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

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<p><span>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</span></p> <p>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.</p> <p><strong>This position is full-time remote opportunity. The selected candidate must reside in North Carolina. </strong></p> <p><strong><span>Responsibilities & Duties</span></strong></p> <p><span>Provide coverage of the Provider Network Helpdesk phone within Department expectations</span></p> <ul> <li><span>Guide providers through process of initiating credentialing during times of network expansion</span><span><br></span></li> <li><span>Assist providers in navigating the EHR and other portal platforms</span><span><br></span></li> <li><span>Respond to requests for information in writing and over email</span><span><br></span></li> <li><span>Assist providers in navigating the provider handbook, the Alliance website, forms lists, and other resources</span><span><br></span></li> <li><span>Assist providers by troubleshooting basic IT issues, including resetting and changing passwords</span></li> <li><span>Assist providers in navigating NCTracks</span><span><br></span></li> <li><span>Respond to question regarding claims and UM requirements</span><span><br></span></li> <li><span>Conduct research across agency procedures, software, and agency contacts to correctly respond to complex provider questions</span><span><br></span></li> <li><span>Identify and report trends of requests/communications that come through the Helpdesk and communicate information to Supervisor</span><span><br></span></li> <li><span>Contact Providers regarding use of EHR calendar, and maintaining the agency listing</span></li> </ul> <p><span>Maintain departmental resources and provide administrative support</span></p> <ul> <li><span>Assist in maintaining list of provider specialties</span><span><br></span></li> <li><span>Maintain departmental Agency Listing to include basic information on physical health, behavioral health, IPRS, Spanish-Speaking, crisis, and enhanced-service providers</span><span><br></span></li> <li><span>Maintain Insurance tracking database, current availability, and contract status of providers</span><span><br></span></li> <li><span>Document work in supported software to meet expectations of oversight agencies</span><span><br></span></li> <li><span>Screen and route materials</span><span><br></span></li> <li><span>Provide receptionist and telephone services</span><span><br></span></li> <li><span>Proofread documents as requested</span><span><br></span></li> <li><span>Monitor and complete tasks related to incoming emails in the department inbox.</span></li> </ul> <p><strong>Knowledge, Skills, & Abilities</strong></p> <ul> <li>Knowledge of computerized record-keeping techniques</li> <li>Knowledge of and experience with records, reports and file maintenance.</li> <li>Proficient with Microsoft Office suite</li> <li>Proficient with grammar, spelling, punctuation and vocabulary</li> <li>Skilled at organizing work to meet schedules and timelines</li> <li>Ability to read, interpret and disseminate information regarding state  laws, rules, regulations and policies related to enrollment</li> <li>Ability to communicate effectively both in oral and written form</li> <li>Ability to understand and follow oral and written directions</li> <li>Ability to exercise tact and discretion in working with confidential or sensitive information</li> <li>Ability to work independently with little direction</li> <li>Ability to establish and maintain effective working relationships with others</li> <li>Ability to analyze situations accurately and adopt an effective course of action</li> </ul> <p><strong>Minimum Education & Experience</strong></p> <p>High School diploma or equivalent and three (3) years of office experience; </p> <p>or </p> <p>Bachelor’s degree in Business or a closely related field</p> <p><strong>Preferred:</strong></p> <p>Healthcare experience preferred.</p> <p><strong>Salary Range</strong></p> <p><span>$22.90</span><span> -$</span><span>29.19/hourly</span></p> <p><strong>Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.</strong><span> </span></p> <p><em>An excellent fringe benefit package accompanies the salary, which includes:<span> </span></em><em> </em></p> <ul> <li><em>Medical, Dental, Vision, Life, Long Term Disability</em></li> <li><em>Generous retirement savings plan</em></li> <li><em>Flexible work schedules including hybrid/remote options</em></li> <li><em>Paid time off including vacation, sick leave, holiday, management leave</em></li> <li><em>Dress flexibility</em></li> </ul> <p> </p> <p> </p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...