Provider Support Liaison

Action Behavior Centers•Houston, TX

12h•Hybrid

About The Position

The Provider Support Liaison is designed to solve the problem of Physician Liaisons being pulled away from strategic outreach efforts by urgent operational needs tied to provider documentation and referral updates. This role creates a dedicated execution layer that keeps patient access moving, supports Operations in real time, preserves Physician Liaison capacity for growth-driving activities, and improves the overall efficiency and scalability of the market. The Provider Support Liaison serves as a dedicated operational partner to the Physician Liaison team, ensuring timely execution of urgent and routine requests related to provider referrals, authorizations, documentation, and medical records collection. This role is designed to support a pilot initiative in the Houston market aimed at improving operational responsiveness while protecting Physician Liaisons’ time for high-value field activities, provider relationship management, and referral growth. The specialist will act as the primary point person for internal requests from Operations that require coordination with physician offices, helping secure updated referrals, clinical documentation, signatures, and other provider-facing needs necessary to support patient access and continuity of care. The ideal candidate is field-comfortable, operationally sharp, and capable of representing the organization professionally across both environments. While in-person visits to provider offices are the core component of this role, they are one part of a broader focus that spans pipeline management, scaled outreach operations, CRM integrity, and market-level reporting.

Requirements

2+ years of experience in healthcare operations, physician relations support, referral management, intake, care coordination, or medical office coordination
Experience working with physician offices, referrals, authorizations, or medical documentation workflows
Demonstrated ability to work in clinical office or field environments professionally
Proficiency in Salesforce or comparable CRM platform
Strong written and verbal communication skills
Comfortable navigating cross-functional relationships with Operations, Intake, and field-based teams
Highly organized with the ability to manage multiple open tasks and competing priorities
Completely comfortable driving and spending time in the car
Must have access to reliable transportation

Responsibilities

Serve as the primary resource for requests from Operations requiring outreach to physician offices for: Updated referrals, Missing or corrected provider documentation, Physician signatures, Letters of medical necessity (if applicable), Clinical notes or supporting records, Other provider-facing administrative requirements related to patient intake and continuation of care
Triage incoming requests based on urgency, patient need, and operational deadlines
Prioritize and execute requests with speed, accuracy, and professionalism
Contact physician offices in-person or via phone, fax, secure email, Provider portal, or other approved communication channels to obtain necessary documents
Build productive working relationships with office staff, referral coordinators, medical assistants, and practice administrators
Follow up persistently and professionally until requests are resolved
Maintain awareness of each office’s preferred workflows and communication methods
Partner closely with Operations, Referral Intake, Scheduling, Clinical, and Physician Liaison teams to ensure alignment on outstanding needs
Communicate status updates clearly and proactively on open requests
Escalate barriers or delays to the appropriate Physician Liaison or leadership when relationship intervention is needed
Help define and refine workflows for request routing, ownership, and follow-up during the pilot phase
Maintain accurate records of all requests, actions taken, status updates, and outcomes in Salesforce
Ensure all obtained documentation is routed appropriately and in a timely manner to internal stakeholders
Track turnaround times, completion rates, and common sources of delay to support pilot measurement and future process improvements
Identify recurring office issues or documentation trends that can be addressed proactively
Support a defined legacy market (Houston) and become deeply familiar with key referring offices, high-volume providers, and common documentation patterns
Collaborate with local Physician Liaisons to understand priority accounts and provider dynamics
Step in as a tactical support partner without replacing the strategic relationship ownership of the Physician Liaison
Help preserve a positive experience for provider offices by ensuring requests are handled efficiently and respectfully
Monitor the active referral pipeline in Salesforce daily, identifying qualified leads that are stalling, missing documentation, or at risk of being lost
Serve as the operational connector between Physician Liaisons and intake/center staff, proactively escalating and resolving lead management issues
Maintain a live tracker of outstanding correction and document requests, following each through to resolution, coordinating with internal teams to troubleshoot referral barriers and keep leads moving through the funnel efficiently
Assist the Senior Manager in conducting periodic audits of Houston market referral activity, surfacing patterns in pipeline delays or documentation gaps
Support Houston market campaign execution by maintaining clean, properly segmented contact lists that meet outreach and compliance standards
Identify new provider targets through territory research, referral pattern analysis, and local market intelligence in support of in-market PLs and scaled outreach efforts
Manage administrative and logistical follow-up for new referring provider onboarding after the PL's initial introduction
Support the Senior Manager and PL Manager in preparing the team for local healthcare events and provider-facing engagements