Provider Relations Coordinator

Job Summary

The Provider Relations Coordinator is responsible for coordinating daily activities within CenCal Health including, but not limited to: primary agent on the Provider Relations call queue, managing multiple general email boxes, enrolling and maintaining the Provider Portal user accounts, supporting in updating the Provider Manual as needed, supporting the maintenance of the provider section of the CenCal Health website, including development and/or updating of documents used for trainings and more. This position will coordinate mailings, e-blasts, and announcements, support the Provider Relations team with incoming inquiries received via email or by phone and will ensure efficient coordination amongst the teams in the Provider Relations department and cross departmentally.

Duties and Responsibilities

This position is responsible for the following tasks:

• Primary agent on the Provider Relations call queue to support inquiries from provider partners for immediate assistance

• Coordinate the updating of the Provider section of the CenCal Health Website

• Coordinate Portal user enrollment for both contracted and non-contracted providers and maintain/update accounts as requested. This includes understanding of contract effective dates to ensure portal creation is timely

• Troubleshoot provider portal accounts and submit IT tickets if necessary

• Coordinate and review Provider Announcements and other mailings (letters, emails, faxes) to ensure professionalism, tone, and consistency of messaging

• Coordinate the publication of Provider Bulletins, training documents and brochures

• Participate in special projects and assignments as required

• Provides general customer service to contracted and non-contracted providers:

• Responsible for fielding of incoming calls on the Provider Relations phone line, checking and distributing voicemails and assuring prompt delivery to the proper party

• Responds and coordinates response to multiple email boxes including Provider Services, Webmaster and Provider Onboarding

• Documents interactions with providers in a timely fashion through case tracking

• Responsible for checking and distributing faxes assuring prompt delivery to the proper party

• Represents the Provider Relations Department with professionalism

• Assists in assigning secure Provider Portal accounts and troubleshooting website issues

• Educates and trains providers on the provider portal and answer website questions

• Maintains department policies & procedures pertinent to position. Completes other projects as required

• Coordinates general customer service to contracted and non-contracted providers

• Other duties as assigned

Qualifications

Knowledge/Skills/Abilities

• Must possess high energy, a positive attitude and customer service focus

• Must be detail orientated and able to prioritize assigned projects based on importance and deadlines

• Must be exceedingly well organized and disciplined and be an exceptional multi-tasker

• Excellent effective oral and written communication skills required

• Must have the ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, while remaining flexible, proactive and resourceful

• Strong problem-solving skills required

• Knowledge and proficiency in the operation of personal computers is required, including advanced skills in MS Office

• Experience with using a provider Portal preferred

• Requires general knowledge of standard office equipment

• Must have experience in business or technical writing with a strong skill in correct grammar

• Must be able to work full time

Education and Experience

• Bachelor's Degree preferred

• AA Degree or equivalent experience required

• Three to five (3-5) years' experience working in healthcare, Managed Care preferred

• Portal experience desired

• Three to five (3-5) years' experience in Customer Service

• Three to five (3-5) years' experience working with technical documentation in an administrative role is desired