Provider Support Manager

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:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Provider Support Manager we are looking for:

The Manager of Provider Support reports to the Director of Operations and is responsible for ensuring the department functions efficiently. This department communicates with providers and their staff via phone, email, and chat to exchange information, address their concerns, and ensure compliance with policies and procedures. The Manager should offer support to team members by monitoring their progress, clarifying expectations, answering their questions, and providing ongoing coaching opportunities. The Manager should be analytical, supportive, and available to assist the Provider Support Team and other departments.

As a Manager of Provider Support, you will:

• Understand providers' unique integration and configurations with HFD.

• Respond timely to providers' inquiries and needs.

• Provide staff with assistance in performing complex duties and provide effective leadership, coaching, and mentoring of staff to identify and implement opportunities for improvement in processes.

• Analyze information and evaluate results to choose the best solution and solve problems.

• Help create an environment for knowledge transfer and cross-training.

• Ensure all team members have a thorough understanding of all HFD policies and procedures.

• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

• Establish a high standard for productivity and quality, as well as define user guidelines.

• Meet weekly with direct reports for performance metrics review and professional development and report weekly to supervisor detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.

• Act as a liaison in developing strong working relationships for consistent improvement of functions; attend regularly scheduled meetings with other managers on the Operations Team.

• Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.

• Identify trends and escalate issues to Director timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.

• Act as a liaison with technology department and effectively communicate department issues.

• Maintain up to date knowledge of Provider Support Management.

• Assist with the creation of training material for new hires and Assist in the development of department KPIs.

• Maintain the highest level of quality and collaboration with every interaction.

• Know when to escalate issues to leadership and when to bring other subject matter experts in.

• Ensure work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedures (SOP) guidelines.

• Additional responsibilities as needed.

Requirements

• High school diploma or equivalent?

• 4+ years of management experience

• Related practice experience ?

• Customer service experience?

• Excellent communication, interpersonal, and problem-solving skills

Benefits:

• Medical, Dental, Vision Insurance

• 401k with 3% company match.

• Time off: Unlimited PTO, 6 days of paid sick time, plus 6 paid holidays.

• EPIC company culture