Provider Support Specialist

permanent
Fully Remote

Open to all applicants globally!

UCM Digital Health (UCM) is a leading innovator in the digital health space, founded in 2015 by emergency medicine providers with the vision that all care should begin digitally. Our mission is to put the patient first with a best-in-class digital experience backed by emergency medicine expertise. Our digital front door platform, integrated technology, and 24/7 telehealth treat, triage and care coordination seamlessly connect digital and physical healthcare for patients. We deliver the right care, at the right time and place, and at the right cost for our more than 2 million patients and over 600 clients and growing.

Our solution is designed to lower costs, improve outcomes and provide a better patient experience. More than a digital front door, UCM brings together clinical expertise, advanced technology, and compassionate care to offer powerful advantages for health plans, employers, patients and providers.

We are looking for candidates who share our mission to put the patient first and our values of honesty, compassion, inquisitiveness, fearlessness, accountability, and teamwork. If you have an entrepreneurial spirit, thrive in a fast paced environment, and are ready to contribute to a growing company, come join our team! This is a great opportunity to be part of changing the game in healthcare!

Position Summary:

UCM Digital Health has a terrific opportunity for a dynamic Provider Support Specialist (PSS) to join our team at a rapidly growing telehealth company. The PSS is responsible for scheduling medical staff to ensure sufficient coverage for all shifts across multiple platforms. The PSS also plays a critical role in supporting our Licensing and Credentialing Specialist (LCS) and arranging Provider hiring and onboarding. We are looking for someone who appreciates details, is a master of process improvement, and a subject matter expert on all things related to medical staffing, scheduling, and licensing and credentialing. An ideal candidate will have multiple years of experience generating, managing and updating master schedules while making adjustments as needed according to census fluctuations, call-outs, and pre-planned leaves of absence in addition to tracking and keeping up to date the medical licenses of large-scale clinical care teams, ideally across multiple states.

You should be someone who anticipates scheduling needs and can articulate the step-by-step of different states licensing/credentialing process and have a clear perspective on the common hiccups that applicants navigating this process could encounter and how to avoid them. The ability to diplomatically (yet firmly) encourage and cajole different stakeholders into timely action is a critical skill and both exceptional attention to detail and proactive communication are absolute must-haves for this position.

Position Objectives:

The Provider Support Specialist coordinates closely with operational and clinical leaders to identify where the company’s practice will be expanding and what actions need to be taken ahead of time to ensure adequate staffing for all shifts and eliminate any potential bottlenecks to market launch. The PSS will lead the coordination of the interview and onboarding process and is responsible for ensuring that each shift has the appropriate number of Providers working as well as Providers who are “on-call” in the event of a patient surge, utilizing computer software to prepare, change and update the master schedule, keeping medical staff, relevant leadership and potentially, clients, up to date on medical staff coverage. The PSS actively engages with team members and leadership regarding medical staffing vacancies in advance to ensure adequate coverage for all shifts. Similarly, the PSS partners with the Licensing and Credentialing Specialist (LCS) to maintain active status for all providers by successfully completing initial and subsequent licensing and credentialing packages as required by UCM Digital Health (and, if needed, for commercial payers, Medicare and Medicaid). The PSS helps ensure that our provider pool has all the appropriate licensing and credentialing for clinical practice across multiple states. The Provider Support Specialist role will entail maintaining a detailed database of the availability, certifications, licenses, and credentials of each provider in the UCM roster and will monitor the provider roster for gaps or potential expirations/renewals that need to be addressed through timely action and work with the clinical team to ensure that all appropriate documentation and requirements are completed and filed with the appropriate entities. Success in this position will depend greatly on exceptional project management, planning & coordination, process improvement, and attention to detail.

