-end provider support workflows and escalate genuine exceptions or policy-level decisions.
- Apply established policies and sound judgment when standard guidance does not fully address a provider's situation.
- Analyze recurring questions and escalations to identify root causes, reduce repeat requests, and improve routing accuracy.
- Develop and refine runbooks, response guides, training resources, and provider support processes.
- Mentor Provider Support Specialists I and II through ongoing guidance, coaching, and real-time support.
- Maintain assigned evening and weekend operational coverage in CST, as well as scheduled holiday and escalation coverage.
- Uphold compliance, quality, and operational standards when resolving provider issues.
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