Sr Provider Support Specialist

Role overview Senior role on a Medical Operations organization supporting a telehealth provider network that operates across multiple U.S. states. The position serves as the senior escalation point inside the Provider Support team, owning complex and non-routine provider questions end-to-end and driving cross-functional resolution rather than handing tickets off.

Responsibilities - Act as the senior escalation point, taking provider questions and requests that are complex, non-routine, or unresolved at lower tiers, and owning them through to resolution. - Coordinate across Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success to drive action on each escalation. - Operate autonomously across all provider support workflows, engaging leadership only on true exceptions or policy change decisions. - Tailor responses within established policy when standard answers do not fit a provider's situation. - Serve as the team's subject-matter expert on provider workflows, systems, internal ownership, and escalation paths. - Identify patterns across provider questions and escalations, perform root-cause analysis, and propose fixes that reduce repeat volume and misrouted requests. - Help refine provider support processes and contribute to runbooks, response guides, and training materials. - Mentor Provider Support Specialists I and II with real-time guidance. - Provide operational coverage during assigned evening and weekend hours (CST) and participate in scheduled holiday and escalation coverage.

Requirements - 3–5 years of experience in provider support, healthcare operations, clinical operations support, or a comparable support function, with telehealth experience preferred. - Bachelor's degree in Healthcare Administration, Business Administration, Health Services Management, or a related field, or equivalent experience. - Recognized subject-matter expertise in provider-facing operational support and full autonomy across end-to-end workflows. - Strong working knowledge of how a clinical operation is organized, including credentialing, licensing, onboarding, scheduling, quality, and technology ownership. - Demonstrated ability to spot patterns across individual requests and drive measurable reductions in errors, repeat questions, or misrouted escalations. - Clear written communication for both providers and internal partners, including process documentation. - Proficiency with Google Workspace, Slack, ticketing systems (e.g., Zoho Desk), EMR platforms (e.g., Healthie), Okta, and Confluence. - Comfort holding the line on compliance and quality under pressure for a faster answer.

Nice to have - Experience supporting a multi-state, contracted (1099) provider network. - Prior mentoring of peers with a consistent track record of raising team quality.

Benefits and work setup Operates within a relatively flat organizational structure that encourages team members to bring ideas forward, supported by stated values of autonomy, competence, and belonging. The role includes scheduled evening and weekend hours in Central Time, plus holiday and escalation coverage rotations.