Provider Support Specialist (Remote)

About the Role

tango is a leader in the home health management industry and is preparing for significant growth. The mission is to deliver innovative, home-based, post-acute solutions through proprietary technology and proven processes. The organization partners with health plans to provide a comprehensive suite of products and services designed to manage the total cost of care.

Position Summary

The Provider Support Specialist is responsible for managing, triaging, and resolving inquiries and issues submitted through the organization's ticketing and chat systems. This role ensures timely communication, accurate issue resolution, and strong collaboration across internal teams and external stakeholders. The Specialist acts as the first point of contact for providers, delivering exceptional support and maintaining high service standards.

Responsibilities

• Perform high levels of critical thinking to investigate and triage difficult inquiries.
• Maintain KPI expectations for efficient resolutions.
• Manage and resolve provider inquiries through the centralized ticketing system, ensure timely, accurate, and solution focused and professional communication.
• Manage Chat functions to provide real-time support and issue resolution.
• Facilitate provider onboarding portal setup and activation to ensure a seamless transition into tango systems.
• Support and execute health plan initiatives, including targeted outreach campaigns, education, and accountability to enhance the provider experience.

Qualifications

• Associate degree in healthcare administration, business, or related field preferred (or equivalent relevant experience).
• Experience in Home Health Operations and provider ticking platforms preferred.

Skills

• Basic knowledge of IT support.
• Strong interpersonal, verbal, and written communication skills with a customer-centric approach.
• Advanced problem-solving and analytical skills with the ability to triage and resolve escalated issues efficiently.
• Exceptional organizational skills; adept at managing multiple priorities and deadlines.
• Proven ability to manage provider-facing responsibilities in a fast-paced, service-driven environment.