Provider Support Specialist

Aston Carter•Naperville, IL

7d•Hybrid

About The Position

The Provider Support Representative plays a key role in managing daily interactions with service providers and ensuring timely resolution of customer claims. In this role, you coordinate emergency and routine work orders, support providers through phone and email, maintain accurate provider profiles, and help drive an exceptional service experience for homeowners. You work in a fast-paced environment, handling complex issues, following claims from start to finish, and collaborating closely with internal teams and external contractors.

Requirements

Recent 3+ years of customer service experience, preferably in a role handling complex issues or operations coordination.
Experience working in a fast-paced environment with the ability to manage multiple priorities simultaneously.
Strong proficiency with Microsoft Office, including Excel and Word.
Demonstrated sense of urgency and ability to follow through on open claims and work orders.
Ability to interpret contract language related to provider enrollments, contracts, and agreements.
Comfort with inbound and outbound phone work and handling email-based communication.

Responsibilities

Will take about 10-20 inbound calls and day and make outbound calls for any follow-up actions. Will be working off of cases.
Manage daily interactions with network and non-network providers, serving as a primary point of contact for inquiries and support.
Oversee service request hubs, including Need Provider, emergency requests, and white-glove items, ensuring timely and accurate handling.
Arrange appropriate providers to complete claims that cannot be automatically dispatched, including identifying and engaging new providers when no in-network provider is available.
Monitor emergency claims to ensure they are worked promptly and followed through the entire lifecycle until completion.
Make inbound and outbound phone calls to providers, customers, and contractors, including calling providers sourced online to cover specific geographic areas.
Respond promptly and professionally to email inquiries from providers, customers, and internal departments regarding claims and work orders.
Interpret contract language as it relates to enrollments, contracts, and agreements with providers to ensure proper setup and compliance.
Perform accurate data entry and updates for provider profiles and related information in company systems.
Facilitate emergency and urgent work orders by coordinating with both customers and contractors to ensure timely completion.
Research contractors who are not currently under agreement and arrange one-time agreements to complete work orders when necessary.
Negotiate with contractors, when needed, to reach agreeable terms for unusual, inconvenient, or urgent work orders.
Dispatch work orders following established guidelines, procedures, and service standards.
Proactively review open claims, following up with contractors on open work orders to drive timely resolution.
Prepare and respond to data requests, and execute work orders, service orders, error reports, and set-ups in various systems such as Agent Desktop and CMS.
Document and track activities, requests, and communications in company systems to ensure accurate records and visibility.
Follow all policies and procedures for daily tasks, maintaining compliance with operational and quality standards.
Develop and nurture strong relationships with key vendors, customers, and internal team members to support collaboration and service excellence.
Engage daily with potential new provider leads and deliver high-quality support to each contact.
Demonstrate strong follow-up skills by providing updates on claim status and ensuring all stakeholders remain informed.
Collaborate with colleagues as an active team player, supporting overflow provider support and workflow/queue management as needed.