Quality Analyst Provider Liaison, VES

Job Title: Quality Analyst Provider Liaison (QAPL)

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

Location: Remote (US)

Reports To: Supervisor, Provider Relations

Position Summary:

This role serves as the point of contact for in-network providers, delivering support through the provider help phone line and email regarding Medical Disability Examination (MDE) reports, Disability Benefits Questionnaires (DBQs), and related processes. The role requires critical thinking and problem-solving skills to address provider inquiries, coordinate diagnostic requests, and ensure timely resolution of issues. Responsibilities include but are not limited to receiving a high volume of daily incoming calls, monitoring shared email inboxes and voicemail systems, reviewing and routing incoming faxes, assisting providers with technical troubleshooting and portal navigation, and collaborating with other departments to support provider needs. This position maintains accurate documentation of provider interactions, upholds a professional and respectful approach in all communications, and contributes to projects and other duties assigned while maintaining quality and provider support standards.

Essential Duties and Responsibilities:

Required Qualifications:

Preferred Qualifications:

• Good communication skills, both written and verbal.
• Strong organizational and time management abilities, with a demonstrated capacity to manage multiple priorities and meet deadlines.
• Proficient with Microsoft Word, Microsoft Outlook, and beginner knowledge of Microsoft Excel. 
• Ability to work independently and collaboratively in a remote work environment.