Salary Range: $17.05 To $20.24 Hourly
Pearl Interactive Network is seeking to hire a Remote Provider Support Advocate.
The Provider Support Advocate is responsible for providing a broad range of customer and provider experience lifecycle management support services. This includes but is not limited to bi-directional provider support services; tracking of provider interactions; ticket support; providing technical direction and oversight; reporting, and data sharing; and improving business workflow and processes for the PRF in alignment with HRSA’s strategic goals and objectives.
Pearl offers a Competitive Compensation and Benefits package to include:
- Hourly rate plus additional Health and Wellness Benefits
- Medical, Dental, Vision, and Life Insurance
- Paid time off, Paid holidays
- 401K eligibility
- Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
Operating Hours: 9 am - 9 pm EST, Monday - Friday
Preferred Location(s): GA, TX
Technical Equipment, and Remote Office Requirements:
- Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
- Ethernet cable access. Wi-Fi-only connectivity is prohibited.
- Private and secure workspace within your home. Away from noise and distractions.
- Computer equipment, monitor(s), and headset provided.
Job Duties:
- Receive approximately 5000 provider inquiries per month from designated frontline staff involved in HRSA’s PRF, as needed.
- Check provider status within a reporting or application system, as needed.
- Analyze PRF information to draft general responses to incoming questions, as needed.
- Respond to provider inquiries using a unified platform for effortless digital customer service such as Salesforce for customer relationship management, as needed.
- Conduct outreach surveys to maintain a high level of provider service and satisfaction through good communication and relationships with providers, as needed.
- Handle approximately 35 percent of calls from providers with concerns, or disputes, or may request to speak with a supervisor about their case, as needed.
- Rapidly respond to provider inquiries with accurate information and anticipate customer needs as the PRF evolves.
- Proactively track provider interactions from beginning to end to improve case management workflow and provider engagement.
- Perform content and knowledge management, relationship management, and customer satisfaction surveys that empower staff to resolve problems and create a lasting impact on the customer experience.
- Respond to complicated policy or technical issues, or complicated compliance issues, as needed.
- Acknowledge payment-related inquiries on returns, as needed.
- Answer to partial payments and payment adjustments.
- Perform potential future recoupment activities and audit support.
- Carry out fraud risk management activities.
- Verify/update provider information, and gather and organize missing information on different provider types.
- Respond to a variety of general and specific provider inquiries, including receipts of incoming calls on complex inquiries. forwarded from HRSA’s frontline staff. The call volume is highly variable based on future PRF activities.
- Handle a host of pre- and post-payment activities with varying complexities. These inquiries shall be on a multitude of topics including but not limited to application status, eligibility inquiry, attestation inquiry/issue, pre-/post-payment status/disputes, check-related inquiry, check payment received/provider will not cash, underpayment, overpayment, returning funds, revenue submission malfunction, payment integrity-related inquiry, other general inquiries.
Job Requirements:
- High school diploma, GED, or equivalent education required
- Minimum 1-5 years of customer service and/or financial products for service experience required
- Bilingual (Spanish) preferred
- Candidates with previous government clearance preferred
- Participate in training and receive certification that all required modules received a passing score
- General knowledge of government programs
- Receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers
- Familiarity with CRC or CRM contractor computer systems
- Must be able to type a minimum of 20 WPM, 30 WPM preferred
- Effectively work within established contractual turnaround times required
Physical Requirements:
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Background/Suitability Check, Drug Screening, and Skills Assessments Required
Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
