QA Provider Liaison Team Support Specialist,

Job Title: Quality Analyst Provider Liaison (QAPL) Team Support Specialist

Business Unit / Department: Provider Development and Retention/ Provider Network Management

Location: Remote (US)

Reports to: Supervisor, Provider Relations

Position Summary:

This role serves as a senior resource for the team, providing guidance, coaching, training, and support to ensure providers receive timely and effective assistance. Responsibilities include but are not limited to helping team members resolve provider inquiries and issues, monitoring communications for responsiveness, professionalism, accuracy, and compliance, and supporting the development of staff through training, retraining, mentoring, and real-time coaching. The position is responsible for compiling and analyzing statistical data to track performance metrics. Additionally, the role works with leadership to identify and assist with improvements, developing training materials, and provides expertise on policies and procedures. This position maintains accurate documentation of provider interactions, upholds a professional and respectful approach in all communications, and contributes to projects and other duties as assigned while maintaining quality and Provider Support standards. 

Essential Duties and Responsibilities:

Required Qualifications:

Preferred Qualifications:

• Exceptional interpersonal and communication skills, with the ability to build rapport and influence across diverse stakeholder groups.
• Strong organizational and time management abilities, with a demonstrated capacity to manage multiple priorities and meet deadlines.
• Strategic thinker with a proactive approach to problem-solving and process improvement.
• Ability to work independently and collaboratively in a remote work environment.