Provider Support Analyst Sr

QTC Management, Inc.•San Antonio, TX

44d•Hybrid

About The Position

Leidos QTC Health Services is seeking a San Antonio based Provider Support Analyst Sr on our Customer Experience team. You will be responsible for answering, processing and documenting all calls from providers. Act as service liaison between the provider and internal operational staff and delivers exceptional provider support at all touch points. Conduct consistent evaluation of provider workflow at every interaction with provider in to increase provider retention rates and ability to complete expanded volumes of work by solving all possible provider workflow issues. Initiates cross functionality across all LQTC departments to provide streamlined solutions and maximize provider satisfaction while performing highly technical support in the LQTC call distribution system for providers released for full utilization (A1).

Requirements

High School diploma, or equivalent (GED) required, bachelor’s degree highly desired
1-3 years prior LQTC experience, highly desired
Vocational training in specific aspects of job functions and/or demonstrated ability to perform assigned tasks, preferably in a medical related area of study (i.e. LVN, LPN, EMT, MA, Military Medic, etc.).
Medical background and experience reviewing medical reports
Direct healthcare experience in medical case management quality assurance to include the review of complex multi-focal medical reports for quality, clarity, thoroughness and insightful medical explanation
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Nice To Haves

Ability to work independently, take initiative and be self-motivated
Ability to critically think and problem solve
Ability to manage competing priorities with a sense of urgency
Strong communication skills, both verbal and written for internal and external customers
Possess excellent organizational and follow-up skills, with a strong attention to detail
Strong computer and web-based application skills
Adaptive ability to modify training style to effectively train providers
Proficient with MS Office
Advanced data entry and typing skills
Strong knowledge of administrative processes
Effective critical thinking and problem-solving skills to effectively resolve calls in a one call scenario
Strong customer service skills

Responsibilities

Responsible for triaging, evaluating and resolving all provider requests utilizing approved best practice workflows and providing highly effective customer service.
Participate in the development and implementation of strategic initiatives for provider efficiency, quality, and usability of all LQTC systems to enhance provider experience.
Analyze, communicate, and escalate status on direct issues to the management team for provider success through proactive resolution.
Initiate continuous process improvements and identify areas of opportunity for provider workflow enhancements and customer service.
Using process improvement methodologies, assist in translation of provider business and workflow requirements into efficiency enhancements while working real time with providers.
Partner with internal department resources to coordinate process and technology changes to support provider needs.
Continually lead and train providers through software/system functionality while assisting in process improvement activities with providers.
Participate in analysis, planning, evaluating, and testing of web based and desktop applications through collaboration through user design specifications related to provider workflow efficiency.
Responsible for reviewing and providing provider feedback on requirements and technical applications
Perform other duties and responsibilities as assigned