Provider Systems Support Specialist

Job Posting: Provider Systems Support Specialist

Job Summary:
We are seeking a Provider Systems Support Specialist to provide systems and transactional support to healthcare providers via phone and email. This role serves as a key resource for providers with inquiries related to the CareAffiliate and Availity systems. The ideal candidate will have strong problem-solving skills, the ability to handle provider systems inquiries efficiently, and a passion for delivering excellent customer support. Regular interaction with providers is required to ensure they are well-informed and empowered to use the platform effectively.

Education & Experience:
Required:

High School Diploma or G.E.D.

• U.S. Citizenship

• Ability to obtain a favorable Interim and adjudicated final Department of Defense (DoD) background investigation

• 2+ years of experience in a high-volume customer service, medical office, or contact center environment

• Strong technology literacy with experience navigating multiple screens or web browsers simultaneously

• Proven ability to work independently in a remote work environment

Preferred:

• Bachelor's degree in Business, Healthcare Administration, or a related field

• Experience supporting healthcare or provider systems applications

Key Responsibilities:

• Monitor and triage inbound support requests, ensuring prompt and accurate responses.

• Conduct outbound calls to providers experiencing navigation issues, utilizing in-depth knowledge of Availity and CareAffiliate solutions.

• Interface with providers to understand and resolve issues, providing clear, step-by-step guidance.

• Perform root cause analysis using internal reports, identifying provider data challenges and coordinating with cross-functional teams for resolution.

• Apply de-escalation techniques when necessary to ensure a positive provider experience.

• Maintain detailed and accurate documentation of all interactions to support continuous improvement efforts.

• Stay informed about platform features and product updates to provide accurate and relevant support.

• Ensure all inquiries and issues are tracked, reported, and resolved in a timely manner.

• Maintain comprehensive tracking and documentation for all identified issues until resolution.

• Perform other assigned duties as required.

• Maintain regular and reliable attendance.

Company Overview:

Spectrum Healthcare Resources (SHR) was established in 1988 to deliver systems and processes designed to meet the unique needs of Military and VA Health Systems. SHR is a leading organization that provides physician and clinical staffing and management services to United States Military Treatment Facilities, VA clinics and other Federal Agencies through various contracting vehicles. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a Nationwide organization that serves 850 civilian and military hospitals with a team of 9,600 affiliated health care professionals.

EOE/Disabled/Veterans