Sr Provider Support Specialist
About the role
Accountabilities
Serve as the senior escalation point for complex, non-routine, or unresolved provider questions and requests, taking ownership until a clear resolution is delivered.
Coordinate with credentialing, licensing, clinical leadership, quality, IT, scheduling, customer success, and other internal teams to drive issues to resolution rather than simply transferring requests.
Work independently across end-to-end provider support workflows, escalating only genuine exceptions or situations requiring policy-level decisions.
Use established policies and sound judgment to tailor responses when standard guidance does not fully address a provider's situation.
Act as a subject-matter expert on provider workflows, internal systems, ownership structures, and escalation paths.
Analyze recurring questions and escalations to identify root causes, reduce repeat requests, and improve routing accuracy.
Contribute to the development and refinement of runbooks, response guides, training resources, and provider support processes.
Mentor Provider Support Specialists I and II by providing ongoing guidance, coaching, and real-time support.
Maintain operational coverage during assigned evening and weekend hours in CST, as well as scheduled holiday and escalation coverage.
Uphold compliance, quality, and operational standards when resolving provider issues, including situations where there is pressure to prioritize speed over established requirements.
3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support environment; telehealth experience is preferred.
Bachelor's degree in Healthcare Administration, Business Administration, Health Services Management, or a related discipline, or equivalent professional experience.
Demonstrated subject-matter expertise in provider-facing operational support, with the ability to independently resolve complex situations when standard answers are insufficient.
Strong understanding of clinical operations and how functions such as credentialing, licensing, onboarding, scheduling, quality, and technology interact.
Proven ability to work autonomously across complex workflows while distinguishing genuine exceptions from issues that can be resolved through existing processes.
Experience identifying patterns across support requests and implementing improvements that reduce errors, repeat questions, or misrouted escalations.
Demonstrated ability to mentor peers and improve the quality and consistency of team performance.
Strong written and verbal communication skills, particularly when communicating with healthcare providers and documenting processes for internal teams.
Sound judgment and the confidence to maintain compliance and quality standards when operational circumstances create pressure for faster resolutions.
Proficiency with Google Workspace, Slack, ticketing platforms such as Zoho Desk, EMR platforms such as Healthie, Okta, and Confluence.
Experience supporting a multi-state, contracted 1099 provider network is a strong advantage.
Willingness to participate in assigned evening, weekend, holiday, and escalation coverage.
Fully remote work opportunity within the United States.
Opportunity to work in a provider-facing healthcare operations role with meaningful cross-functional exposure.
Flat organizational structure that encourages autonomy, ownership, and the ability to contribute ideas.
Collaborative environment centered on autonomy, competence, and belonging.
Opportunities to mentor colleagues and contribute to operational and process improvements.
Exposure to multi-state provider operations, telehealth workflows, and healthcare technology systems.
Scheduled operational coverage opportunities across evenings, weekends, holidays, and escalations.
Compensation and additional benefits are determined according to the applicable employment package.
Requirements
Benefits