Provider Relations Liaison

Position Summary

The Provider Relations Liaison is responsible for cultivating, maintaining and strengthening relationships with the Commonwealth Care Alliance's (CCA) provider community. In this highly visible field position, the provider relations specialist acts as the primary liaison between CCA and its providers including primary care practices, specialists, physician organizations, hospitals, ancillary and LTSS providers. Key responsibilities include establishing positive working relationships with providers, effectively communicating with and educating those providers about CCA and resolving provider inquiries.

Supervision Exercised: No

Essential Duties & Responsibilities

• Develop strong professional relationships with all providers and their staff while functioning as a liaison to the provider community to research and resolve complex provider issues.
• Take ownership of the provider relationship, ensuring all provider needs and concerns are addressed and answered.
• Establish regular contact with and visits to provider sites. Visits may include regular operations meetings, staff education, provider orientations, and appreciation events.
• Facilitate and lead orientation meetings and communication sessions with key providers; orient providers on CCA's policies related to: Claims and service recovery; Program benefits; Clinical initiatives; Referral and authorization; Regulatory compliance; Billing and payments; Complaints and appeals; Policies and procedures.
• Identify opportunities for training and education.
• Conduct site visits with contracting, sales and marketing departments to ensure the collection of required applications and other documentation.
• Manage and respond to a high volume of provider inquiries while ensuring consistent follow through on resolution of issues.
• Represent CCA at provider related events and other initiatives, as necessary.
• Prioritize and organize own work to meet deadlines.
• Work collaboratively with Provider Network Management staff to ensure an adequate and appropriate provider network. Participate in contracting strategy discussions around potential recruitment opportunities.
• Coordinate with other CCA departments, including Clinical Management, Member Services, Regulatory Affairs, Claims and Outreach and Marketing, to resolve provider issues.
• Participate in departmental and interdepartmental meetings as appropriate and necessary
• Participate in the development of departmental policies, procedures and processes.
• Special projects as assigned or directed.
• Maintain professional growth and development.

Working Conditions: Standard office conditions.

Education (Required): Bachelor's Degree or equivalent experience

Experience (Required)

• 3-5 years
• Managed Care experience
• Experience in health plan provider relations.

Experience (Desired)

• Medicare/Medicaid experience preferred.
• Experience with CPT coding and authorization process highly desired.
• Experience with and understanding of Claims operations preferred.

Knowledge, Skills & Abilities (Required)

• Understanding of provider office operations as they relate to health plans
• Knowledge of billing practices and reimbursement methodologies.
• Excellent verbal, written and presentation skills.
• Outstanding Customer Service Skills.
• Intermediate Microsoft Office competency, including Outlook, Word, Excel & Power Point.
• Ability to multi-task.
• Ability to work independently.
• Ability to interact well with individuals on all levels, and maintain a professional image and attitude.
• Strong analytical, problem solving and project management skills.
• Detail oriented, with the ability to organize and manage multiple priorities.

Language(s): English Fluency

Other:

• Valid Driver's license and reliable insured automobile required
• Must be able to travel within an assigned territory on a daily basis.