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

The Provider Support Line Research Specialist works in conjunction with the Provider Support Line to manage specific calls from providers. Research specialists have an identified area of expertise within the scope of the Provider Support Line and are able to research complex provider questions and partner with other departments in order to offer complete answers to callers. In addition, research specialists have access to the Knowledge Base to respond to generalist questions when call volume for their own area of expertise allows.

The Provider Support Line is open Monday through Saturday 7AM to 6PM.  Employee schedules may vary to cover the support line hours and will include working holidays.

This position is full-time remote. Selected candidate must reside in North Carolina and be willing to travel to the home office (Morrisville, NC) for onsite team meetings as needed.

Responsibilities & Duties

Fully Manage Escalated Calls from Providers

• Assist providers with questions within the identified area of expertise 
• Develop a thorough understanding of research issues for, and identify related resources to answer provider questions as needed
• Walk the providers through the available resources and how they relate to the solutions for provider questions
• Identify potential solutions and be able to walk the providers through accessing the solutions
• Identify a process for following up with the caller to ensure satisfaction

Documentation and Data Integrity

• Document each provider interaction in the call process record including documenting actions taken to assist each caller and documenting the source for information shared during a call
• Contribute to department help materials and notifying leadership of gaps or inaccuracies in help materials
• Ensure the accuracy of prepared interaction summaries 

Provide Backup Coverage of the Provider Support Line as Call Volume Allows

• Guide providers through enrollment process
• Assist providers in navigating the electronic health record system 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 identifying how to contact NCTracks for updates
• Respond to question regarding claims and UM requirements
• Provide information regarding any upcoming meetings and provider trainings
• 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 Support Line and communicate information to Supervisor

Partner with Other Departments

• Attend trainings in the Call Center and other departments to ensure the information provided is accurate and up-to-date
• Attend team meetings, as invited, in other departments to ensure information is current
• Document work in the appropriate platform as instructed 
• Work with other departments related to the specialized area of expertise to provide callers with excellent customer service
• Maintain positive relationships with other departments to provide staff with excellent customer service

Minimum Requirements

Education & Experience

High School Diploma and six (6) years of related work experience in human services or health administration

Or

Bachelor’s degree and two (2) years of related work experience in human services or health administration

Preference is given to candidates with specific experience in provider relations, provider support, or provider network development and monitoring

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

Salary Range

$53,560-$61,594/Annually

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 and Short-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