Best Practices, Clinical Support, Coaching, Customer Support/Service, Help Desk, Human Resources, Learning Management System (LMS), Logistics, People Management, Reimbursement, Time Management, Training/Teaching
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.