EAP Provider Relations Coordinator Remote U.S

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for an EAP Provider Relations Coordinator - Full-time (Remote U.S.) to join our growing team.

Job Summary:

• The role of Provider Relations Coordinator holds a crucial position within the organization, maintaining vital relationships with network providers to mold our path to success. Functioning as a vital liaison, this role actively contributes to recruitment endeavors and guarantees smooth communication between our team and providers. Attention to detail and adept multitasking skills stands as indispensable pillars, reinforcing our unwavering commitment to excellence in healthcare services.

Responsibilities:

• Systematically track and document provider responses, assessing geographical coverage by percentage.
• Demonstrate expertise in articulating the Acentra Health credentialing process, providing comprehensive information, and addressing queries from potential providers regarding credentialing documents.
• Collaborate seamlessly with the Credentialing department to ensure accurate and timely completion of all credentialing documents.
• Drive recruitment and retention efforts for practitioners and provider organizations.
• Efficiently manage data entry tasks related to network information and contribute administrative support to the Credentialing department.
• Serve as a liaison for resolving practitioner/provider issues.
• Closely monitor network access to gauge and enhance accessibility.
• Generate reports pertaining to the network and ensure their accuracy and relevance.
• Respond promptly to appointment setting requests from EAP Consultants, coordinating with network providers to determine availability for new clients, communicating essential information to providers, and confirming appointments with clients.
• Efficiently manage incoming calls from network providers, addressing inquiries related to client benefits, procedures, paperwork, payments, and other questions.
• Proactively manage the phone queue, responding to inquiries and following up on provider inquiries left in the voicemail box according to established workflows.
• Maintain precise Provider records in the database by diligently entering all calls, case updates, requests, and referrals accepted by clients, following Acentra Health policies.
• Enter referrals provided to clients by Acentra Health partners into the database as part of a customer service email distribution list.
• Other duties assigned to help internal and external customers achieve EAP departmental goals.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

The above list of responsibilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Required Qualifications /

Experience:

• Education: A minimum of a High School Diploma OR GED equivalent.
• Customer Service
  
  Skills:
  
  2+ years of excellent customer service skills, in a coordinator role, preferably within the healthcare industry.
• Technical
  
  Skills:
  
  Intermediate proficiency with Microsoft Office Word, Excel, and proficiency with PowerPoint, Outlook, Teams, and SharePoint and other applications (e.g., Salesforce, Genesys).

Preferred Qualifications /

Experience:

• Education: Associate's Degree (or higher level of education).
• Typing and Data Entry: Proficient.
• Communication: Exceptional organizational, verbal, and written communication skills.
• Call Center experience: Competence working in a phone queue system.
• Negotiation and Customer Service: Strong abilities.
• Confidentiality: Capable of handling confidential business information and Protected Health Information (PHI) with discretion.
• Multitasking: Effective multitasking with the ability to manage several tasks simultaneously and meet deadlines.
• Problem-Solving: Strong analytical problem-solving skills.
• Attention to Detail: High attention to detail and organizational proficiency.
• People
  
  Skills:
  
  Excellent for effective teamwork.
• Reading and Interpretation: Proficient in reading and interpreting benefits and account information related to customized products.
• Decision-Making: Ability to problem-solve, exercise judgment, and make independent decisions.
• Work Ethic: Self-starter with a strong…