Provider Systems Support Lead

Revelations Counseling & Consulting LLC•Fredericksburg, VA

3d•Remote

About The Position

Supervises a team of specialists in providing systems and transactional support and education to providers via phone and email. This position will function as a resource to providers with questions related to the CareAffiliate and Availity system. This position is proficient at handling all provider systems inquiries. This role requires the ability to interface with providers regularly, ensuring they are informed and empowered to use the platform effectively. This role requires leadership experience and the ability to supervise a team of specialists.

Requirements

H.S Diploma or G.E.D.
U.S. Citizenship
Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
4+ years of experience in a high-volume customer service, medical office or contact center environment
Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.

Nice To Haves

Bachelor’s degree in Business, Health Care Administration, or related field
Supervisory/Team Lead experience
Health care or provider systems application support experience

Responsibilities

Provide supervisory support to team by taking escalated calls or providing technical support to specialists as necessary
Monitor and triage inbound support requests, ensuring prompt and accurate responses.
Conducts outbound calls to providers dealing with navigation issues, applying in-depth knowledge of Availity and CareAffiliate solutions, processes, and procedures.
Interface with providers to understand and resolve issues, offering clear, step-by-step guidance.
Perform root cause analysis using TriWest internal reports, to provider data challenges and communication with cross-functional teams for escalation.
Use de-escalation techniques when necessary to ensure a positive provider experience.
Maintain accurate documentation of interactions to inform future support strategies.
Stay updated on platform features and product changes to provide accurate support.
Ensures calls and issues are identified, tracked, reported on and resolved in a timely manner.
Maintains comprehensive tracking and documentation for all identified issues to completion.
Performs other duties as assigned.
Regular and reliable attendance is required.