Healthcare Provider Support Specialist

1 week ago


Springfield, Massachusetts, United States Health New England Full time
Job Summary

As a Provider Support Representative, you will play a critical role in ensuring the success of the Provider Experience team by delivering exceptional support to healthcare providers. This includes championing a customer-focused culture, leveraging Health New England's relationships and systems, and actively pursuing effective and efficient operations.

Key Responsibilities
  • Champion a customer-focused culture to deepen client relationships and leverage broader Health New England's relationships, systems, and knowledge.
  • Understand how Health New England's culture and the CX Promise should be considered in day-to-day activities and decisions.
  • Actively pursue effective and efficient operations of their respective areas in accordance with Health New England's Values, its Code of Conduct, and the Associate Handbook.
  • Accepts inbound calls and email inquiries/requests from providers and responds according to the processes, procedures, and decision matrices referenced in the team training.
  • Employs the on-line resources to ensure that consistent and accurate information is relayed to providers with regard to inquiries and requests etc.
  • Researches low to medium complexity issues using established protocols and communicates to providers using approved media and standards.
  • Follows the established processes and procedures for addressing or reassigning provider inquiries, requests, or grievances including: root cause determination, standard and non-standard resolution options, expected timelines for resolution, and provider communication protocols.
  • Identifies escalated issues and leverages the Provider Support team as well as other HNE functional areas to diffuse situations.
  • Documents interactions, resolution, or reassignment of issues in the established repository tools and within the established standards and timeframes.


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