Provider Support Specialist

Tango a leading Post-Acute Management Services company that manages home health benefits for major insurance plans, is seeking a detail-oriented and self-motivated Provider Support Specialist. This individual will work under the Network Operations Manager to assist in provider onboarding, streamline workflows, and enhance the Pronet Connect portal. The Provider Support Specialist will focus primarily on our internal portal and issue resolutions for our providers. The Provider Support Specialist will review, triage, and resolve tickets and chats in real time submitted by the tango Network providers. In addition, the Network Operations Specialist will help to ensure the success of current and new providers within the tango network, assist in drafting formal provider communications, assist in managing provider relations email, facilitate provider surveys, and work with senior management to optimize workflows from credentialing approval to provider training. A process-driven mindset is essential for this role. This is an entry level administrative position that will build experience and skills around supporting our providers and enhancing provider engagement.

RESPONSIBILITIES

Essential functions of the job are listed below.  Other responsibilities may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure and/or geographic location.  Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

Primary Responsibilities

• • Address, resolve, and/or triage provider tickets via our provider portal ticketing system.
  • Handle chat interactions to provide real-time support and issue resolution to providers.
  • Collaborate intra-departmentally and inter-departmentally to ensure prompt resolution of provider issues.
  • Assist in the end-to-end provider onboarding process, including training, webinars, and strategic data analysis.
  • Communicate resolution status and updates to providers and internally in a timely manner.
  • Provide assistance in guidance and training internally and externally on the use of our provider portal and related tools.
  • Assist in coordinating formal provider communications to tango's Network, ensuring effective messaging for both payers and providers.
  • Assist in managing responses to provider inquiries promptly and effectively via the Provider Relations email box.
  • Communicate any provider-related issues to the direct Supervisor and Network team.
  • Identify and communicate process improvement opportunities, collaborating with cross-departmental teams and the direct Supervisor.
  • Maintain strict privacy and confidentiality standards in all interactions and tasks.
  • Perform various support duties for Network Operations as assigned by the direct Supervisor and required by the Network team.
  • Respond promptly to voicemail, email, and colleague requests.
  • Develop and document job aides, processes, and policies for internal platform configuration.

Additional Responsibilities

• • Additional duties may involve support in training new team members and collaborating with cross-departmental teams to ensure a smooth Provider Onboarding process. 

MINIMUM QUALIFICATIONS

The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position.  Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

Knowledge/ Experience

• • Equivalent to a high school diploma.
  • Proficient use of Microsoft Office and Adobe applications (Word, Excel, Powerpoint, etc).
  • Consistent and reliable WiFi.
  • Experience in healthcare (home health or credentialing a plus), or similar role, preferred but not required.

Skills / Abilities Pertinent to This Position

1. 1. Project Management:
      a.    Manage and coordinate end-to-end processes including onboarding, training, and communication.
      b.    Ensure timely completion of tasks with attention to detail.
   2. Communication Skills:
      a.    Exhibit strong written and verbal communication skills.
      b.    Draft formal communications, respond to inquiries promptly and professionally, and convey information clearly to providers, stakeholders, and internal teams. 
   3. Analytical Skills:
      a.    Analyze data, survey results, and key trends to identify insights and drive process improvements.
      b.    Use data to make informed decisions and enhance internal procedures. 
   4. Attention to Detail:
      a.    Ensure accuracy and completeness in managing provider data, documentation, and communication materials.
      b.    Pay attention to detail in troubleshooting issues and testing new features in the Provider Portal.
   5. Customer Service Orientation:
      a.    Deliver excellent customer service by responding to provider inquiries and managing relationships.
      b.    Ensure a positive experience for the network by empathizing, problem-solving, and providing effective solutions.
   6. Collaboration:
      a.    Collaborate effectively with cross-functional teams including the direct supervisor, network team, and other departments.
      b.    Identify process improvement opportunities and implement changes, demonstrating strong interpersonal skills, flexibility, and teamwork.
   7. Confidentiality:
      a.    Maintain privacy and confidentiality when handling sensitive provider information.
      b.    Ensure compliance with data protection regulations and ethical standards.
   8. Organizational Skills:
      a.    Manage multiple tasks, prioritize responsibilities, and meet deadlines efficiently.
      b.    Handle email and voicemail correspondence promptly and effectively.
   9. Technical Aptitude:
      a.    Demonstrate proficiency in using and troubleshooting software applications, particularly the Provider Portal and in-house automated systems.
      b.    Develop and document job aids, processes, and policies related to system configuration.
   10. Adaptability:
       a.    Adapt to changes in processes, technologies, and responsibilities in a dynamic work environment.
       b.    Embrace opportunities for learning new skills and professional growth.

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.