Sr Provider Support Specialist

OpenLoop Health

About The Position

OpenLoop is seeking a Sr. Provider Support Specialist to join our Medical Operations team. In this senior role, you will be the escalation point for the Provider Support team — the person who takes the provider questions no one else can answer and makes sure they get resolved. This non-clinical, provider-facing role exists for one purpose: to support providers operationally.

Requirements

3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support function (telehealth experience preferred).
Bachelor's Degree in Healthcare Administration, Business Administration, Health Services Management, or a related field, or equivalent experience.
Recognized subject-matter expertise in provider-facing operational support — the person others come to when the answer isn't obvious.
Fully autonomous across end-to-end workflows; knows when a situation is a true exception versus a request to resolve.
Demonstrated ability to see patterns across individual requests and initiate improvements that measurably reduce errors, repeat questions, or misrouted escalations.
Consistent track record of mentoring peers and raising the quality of work around them.
Strong working knowledge of how a clinical operation is organized — who owns credentialing, licensing, onboarding, scheduling, quality, and technology — so requests reach the right owner the first time.
Comfortable holding the line on compliance and quality when there is pressure for a faster answer.
Clear written communication for both providers and internal partners, including when documenting the process.
Proficient with Google Workspace, Slack, ticketing systems (e.g., Zoho Desk), EMR platforms (e.g., Healthie), Okta, and Confluence.

Nice To Haves

Experience supporting a multi-state, contracted (1099) provider network is a strong plus.

Responsibilities

Serve as the escalation point for the Provider Support team, taking provider questions and requests that are complex, non-routine, or unresolved at Levels I and II.
Stay accountable for escalated provider requests until the provider has a resolution — coordinating with Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success, and driving those teams to act rather than handing off and closing the ticket.
Operate autonomously across all provider support workflows, engaging your manager only for exceptions or decisions that require a policy change.
Tailor responses within established policy when a standard answer does not fit the provider's situation.
Act as the subject-matter expert for the team on provider workflows, systems, internal ownership, and escalation paths — the person who knows where a request actually needs to go.
Identify patterns across provider questions and escalations, determine root cause, and propose fixes that reduce repeat volume and misrouted requests.
Support refinement of provider support processes and contribute to runbooks, response guides, and training materials.
Mentor Provider Support Specialists I and II consistently, providing real-time guidance.
Provide operational coverage during assigned evening and weekend hours (CST) and participate in scheduled OpenLoop holiday and escalation coverage.
Other duties as assigned.