Provider Service Center Associate - Medical Group Shared Services, Ambulatory Clinical Support - Days

Schedule

40 hours/week

Monday - Friday

Hours Worked: 8:00a-4:30p OR 8:30a-5:00p, depending upon rotation

Office hours are 8:00a - 5:00p.

General Summary

Provides superior customer service as the first point of contact to physicians and advance practice practitioners via the Provider Service Center. Answers questions and provides guidance and support. Fosters teamwork and practices fiscal responsibility through improvement and innovation in expanding the organizations mission, vision, and values.

Duties and Responsibilities

Essential Functions:

• Provides superior customer service to all individuals reaching out to the Provider Service Center for assistance.
• Utilizes Best Practices during every interaction to ensure superior service.
• Offers multiple ways individuals can connect for assistance such as phone call, email, chat, other.
• Provides timely follow-up to inquiries.
• Provides technical solutions at the end user level for multiple systems.
• Provides coaching support to end users for all self-service functionality related to LMS, Concur, HR, WFM, Payroll solutions, as appropriate.
• Answers questions and provides guidance related to Credentialing/Contracting process, Human Resources (HR), Continuing Medical Education, Payroll, and Travel logistics and reimbursements.
• Guides end users through self-service tasks and provides education.
• Transfers escalated needs to appropriate functional area in a timely manner.
• Provides a warm transfer to ensure the best possible experience for the individual that needs assistance.
• Provides service recovery when needed, help identify and resolve concerns.
• Supports department projects and participates in work teams as assigned.

Common Expectations:

• Attends all department education sessions and LMS (Learning Management System) required courses.
• Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Associates Degree Preferred

Work Experience:

• 2 years Relevant experience. Required
• Customer service/call center previous experience. Preferred

Knowledge, Skills, and Abilities:

• Microsoft Office.
• Attention to detail.
• Conflict resolution skills.
• Communications/interpersonal skills.
• Multi-tasking via different systems continuously.
• Critical thinking skills.
• Mental stamina for a high-volume service center.
• Individual and teamwork skills with agility to fluctuate between both fluidly.