Provider Experience Specialist Jobs

The Provider Experience Specialist’s primary focus is to triage complex provider issues for existing clients and integrate new clients with Zelis Payments’ ePay solution. The PES will be expected to track and prioritize open issues through to completion and manage implementation projects from kick-off call to go-live. In this role you will educate clients on the ZP product suite and partner workflows, develop a thorough understanding of the Zelis enrollment and 835-delivery process, and create provider hierarchies for Single-Sign-On. The PES will be expected to reach out to providers by phone and email to resolve escalated issues while delivering a ‘white glove’ service experience and then communicate outcomes to internal stakeholders. The PES will be expected to lead, and document weekly implementation calls to ensure all assigned project tasks remain on target.

Key Responsibilities

• Gather, analyze and document business and system requirements in a formalized manner
• Work with Information Technology (IT) Teams to analyze, monitor, and track innovative solutions and projects
• Own client relationship from sales execution through implementation and post go-live period
• Ability to analyze and troubleshoot technical issues and offer innovative solutions
• Support and influence Client focused strategic business decisions that impact the business
• Assist with troubleshooting high level problems from previously implemented clients through to resolution
• Project manage provider implementations and initiatives
• Maintain awareness of and ensure adherence to Zelis Payments standards regarding privacy
• Communicate to all levels on project status, deliverables, obstacles, milestones and impacts
• Document project plans, deliverables and expectations as well as outcomes
• Facilitate training to the Clients, staff and management
• Monitor and prioritize open requests submitted into Jira Service Management to ensure all are resolved in a timely manner

Professional Experience

• Thorough knowledge of company and departmental policies and procedures
• Computer proficiency and technical aptitude with the ability to utilize MS Office products
• Basic knowledge of EDI 835 and Electronic Remittance Advice (ERA) enrollment processes
• Basic project management concepts
• Basic SQL select statement knowledge beneficial
• Works on assignments that are complex in nature in which judgment and initiative are required in resolving problems
• Ability to lead complex projects, develop innovate solutions, execute a strategic plan and deliver superior results
• Comfortable joining multiple data sets and use of excel formulas
• This is a client facing position, so excellent customer service skills are required

Education

• Bachelor’s Degree or equivalent work experience
• Strong communication skills both written and verbal

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Zelis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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