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Byram Healthcare Provider Relations Specialist in Salt Lake City, UT at Byram Healthcare

Date Posted: 12/3/2018

Job Snapshot

Job Description

POSITION SUMMARY

 

Serves as a single point of contact for referring Providers, representing the operations team in handling day-to-day issues, questions, and general education regarding patient referral status, products and or services provided by Byram Healthcare.  Acts as a problem solver and liaison between the business team and the referring Provider.  In addition, may own some aspect of a daily pipeline and have ownership for certain patient accounts. Acts as a Byram representative, having authority to speak with patients and confirm orders should the need arise, and execute any step of the new patient onboarding process. Provides support to any member of the Diabetes Field Sales team on an as needed basis.  



ESSENTIAL JOB FUNCTIONS: 

1.       Provides solutions to customer issues utilizing experience and judgment.

2.       Maintains a 24-hour Service Level Agreement (SLA) on messages sent to the provider relations mailbox, and as appropriate, records issues on the Diabetes issue log for future analysis.

3.       Works with referring healthcare Providers to ensure successful referral execution.                               

4.       Quickly and professionally resolves complaints that have escalated, including follow-through and customer contact.

5.       Increases internal visibility by working with the operations team to escalate issues/ trends.

6.       Sustains proactive communication with Providers and Byram internal Business teams to support flawless execution of the Organic business growth strategy.

7.       Understands and utilizes Salesforce CRM reporting to respond to questions regarding Organic growth.

8.       Utilizes the internal tracking logs to analyze root cause of complaints and issues.

9.       Acts as point of contact for the Field Team, Account Managers and Managed Care team members with urgent and pressing issues.  Follows the tracking and escalation process for all reported issues.

10.   Maintains constant communication with New Intake Department business leader, keeping the operation updated on all activities and observations at the manufacturers.

11.   Completes additional activities designed to generate revenue and support the company's growth.

12.   Participates in weekly operational business calls with manufacturers and other department leaders.

13.   Strives to anticipate and communicate strategy or business changes that could result in an increase or decrease in referral activity.

14.   Supports, communicates and follows up on operational process changes or initiatives to ensure healthcare Providers are aware and are following the outlined protocol.

15.   Maintains professional conduct and relationships at all times with healthcare Providers and their staff

16.   Conducts complex work important to the organization.

SUPPLEMENTAL JOB FUNCTIONS:  

  1. Performs additional duties as directed.


Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  •      High school diploma required
  •      Bachelors degree preferred
  •           A minimum of three years of related experience required
  •      Or any combination of education and experience to meet the above requirements

KNOWLEDGE SKILLS & ABILITIES:

  • Excellent communication skills and the ability to practice proper phone etiquette 
  • Proficient in Microsoft Office: Word, Outlook, Excel, PowerPoint
  • Ability to train on policies and procedures
  • Able to perform special projects on an as needed basis
  • Excellent working knowledge of ERP
  • Salesforce CRM knowledge

ADDITIONAL REQUIREMENTS:

  •  None


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