Provider Payments & Support Specialist

Hively•Pleasanton, CA

6d•Hybrid

About The Position

The Provider Payments & Support Specialist plays a crucial role in managing the financial and administrative relationship with our network of childcare providers. Reporting to the Program Manager, this specialist is responsible for processing payments to childcare providers and ensuring providers are onboarded, trained, and compliant with program procedures. This includes a heavy focus on financial accuracy, data entry, and providing excellent customer service as the main point of contact for all provider payment inquiries.

Requirements

BA/BS degree or equivalent work experience.
Proficiency with Microsoft Office and Google Suite.
Ability to quickly learn new systems and databases.
Knowledge of 10-key by touch is a plus.
Strong organizational skills, the ability to work under pressure and meet deadlines, and a demonstrated ability to define problems, collect data, and draw valid conclusions.
Excellent communication skills, both written and oral.
Ability to work both independently and as part of a team, and be a self-starter with strong problem-solving skills.
The ability to develop and maintain good working relationships with diverse groups of people.
Proven ability to provide excellent customer service and de-escalate sensitive situations.
A strong sense of accountability, with the ability to follow directions and work rules.
Basic math skills and demonstrated analytical abilities are required for accurate reimbursement calculations.
Experience handling PII (personally identifiable information) with discretion.

Nice To Haves

Bilingual fluency in both Spanish and English is preferred.
A college degree in accounting, business, or a related field.
Experience working with child care subsidy programs.
Experience with Zendesk or another customer service platform.

Responsibilities

Review and validate monthly attendance sheets to accurately calculate and process provider reimbursements for all CalWORKs and Subsidy Programs.
Troubleshoot payment issues and ensure all reimbursements are completed on time.
Onboard new childcare providers, providing them with training on systems, billing procedures, required forms, and digital attendance sheet submission.
Collect, enter, and scan required forms, licenses, and identification documents into the CC4 system.
Assist with the TrustLine application process and annual school district data entry.
Act as the main point of contact for payment questions from providers, communicating payment breakdowns, and following up on late or missing timesheets.
Provide excellent customer service to child care providers, as well as help them solve any issues regarding systems, rates, attendance sheets, and payments.
De-escalate provider complaints as needed while maintaining a professional demeanor.
Ensure adherence to standard operating procedures and government regulations.
Provide support and information to providers to help them successfully participate in Hively programs.