The Provider Support Line is open Monday through Saturday 7 AM to 6 PM. Employees are assigned a fixed schedule over the 40-hour work week. Employee schedules will include working holidays.
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
This position is full-time remote. The selected candidate must reside in North Carolina and be willing to travel onsite to either the Morrisville office or Charlotte office for trainings; twice annually.
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
$20.84 -$34.76/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
