Provider Support Agent

Healthcare Finance Direct, LLC; United States; Remote; USD 28,000 - 39,000; Full time

Benefits offered by this job

401k match

PTO 10 days

Sick leave

Paid holidays

Floating holiday

Job summary

Healthcare Finance Direct, LLC is seeking a remote Provider Support Agent to communicate with business partners via phone, email, and chat, ensuring compliance with SOPs.

You will review partner inquiries, troubleshoot account origination issues, and escalate trends to leadership while maintaining SLA and delivering high-quality service.

Weekend shifts are required, PST-based hours with some flexibility, and bilingual English/Spanish is preferred to support a diverse client base.

Qualifications

• Experience in customer service or related field.
• Excellent communication and problem-solving abilities.
• Attention to detail and self-motivation.
• Bilingual in English and Spanish preferred.

Responsibilities

• Contact business partners via phone, chat, and email; respond to inquiries and needs.
• Analyze information and evaluate results to determine best solutions.
• Assist partners with troubleshooting and account origination issues.
• Ensure tasks, emails, and research comply with SLA and policies.
• Identify trends and escalate issues to Lead to minimize risk.
• Maintain up-to-date knowledge of B2B policies and procedures.
• Maintain quality and collaborative interactions.
• Deliver accurate work in a timely manner per SOP guidelines.
• Report weekly to Team Lead on accomplishments and goals.

Skills

Communication

Interpersonal skills

Problem solving

Attention to detail

Self-motivation

Microsoft Office

Weekend availability

Bilingual EN/ES

Tools

MS Office Suite

CRM software

Job description

Remote*We are hiring remotely, however; work hours are based on PST, with some flexibility**

Schedule Requirements:

Weekend availability is required. Candidates must be able to work full weekend shifts. Are you EPIC? Do you have the ability to demonstrate, understand and apply HFD’s core purpose and values in all that you do? At HFD, our mission is to make healthcare more affordable by giving everyone a better way to pay . In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Provider Support Agent we are looking for:

The Provider Support Agent, also known as the B2B (Business to Business) or Merchant Support Department, is responsible for communicating with business partners (providers) that HFD supplies lending products to, as well as their personnel, via phone, email, and chat. They share information, respond directly to issues or concerns, and monitor compliance with procedures and policies. Reporting to the Team Lead, the support agents should remain analytical, supportive, and prepared to act as a resource to our business partners and customers.

As a Provider Support Agent, you will:

• Understand business partners’ unique integration and configurations with HFD and prepare for business partner interactions by studying products, services, and Provider Support processes.
• Following standard operating procedures to contact HFD’s business partners via phone calls, chats, and emails and respond timely to providers’ inquiries and needs.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Assist our business partners with troubleshooting and customer account origination issues.
• Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.
• Identify trends and elevate issues to Lead timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.
• Maintain up to date knowledge of B2B (Business to Business)/Provider Support policies and procedures.
• Maintain the highest level of quality and collaboration with every interaction.
• Ensure work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedures (SOP) guidelines.
• Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.
• Additional responsibilities as needed.

Requirements

• Related practice experience and/or Customer service experience
• Excellent communication, interpersonal, and problem-solving skills
• Ability to pay close attention to detail and be self-motivated.
• Proficient in Microsoft Office
• Weekend availability required
• Shift differential for evening, night and weekend hours.
• Bilingual fluency in English and Spanish is preferred - strong verbal and written communication skills in both languages are essential

Hours of operation:

• Sunday & Saturday - 4:30am-6:00pm (PST)
• Monday - Friday - 4:30am-7:00pm (PST)

Schedule Requirements:

Weekend availability is required. Candidates must be able to work full weekend shifts.

• 401k with 4% company match.
• Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating federal holiday