Description

The Provider Network Specialist (PNS) is responsible for establishing and nurturing relationships with healthcare providers to guarantee a strong and comprehensive digital provider network. This PNS will be an integral member of the Provider Network Management (PNM) team by performing network adequacy activities including in-app provider configurations, data analysis, and handling incident and support tickets related to the provider network.

The PNS collaborates closely with internal stakeholders, healthcare practices, technical partners, and their EHR vendors. Effectively, the PNS acts as a critical liaison between the WellHive network, the internal project team, and healthcare providers, ensuring high network adequacy.

Duties and Responsibilities

• Offers customized appointment scheduling support to healthcare providers, addressing their individual needs to increase successful network bookings, reduce conflicts, optimize time, and improve overall healthcare network efficiency.

• Collaborates alongside Provider Network Sales, Project Managers, key provider stakeholders, vendor partners, and EHR vendors to optimize and maintain sufficient network coverage.

• Addressing provider network inquiries and requests related to the scheduling process and integration

• Monitors the provider network to ensure Data Quality requirements and KPIs are upheld

• Responsible for inbound incident ticket management and resolution in Service Now.  

• Generates and updates documentation, manages issue tracking tickets, and adheres to established procedural guidelines.

• Facilitates successful provider bookings by overseeing data and coordinating with essential provider and vendor contacts.

• Enhancing workflows and driving efficiency through the implementation of technological solutions and process improvements.

• Ensures accurate and high-quality data management within the CRM and WellHive application.

Key Skills and Abilities

• Proven experience managing customer relationships within the healthcare industry.

• Strong understanding of HIPAA and healthcare regulatory compliance, particularly concerning Electronic Health Record (EHR) and Electronic Medical Record (EMR) systems.

• Exceptional interpersonal and communication skills, enabling effective interaction with both internal and external stakeholders.

• Ability to analyze network data, pinpoint gaps, and propose solutions for improvement.

• Highly organized with excellent time management skills, capable of handling multiple tasks and deadlines independently.

• Demonstrated negotiation and conflict resolution skills, particularly in high-pressure situations.

• Ability to effectively communicate with cross-functional teams and all organizational levels, including IT executives, business managers, and clinical/technical staff.

• Proficiency in utilizing relevant provider data management and communication software and systems.

Preferences

• Bachelor's Degree (preferred) or comparable professional experience.

• Required: 2-4 years of experience as a Network Specialist or in a related project coordination capacity.