What are the responsibilities and job description for the Provider Relations Intern position at Divisions Maintenance Group?
Title: Provider Relations Intern
Reports To: Provider Success Manager
Department: Revenue Operations
Location: Cincinnati, OH
Position Status: Hourly Non-Exempt
About DMG:
Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.
We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”
DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
Job Summary:
This role provides frontline support, with minimal supervision, in a service desk/customer service environment to assist external providers in the onboarding process and use of our proprietary software systems and mobile apps through verbal and electronic communications. The primary focus of this role is to act as an intake for external users support requests with a customer centric mindset in support of external and internal DMG customers.
What You'll Do:
- Provides triage and subsequent resolution of all external support service requests generated within a timely manner in support of all Divisions providers.
- Review compliance documents for account approval. This includes items such as: insurance, licenses, and more.
- Identifies and tracks frequent problems, trends, and patterns requiring support team assistance and work with Divisions Operations, Product, IT, and Marketing teams to discover core causes to eliminate root causes of support requests.
- Generates and maintains knowledge base articles of frequently reported issues for multiple audiences.
- Answers Provider Support Service Desk telephone calls and logs incidents into ticketing system for further escalation as needed.
- Monitors, tracks and follows-up on all Provider Support service requests, working with other support staff to ensure timely responses and resolutions.
- Demonstrates strong analytical and problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues.
- Establishes priorities and refers unresolved issues to appropriate escalation points.
- Meeting and exceeding KPIs set by management.
- Other duties as assigned by management.
What You Need:
- HS Diploma or GED required.
- Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, and Outlook (Embraces technology).
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent documentation skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Demonstrated ability in relation to information technology and systems.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
- Ability to manage the stress of a fast-paced environment.
- Ability to meet the in-person requirements of the team and/or business needs.
What You'll Get:
At DMG, you’ll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:
- Health, dental and vision coverage on day 1.
- Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
- Paid Primary and Secondary Caregiver leave.
- Employee Assistance Program to assist with everyday challenges.
- Paid time off to volunteer.
Divisions Maintenance Group is an equal opportunity employer.
