What are the responsibilities and job description for the Provider Support Agent position at HFD?
Description
Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
Values In All That You Do? At HFD Our Core Purpose Is To Help The Underserved Live Healthier. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values
The Provider Support Department is responsible for communicating with providers and their personnel via phone, email, and chat to share information, respond directly to providers regarding issues or concerns, and monitor compliance with procedures and policies. Reporting to the Team Lead in Provider Support, Provider Support Agents should remain analytical, supportive, and prepared to act as a resource to our providers.
As a Provider Support Agent, You Will
Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
Values In All That You Do? At HFD Our Core Purpose Is To Help The Underserved Live Healthier. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values
- Excellence: Always exceeding expectations!
- Passionate: Executing with boldness!
- Innovative: Pioneering a better way!
- Collaborative: Together we win!
The Provider Support Department is responsible for communicating with providers and their personnel via phone, email, and chat to share information, respond directly to providers regarding issues or concerns, and monitor compliance with procedures and policies. Reporting to the Team Lead in Provider Support, Provider Support Agents should remain analytical, supportive, and prepared to act as a resource to our providers.
As a Provider Support Agent, You Will
- Understand providers’ unique integration and configurations with HFD and prepare for provider interactions by studying products, services, and Provider Support processes.
- Following standard operating procedures to contact providers via phone calls, chats, and emails and respond timely to providers’ inquiries and needs.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Assist Providers with troubleshooting and customer account origination issues.
- Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.
- Identify trends and escalate issues to Lead timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.
- Maintain up to date knowledge of Provider Support policies and procedures.
- Maintain the highest level of quality and collaboration with every interaction.
- Ensure work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedures (SOP) guidelines.
- Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.
- Additional responsibilities as needed.
- Related practice experience and/or?Customer service experience?
- Excellent communication, interpersonal, and problem-solving skills
- Ability to pay close attention to detail and be self-motivated.
- Proficient in Microsoft Office