Provider Support Analyst Sr at QTC Management, Inc. in San Antonio, Texas

Job Description:

Job Summary:

Responsible for answering, processing and documenting all calls from providers. Acts as service liaison between the provider and internal operational staff, and delivers exceptional provider support at all touch points.  Conduct consistent evaluation of provider workflow at every interaction with provider in order to increase provider retention rates and ability to complete expanded volumes of work by solving all possible provider workflow issues.  Initiates cross functionality across all QTC departments in order to provide streamline solutions and maximize provider satisfaction while performing highly technical support in the QTC call distribution system for providers released for full utilization (A1). 

 

Essential Duties and Responsibilities:

• Responsible for triaging, evaluating and resolving all provider requests utilizing approved best practice workflows and providing highly effective customer service.   

• Participate in the development and implementation of strategic initiatives for provider efficiency, quality, and usability of the all QTC systems to enhance provider experience.

• Analyze, communicate, and escalate status on direct issues to the management team for provider success through proactive resolution. 

• Initiate continuous process improvements and identify areas of opportunity for provider workflow enhancements and customer service.

• Through the use of process improvement methodologies, assist in translation of provider business and workflow requirements into efficiency enhancements while working real time with providers.

• Partner with internal department resources to coordinate process and technology changes to support provider needs.

• Continually lead and train providers through software/system functionality while assisting in process improvement activities with providers. 

• Participate in analysis, planning, evaluating, and testing of web based and desktop applications through collaboration through user design specifications related to provider workflow efficiency. 

• Responsible for reviewing and providing provider feedback on requirements and technical applications 

• Perform other duties and responsibilities as assigned

 

Competencies: 

• Ability to work independently, take initiative and be self-motivated

• Ability to manage competing priorities with a sense of urgency

• Strong communication skills, both verbal and written for internal and external customers

• Possess excellent organizational and follow up skills, with a strong attention to detail

• Strong computer and web based application skills 

• Adaptive ability to modify training style to effectively train providers

• Proficient with MS Office 

• Advanced data entry and typing skills

• Strong knowledge of administrative processes

• Effective critical thinking and problem solving skills to effectively resolve calls in a one call scenario

• Strong customer service skills

 

Education and/or Experience: (includes certificate & licenses) 

• High School diploma, or equivalent (GED) required, Bachelor’s degree highly desired

• 1-3 years prior QTC experience, highly desired

• Vocational training in specific aspects of job functions and/or demonstrated ability to perform assigned 

Tasks, preferably in a medical related area of study (i.e. LVN, LPN, EMT, MA, Military Medic, etc.). 

• Medical background and experience reviewing medical reports 

• Direct healthcare experience in medical case management quality assurance to include the review of complex multi-focal medical reports for quality, clarity, thoroughness and insightful medical explanation

• Weekend, overtime and shift work may be required

• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

 

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time. 

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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