Service Support Analyst /Medicaid Provider Relations Specialist - REMOTE

Job Description:

***Corp to Corp Resumes are accepted.

We are seeking a NC HIEA Service Support Analyst Provider Relations to serve as a key point of contact for healthcare providers, ensuring smooth onboarding, issue resolution, and ongoing support for NC HealthConnex services. This role requires a blend of health industry technical knowledge, provider engagement, and customer service experience to enhance user experience and maximize participation in NC HealthConnex. This position will focus on supporting NC HealthConnex participants that provide medical services to NC Medicaid beneficiaries.

Key Responsibilities:

• Serve as the first point of contact for healthcare providers regarding questions about their connection to NC HealthConnex.
• Assist in the onboarding and enrollment of new provider organizations, ensuring successful integration with the health information exchange.
• Investigate provider-reported issues related to system access, connectivity, and interoperability.
• Collaborate with internal teams to escalate and resolve complex issues efficiently.
• Provide guidance to providers on NC HealthConnex functionality, best practices, and compliance requirements.
• Maintain and update support documentation.
• Monitor and track support requests, ensuring timely responses and resolutions.
• Identify trends and recurring provider issues, recommending process improvements or system enhancements.
• Support provider outreach and engagement initiatives to increase HIE adoption and utilization.

Qualifications and Experience

• Bachelor s degree in Healthcare Administration, Health Informatics, IT, or a related field (or equivalent experience).
• 1-3+ years of experience in a support, provider relations, or customer service role within healthcare, HIEs, or health IT.
• Familiarity with EHR systems and interoperability standards.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills to engage with healthcare providers and stakeholders.
• Ability to work independently, prioritize tasks, and manage multiple support tickets effectively.
• Experience with helpdesk/CRM/ticketing systems (e.g., ServiceNow, Jira, Salesforce) is a plus
• Knowledge of HIPAA, data privacy regulations, and healthcare compliance requirements.

Required Skills:

Ability to explain and interpret program information to clients/customers and staff

Working knowledge of Medicaid data collection and storage to compile, assimilate, and organize printed and electronic information

Experience working with Medicaid providers and/or health plans

Working knowledge of and ability to use correct spelling, punctuation, and specialized vocabulary

Ability to convey information and ideas through a variety of media to individuals or groups

Ability to adjust language or terminology to meet needs of the recipient(s)

Ability to present ideas in written form; ability to adjust language or terminology to meet needs of the recipient(s)

Ability to use correct grammar, organization, and structure

Ability to utilize office equipment and other technology (software and systems) to meet work needs

Proven experience with Microsoft Suite of Products and Adobe products

Ability to facilitate the flow of work and coordinate office support activities with other staff; ability to maintain internal and external contacts

Ability to understand issues, identify problems and opportunities to determine the appropriate course of action

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Job Description:

***Corp to Corp Resumes are accepted.

We are seeking a NC HIEA Service Support Analyst Provider Relations to serve as a key point of contact for healthcare providers, ensuring smooth onboarding, issue resolution, and ongoing support for NC HealthConnex services. This role requires a blend of health industry technical knowledge, provider engagement, and customer service experience to enhance user experience and maximize participation in NC HealthConnex. This position will focus on supporting NC HealthConnex participants that provide medical services to NC Medicaid beneficiaries.

Key Responsibilities:

• Serve as the first point of contact for healthcare providers regarding questions about their connection to NC HealthConnex.
• Assist in the onboarding and enrollment of new provider organizations, ensuring successful integration with the health information exchange.
• Investigate provider-reported issues related to system access, connectivity, and interoperability.
• Collaborate with internal teams to escalate and resolve complex issues efficiently.
• Provide guidance to providers on NC HealthConnex functionality, best practices, and compliance requirements.
• Maintain and update support documentation.
• Monitor and track support requests, ensuring timely responses and resolutions.
• Identify trends and recurring provider issues, recommending process improvements or system enhancements.
• Support provider outreach and engagement initiatives to increase HIE adoption and utilization.

Qualifications and Experience

• Bachelor s degree in Healthcare Administration, Health Informatics, IT, or a related field (or equivalent experience).
• 1-3+ years of experience in a support, provider relations, or customer service role within healthcare, HIEs, or health IT.
• Familiarity with EHR systems and interoperability standards.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills to engage with healthcare providers and stakeholders.
• Ability to work independently, prioritize tasks, and manage multiple support tickets effectively.
• Experience with helpdesk/CRM/ticketing systems (e.g., ServiceNow, Jira, Salesforce) is a plus
• Knowledge of HIPAA, data privacy regulations, and healthcare compliance requirements.

Required Skills:

Ability to explain and interpret program information to clients/customers and staff

Working knowledge of Medicaid data collection and storage to compile, assimilate, and organize printed and electronic information

Experience working with Medicaid providers and/or health plans

Working knowledge of and ability to use correct spelling, punctuation, and specialized vocabulary

Ability to convey information and ideas through a variety of media to individuals or groups

Ability to adjust language or terminology to meet needs of the recipient(s)

Ability to present ideas in written form; ability to adjust language or terminology to meet needs of the recipient(s)

Ability to use correct grammar, organization, and structure

Ability to utilize office equipment and other technology (software and systems) to meet work needs

Proven experience with Microsoft Suite of Products and Adobe products

Ability to facilitate the flow of work and coordinate office support activities with other staff; ability to maintain internal and external contacts

Ability to understand issues, identify problems and opportunities to determine the appropriate course of action

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.