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

The Provider Support Line is open Monday through Saturday 7 AM to 6 PM. Employees are assigned a fixed schedule over the 40-hour work week. Employee schedules will include working holidays. 

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

This position is full-time remote. The selected candidate must reside in North Carolina and be willing to travel onsite to either the Morrisville office or Charlotte office for trainings; twice annually.

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 …