Under the minimal supervision of the Contact Center Manager, the Practice Support Specialist primarily oversees and provides leadership and training for all back-end duties such as call center, referral, authorizations, coaching, and other advanced administrative duties, etc.

The Practice Support Specialist has oversight over his/her junior counterparts. The Practice Support Specialist serves as a resource for the entire department. With the guidance of the Contact Center Manager, the Practice Support Specialist initiates and participates in improvement efforts, which directly impact the practice. Performs other related duties as assigned.

• Three (3) years of previous related experience; skills, and extensive knowledgeof practices,

• One (1) year of supervisory or administrative lead experience in a large complex healthcare setting or call center setting.

• Experience working in a call center environment.

• Possess working knowledge of performance metrics.

• Experience in referrals and following specific scheduling protocols. Ability to register/schedule appointments by working between two systems.

• Proficient knowledge of computer programs to include Excel, PowerPoint, Graphs, Word, etc.

• Possess the skills and extensive knowledge of practices in an ambulatory setting.

• Extensive knowledge of medical insurance, authorization, and referral processes as well as institutional contract matrix and institutional processes.

• High-level customer service and teamwork.

• Experience in ambulatory practice call center environment.
• Epic.
• Bilingual in Spanish and English.

• Able to flex work hours, including overtime, weekends, and holidays if required for business needs.
• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.