Sr. Provider Specialist

Hively•Pleasanton, CA

1d•Hybrid

About The Position

The Sr Provider Specialist plays a critical role in supporting childcare providers and ensuring the smooth operation of provider payments and onboarding within the Alternative Payments program. This role serves as a primary point of contact for providers, delivering high-quality, real-time support while resolving complex issues related to payments, onboarding, and compliance. The Sr. Provider Specialist partners closely with Family Support Services, Provider Payments, and internal teams to ensure accurate, timely communication and data integrity across systems. This position goes beyond day-to-day coordination by improving processes, reducing delays, and enhancing the overall provider experience.

Requirements

1–3 years of experience in a related role, such as Family Support, Provider Payments, customer service, call center, or administrative operations.
Experience working with provider payments or similar processes, is a plus including understanding payment structures and resolving discrepancies.
Excellent customer service and communication skills, including the ability to de-escalate challenging situations with empathy and professionalism.
Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce) preferred.
Technical proficiency, including Microsoft Office, Google Suite, and experience managing spreadsheets (Excel/Google Sheets).
Strong attention to detail and data accuracy, including basic math and reconciliation skills.
High level of discretion and confidentiality, especially when handling Personally Identifiable Information (PII).
Ability to build and maintain relationships with diverse populations in a professional and respectful manner. Including interest in representing Hively at occasional community events.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Fluent in English and one or more of the following languages (Spanish, Vietnamese, Mandarin, Cantonese, Farsi, Korean, Pashto, Urdu, Punjabi or Hindi)
Provider Payments, Family Support Specialist or Community Services experience

Responsibilities

Serve as a primary point of contact for providers, responding to inquiries via phone, email, and in-person support with a strong focus on resolution and service quality.
Resolve provider payment and account issues, including explaining payment breakdowns, identifying discrepancies, and ensuring timely follow-up.
Own the provider onboarding process from start to finish, ensuring all providers are set up for success by providing comprehensive training on our systems and billing procedures.
Proactively identify and solve operational challenges, using data and trends to reduce delays, improve workflows, and enhance provider satisfaction.
Maintain accurate provider data and documentation, including rates, licenses, and required forms within internal systems (e.g., CC3/CC4).
Monitor and follow up on key workflows, such as late timesheets, missing documentation, and payment processing issues.
Utilize CRM and support tools (e.g., Zendesk) to track, manage, and resolve provider inquiries efficiently.
Partner cross-functionally with Family Support Services, Payments, and internal teams to ensure alignment and timely resolution of issues.
Model strong customer service and de-escalation techniques, helping maintain positive relationships with providers and families.