Healthcare Support

Support Services Group•Waco, TX

About The Position

Support Services Group is a US-based global high-touch omnichannel outsource contact center solution company. Support Services Group is looking for a dynamic and customer-focused Customer Service Representative to join our team. As a Customer Service Representative, you will play a crucial role in delivering exceptional customer service and driving sales growth. We are seeking individuals who possess strong communication skills and have a passion for assisting customers. Job Summary: The Healthcare Support is a consultative, provider‑facing role that combines digital enablement, relationship management, and sales execution to advance provider participation in the Elite Advantage service model. The Enrollment Specialist engages healthcare providers with low to moderate digital utilization, identifies key decision‑makers, presents the Elite Advantage value proposition, and secures provider commitment to participate in a structured digital improvement period. Through targeted outreach, needs‑based discovery, and value‑driven conversations, the Specialist drives provider conversion into the Elite Advantage pipeline. This role owns the front‑end conversion process—from initial outreach through provider commitment—by educating providers, addressing objections, demonstrating value, and closing participation for the improvement phase. Once providers meet defined eligibility criteria, responsibility transitions to a Regional Manager for formal onboarding and service agreement execution. The Enrollment Specialist plays a critical role in Provider Service Operations’ strategy by influencing provider behavior, increasing digital adoption, and expanding provider participation in the Elite Advantage model.

Requirements

2–4 years of experience in provider engagement, healthcare sales, or customer success, preferably in a health plan or healthcare technology environment.
Strong sales acumen with the ability to identify decision-makers, pitch value propositions, and close conversions.
Proven success in driving adoption of digital tools or platforms.
Excellent communication and interpersonal skills; ability to influence and build trust with diverse provider audiences.
Familiarity with healthcare operations, provider portals, and electronic transactions (e.g., eligibility, claims, referrals, prior authorizations).
Comfortable working in a metrics-driven environment with targets for outreach and conversions.
Experience using CRM or outreach tracking tools (e.g., Salesforce, Outreach.io).
Self-starter with strong organizational skills and the ability to manage multiple priorities independently.

Responsibilities

Proactively engage assigned healthcare providers through outbound outreach to discuss the Elite Advantage model.
Identify and engage appropriate decision‑makers (e.g., practice owners, administrators, office managers, billing leaders).
Conduct discovery conversations to understand provider pain points, workflows, and readiness for digital transformation.
Present clear, tailored value propositions that articulate the operational, efficiency, and service benefits of participating in Elite Advantage.
Manage a designated portfolio of healthcare provider during the digital improvement period.
Close provider participation by securing commitment to enter the Elite Advantage improvement period and progress toward model eligibility.
Establish and maintain trust‑based relationships, serving as the primary point of contact throughout the improvement phase.
Educate providers and practice staff on HMO digital tools, including provider portal functionality, claims status, eligibility, authorizations, and related workflows.
Deliver guided demonstrations and step‑by-step walkthroughs tailored to provider needs and operational readiness.
Reinforce best practices for digital engagement using approved scripts, reference materials, and training resources.
Resolve basic digital access and navigation issues within role scope, including portal access, user setup, and visibility of provider information.
Identify more complex digital tool gaps and coordinate with appropriate internal technology or operational partners.
Document all provider interactions, issues, and outcomes in designated systems to ensure continuity and transparency.
Monitor provider progress using digital adoption and performance dashboards to evaluate movement toward defined benchmarks.
Conduct periodic readiness assessments to determine qualification status.
Identify providers who qualify for transition, require extended enablement, or should exit the improvement pipeline.
Facilitate structured handoff to Regional Managers when providers meet Elite Advantage eligibility requirements, ensuring full transfer of provider history and insights.
Support re‑engagement efforts when providers experience regression in digital adoption following initial qualification.
Collaborate closely with cross‑functional partners to ensure consistent provider messaging and alignment with program objectives.
Capture provider feedback and contribute insights to improve workflows, digital tools, training materials, and program design.
Participate in quality reviews, surveys, and feedback forums to support ongoing evolution of the Elite Advantage model.