Provider Support Line Specialist (Full-time Remote, North Carolina Based)

Alliance Health; Morrisville (NC); Hybrid; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Hybrid/Remote options

Paid time off

Dress code flexibility

Job summary

Alliance Health in North Carolina is seeking a Provider Support Line Specialist to handle calls from providers and guide credentialing, enrollment, billing, member information, and EHR navigation. The role also involves troubleshooting technology platforms and NCTracks.

You will support the Helpdesk hours, assist with provider handbook resources, respond to inquiries, and maintain provider listings. Strong communication and MS Office skills are desirable.

Qualifications

• High School diploma or equivalent with 3 years of office experience or a Bachelor's degree.
• Healthcare experience preferred.
• Strong Microsoft Office and records management skills.

Responsibilities

• Provide coverage of the Provider Network Helpdesk by phone.
• Guide providers through credentialing during network expansion.
• Assist providers in navigating the EHR and other portals.
• Respond to information requests in writing and by email.
• Maintain provider listings and insurance tracking data.
• Document work to meet oversight agency expectations.
• Screen and route materials; provide receptionist duties.
• Monitor and respond to department emails.

Skills

Record-keeping

Records maintenance

Microsoft Office

Grammar & writing

Organizing

Education

High School diploma or equivalent

Bachelor’s degree in Business or related field

Tools

NCTracks

Job description

The Provider Support Line Specialist handles calls from providers and answers questions about joining the network, contracts, enrollment, billing, member information, navigating the EHR, claims submissions, authorization requests, onboarding into our network, troubleshooting various technology platforms, and NCTracks

The Provider Helpdesk is open Monday through Saturday 7AM to 6:30PM, Employee schedules may vary to cover the Helpdesk and will include working holidays.

Responsibilities & Duties

Provide coverage of the Provider Network Helpdesk phone within Department expectations

• Guide providers through process of initiating credentialing during times of network expansion
• Assist providers in navigating the EHR and other portal platforms
• Respond to requests for information in writing and over email
• Assist providers in navigating the provider handbook, the Alliance website, forms lists, and other resources
• Assist providers by troubleshooting basic IT issues, including resetting and changing passwords
• Assist providers in navigating NCTracks
• Respond to question regarding claims and UM requirements
• Conduct research across agency procedures, software, and agency contacts to correctly respond to complex provider questions
• Identify and report trends of requests/communications that come through the Helpdesk and communicate information to Supervisor
• Contact Providers regarding use of EHR calendar, and maintaining the agency listing

Maintain departmental resources and provide administrative support

• Assist in maintaining list of provider specialties
• Maintain departmental Agency Listing to include basic information on physical health, behavioral health, IPRS, Spanish-Speaking, crisis, and enhanced-service providers
• Maintain Insurance tracking database, current availability, and contract status of providers
• Document work in supported software to meet expectations of oversight agencies
• Screen and route materials
• Provide receptionist and telephone services
• Proofread documents as requested
• Monitor and complete tasks related to incoming emails in the department inbox.

Knowledge, Skills, & Abilities

• Knowledge of computerized record-keeping techniques
• Knowledge of and experience with records, reports and file maintenance.
• Proficient with Microsoft Office suite
• Proficient with grammar, spelling, punctuation and vocabulary
• Skilled at organizing work to meet schedules and timelines
• Ability to read, interpret and disseminate information regarding state laws, rules, regulations and policies related to enrollment
• Ability to communicate effectively both in oral and written form
• Ability to understand and follow oral and written directions
• Ability to exercise tact and discretion in working with confidential or sensitive information
• Ability to work independently with little direction
• Ability to establish and maintain effective working relationships with others
• Ability to analyze situations accurately and adopt an effective course of action

Minimum Education & Experience

High School diploma or equivalent and three (3) years of office experience;

or

Bachelor’s degree in Business or a closely related field

Preferred:

Healthcare experience preferred.

Salary Range

$23.36 -$29.78/Hourly

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility

Education

Required

• High School or better in General Studies

Skills

Required

• Communication
• Customer Service
• Microsoft Office
• Organizing

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.