Practice Support Specialist

Parallon; Brentwood (TN); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare services provider is seeking a Practice Support Specialist to manage inquiries and provide technical support for practice management systems. The ideal candidate will have at least one year of healthcare experience and a strong customer service background. This remote role involves problem-solving and ensuring effective communication with internal and external customers. Competitive benefits and a supportive team culture are offered.

Benefits

Comprehensive medical coverage

401(k) Plan with matching

Employee Stock Purchase Plan

Qualifications

• Minimum 1 year related healthcare experience required.
• Experience in a contact center environment preferred.
• Technical certification(s) is a plus.

Responsibilities

• Handle inquiries from Physician Service Group (PSG) Practices.
• Provide technical support for practice management systems.
• Document inquiries and actions taken into the appropriate system.

Skills

Healthcare experience

Customer service

Problem-solving

Education

High school diploma

Technical certification

Tools

EPIC

Meditech

Cerner

Job description

Overview

Job Title: Practice Support Specialist

Company: Parallon

Location: Remote in Brentwood, TN, United States

Education: Bachelor Degree

Job Summary and Qualifications

Seeking a Practice Support Specialist to handle inquiries from Physician Service Group (PSG) Practices, review account information, take appropriate actions to resolve inquiries, and enter actions into the appropriate system. The Practice Support Specialist provides resolution of calls, emails, tickets and service requests created by the Practices and Patient Support. This role has regular contact with internal and external customers and requires regular outreach to practice users. This role provides technical and job aid support for practice management systems users via phone and screen share. The position requires a detailed analysis of patient accounts to ensure appropriate actions are taken to resolve inquiries with accurate documentation in the required applications in a timely fashion. If a request is not resolved by practice support, the specialist routes tickets following a ticket routing knowledge base. We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you. We want you to apply today!

What you will do in this role

• Receive incoming calls, emails and other electronic inquiries from PSG Physician Practices
• Assessing the needs of the end user to ensure the user understands the actions needed to resolve patient account issues
• Research, interpret, explain and apply information from training materials to practice users including processes, policies, and procedures
• Complete the research necessary to appropriately root cause and respond to customer inquiries, requests, issues, and complaints in accordance with department policies and procedures
• Create and modify basic ad hoc reports using standard reporting tools for the platforms supported
• Follow up with other support staff, service resources, and departments involved in resolution to ensure issues are resolved, requests are filled, and the customer communication is complete
• Documents inquiry and actions taken into the appropriate system
• Educate Practices as necessary on Physician Practice Management software, Physician Support Center (PSC) and PSG processes, policies, and procedures
• Maintain an in-depth understanding of best practices for operational workflows in order to support practice users
• Maintain working knowledge of workflow, systems, and tools used at the Practices
• Create a positive experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
• Meet and maintain established departmental performance metrics for production and quality
• System knowledge of EPIC, Meditech, Cerner, eCW and Experity and other revenue cycle systems such as OnBase, Patient Keeper, eDPR and Artiva
• Communicate/escalate issues to team leads to promptly and effectively address issues as needed
• Clearly document and assign request to supporting departments

Qualifications

• High school diploma or higher, Technical certification(s) is a plus
• Minimum 1 year related healthcare experience required, preferably related to Physician Practices
• Experience working in a contact center environment preferred

Benefits

Parallon offers a total rewards package that supports health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

Across HCA Healthcare's more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare. Together, we uplift and elevate our purpose to give people a healthier tomorrow.