Practice Support Specialist

This position requires you to live and work within 60 miles of an HCA Healthcare Hospital (locations include FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA).

About the role

The Practice Support Specialist handles inquiries from Physician Service Group (PSG) Practices, reviews account information, takes appropriate actions to resolve inquiries, and enters actions into the appropriate system. This role provides resolution for calls, emails, tickets, and service requests created by Practices and Patient Support, with regular contact and outreach to practice users. The Specialist offers technical and job aid support for practice management systems via phone and screen share, identifies gaps in user knowledge, and provides system training as needed. The role involves detailed analysis of patient accounts to ensure accurate and timely resolution of inquiries, with proper documentation in required applications. If a request cannot be resolved by practice support, the Specialist routes tickets following a ticket routing knowledgebase.

Responsibilities

• Receive incoming calls, emails, and other electronic inquiries from PSG Physician Practices.
• Assess the needs of end users to ensure they understand actions needed to resolve patient account issues.
• Research, interpret, explain, and apply information from training materials, including processes, policies, and procedures.
• Complete research to appropriately root cause and respond to customer inquiries, requests, issues, and complaints in accordance with department policies.
• Create and modify basic ad-hoc reports using standard reporting tools for supported platforms.
• Follow up with other support staff, service resources, and departments to ensure issues are resolved and requests are fulfilled.
• Document inquiries and actions taken into the appropriate system.
• Educate Practices on Physician Practice Management software, Physician Support Center (PSC), and PSG processes, policies, and procedures.
• Maintain an in-depth understanding of best practices for operational workflows to support practice users.
• Maintain working knowledge of workflows, systems, and tools used at the Practices.
• Create a positive experience and build strong relationships through deep problem understanding, timely resolution or escalation, and professional communication.
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
• Meet and maintain established departmental performance metrics for production and quality.
• Demonstrate system knowledge of EPIC, Meditech, Cerner, eCW, Experity, and other revenue cycle systems such as OnBase, Patient Keeper, eDPR, and Artiva.
• Communicate and escalate issues to team leads to address them promptly and effectively.
• Clearly document and assign requests to supporting departments.

Requirements

• High school diploma or higher; technical certification(s) is a plus.
• Minimum one year of related healthcare experience, preferably in Physician Practices.
• Experience working in a contact center environment preferred.

Benefits

Parallon offers a total rewards package that supports the health, life, career, and retirement of colleagues. Available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health, and telemedicine services.
• Wellbeing support, including free counseling and referral services.
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection, and consumer discounts.

Note: Eligibility for benefits may vary by location.