Service Support Analyst (Medicaid)

Summary:

Client is seeking a Service Support Analyst Provider Relations to serve as a key point of contact for healthcare providers, ensuring smooth onboarding, issue resolution, and ongoing support. This role requires a blend of health industry technical knowledge, provider engagement, and customer service experience to enhance user experience and maximize participation.

Key Responsibilities:

• Serve as the first point of contact for healthcare providers regarding questions about their connection.
• Assist in the onboarding and enrolment 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 Client 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).
• 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.