Sr Provider Support Specialist

About the role

OpenLoop is seeking a Sr. Provider Support Specialist to join our Medical Operations team. In this senior role, you will be the escalation point for the Provider Support team — the person who takes the provider questions no one else can answer and makes sure they get resolved. This non-clinical, provider-facing role exists for one purpose: to support providers operationally.

Responsibilities

• Serve as the escalation point for the Provider Support team, taking provider questions and requests that are complex, non-routine, or unresolved at Levels I and II.
• Stay accountable for escalated provider requests until the provider has a resolution — coordinating with Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success, and driving those teams to act rather than handing off and closing the ticket.
• Operate autonomously across all provider support workflows, engaging your manager only for exceptions or decisions that require a policy change.
• Tailor responses within established policy when a standard answer does not fit the provider's situation.
• Act as the subject-matter expert for the team on provider workflows, systems, internal ownership, and escalation paths — the person who knows where a request actually needs to go.
• Identify patterns across provider questions and escalations, determine root cause, and propose fixes that reduce repeat volume and misrouted requests.
• Support refinement of provider support processes and contribute to runbooks, response guides, and training materials.
• Mentor Provider Support Specialists I and II consistently, providing real-time guidance.
• Provide operational coverage during assigned evening and weekend hours (CST) and participate in scheduled OpenLoop holiday and escalation coverage.
• Other duties as assigned.

Requirements

• 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support function (telehealth experience preferred).
• Bachelor's Degree in Healthcare Administration, Business Administration, Health Services Management, or a related field, or equivalent experience.

Qualifications

• Recognized subject-matter expertise in provider-facing operational support — the person others come to when the answer isn't obvious.
• Fully autonomous across end-to-end workflows; knows when a situation is a true exception versus a request to resolve.
• Demonstrated ability to see patterns across individual requests and initiate improvements that measurably reduce errors, repeat questions, or misrouted escalations.
• Consistent track record of mentoring peers and raising the quality of work around them.
• Strong working knowledge of how a clinical operation is organized — who owns credentialing, licensing, onboarding, scheduling, quality, and technology — so requests reach the right owner the first time.
• Comfortable holding the line on compliance and quality when there is pressure for a faster answer.

Skills

• Clear written communication for both providers and internal partners, including when documenting the process.
• Proficient with Google Workspace, Slack, ticketing systems (e.g., Zoho Desk), EMR platforms (e.g., Healthie), Okta, and Confluence.
• Experience supporting a multi-state, contracted (1099) provider network is a strong plus.