Summary of Responsibilities:

  • Develop Provider staff schedules allocating Providers to different platforms and shifts as needed; account for “on call” provider availability in the event of a patient surge
  • Continually track the progress against gaps in the schedule and required licensing and credentialing landscape and identify critical gaps or lack of progress that could pose a risk to the continuity of business operations and expansion
  • Proactively assist in the development of, and drive forward, an internal process(es) for scheduling multiple providers on a variety of platforms and completing and submitting applications/renewals and other required compliance-related documentation to appropriate entities with minimal defects/delays and maximum efficiency
  • Lead the coordination and communication around the Provider interview, hiring and onboarding processes. Schedules Provider candidate interviews with appropriate UCM Team members and keep leadership aware of the hiring pipeline.
  • Prepare and submit medical staff operations and productivity reports; provide accurate and timely reports related to provider staffing, vacancies, agency use or other topics as assigned; regularly report out to clinical operational teams and leadership on status of 1) Provider schedule and anticipated vacancies with solutions for coverage 2) in-flight applications and actions that need to be taken
  • Review requests for paid time off (PTO), medical, military and and other forms of leave military leave
  • Utilizing established Standards, and federal and state regulatory requirements: apply for and renew (annually) all provider licenses and credential new providers and re-credential current providers
  • Maintain individual provider files and an internal provider grid to ensure all information is accurate and logins are available (NPI, license #, etc.)
  • Update each provider’s CAQH database file timely according to the schedule published by CMS; maintain accurate provider profiles on CAQH and CMS databases
  • Coordinate with staffing/recruiting agencies and with external licensing and credentialing vendor
  • Maintain knowledge of current regulatory requirements for medical credentialing and alert leadership of key changes and required actions
  • Complete credentialing applications to add providers to commercial payers, Medicare, and Medicaid as needed
  • Other duties as assigned by management team
  • Adhere to all corporate Information Security policies and procedures.
  • Identify any breaches or potential breaches of corporate Information Security standards and communicate those to appropriate individuals.
  • Maintain integrity, availability, and confidentiality of all PHI.
  • Adhere to HIPAA standards for information security, privacy, and confidentiality

Core Competencies:

• Knowledge of provider scheduling, licensing & credentialing and their direct impact on the company’s revenue cycle

• Excellent computer/database skills and expertise in scheduling software

• Detail oriented with above average organizational skills

• Plans and prioritizes to meet deadlines

• Excellent customer service skills; communicates clearly and effectively

  • Ability to manage competing demands, prioritize tasks and complete tasks by deadline

Education:

  • College degree, preferably in business or healthcare administration.
  • High school diploma or equivalent will be considered with appropriate, relevant experience.

Physical Demands:

Occasional (0-40%) / Frequent (41-71%) / Constant (72%-100%)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

  • Constant computer work which may require repetitive motion, prolonged periods of sitting and sustained visual and mental applications and demands.
  • Occasional lifting, bending, pulling, collating, and filing, some of which could be heavy (>10lbs)

Other Duties:

This job description is intended to convey information essential to understand the scope of the position. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with the position. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity Statement:

UCM Digital Health maintains a strong policy of equal opportunity in employment. It is out objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation, or identity, national origin, age, disability, veteran status or any other characteristic or status protected by applicable federal, state or local law. Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and termination.

UCM Digital Health is an at-will employer. We recognize that you retain the option, as does the company, of ending your employment with UCM Digital Health at any time, with or without notice and with or without cause.

Experience

Experience:

  • Minimum 2 years’ experience in scheduling/licensing/credentialing in a provider setting
  • Deep understanding of medical staff scheduling and clinical licensure and credentialing nuances across multiple states
  • Proven track record in independently driving forward projects, operational improvement or change management initiatives with measurable outcomes
  • Hands-on experience managing medical practice scheduling and licensing/credentialing following established standards
  • Certified Provider Credentialing Specialist (CPCS®) a big plus

Salary and Perks

N/A

About UCM Digital Health

UCM Digital Health (UCM) offers a digitally integrated, whole person health solution that provides patients with immediate access to care on their terms.

UCM Digital Health (UCM) offers a digitally integrated, whole person health solution that provides patients with immediate access to care on their terms.

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