Job Title: Provider Relations Technician (India)

Reports to: Provider Success Manager

This role provides frontline reactive end user support in a service desk/customer service environment to assist external providers in using our proprietary systems and mobile applications through verbal and electronic communications. The primary focus of this role is to act as an intake for external user’s support requests with a customer centric mindset.

Duties/Responsibilities:

· Provides triage and subsequent resolution of externally submitted support requests generated within a timely manner in support of all Division’s providers.

· Reviews and approves compliance documentation submitted by providers while providing actionable feedback to denied documents.

· Answers Provider Support Service Desk telephone calls and logs incidents into the ticketing system for further escalation as needed.

· Monitors, tracks, and follows up on Provider Support service requests, working with other support staff to ensure timely responses and resolutions.

· Demonstrates strong problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues.

· Establishes priorities and refers unresolved issues to appropriate escalation points.

· Meeting and exceeding service support KPIs set by management.

Required Skills/Abilities:

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Professional and pleasant telephone manner.

· Demonstrated ability to follow flowchart process.

· Ability to explain technical issues to technical and nontechnical customers.

· Demonstrated ability in relation to customer service technology and systems.

· Strong analytical and problem-solving skills.

· Proficient with Microsoft Office Suite or related software.

Education and Experience: