QA Provider Liaison Team Support Specialist,
Boost your chances before you apply.
BLUE LAKE GOVERNMENT SERVICES LLC
Houston, TX, US
Summary
This role provides guidance, coaching, and training to team members while monitoring communications to ensure quality and compliance. The specialist also analyzes performance metrics and assists leadership in identifying process improvement opportunities.
Job Description
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:
- Assist team members with provider inquires and help resolve provider issues.
- Monitor team communications to ensure responsiveness, accuracy, professionalism, and adherence to established processes.
- Provide guidance, coaching, training, and retraining to non-exempt team members to support performance and development.
- Build reports from the system’s data to organize and distribute to the team and leadership as needed.
- Monitor, track, and document key performance metrics to support departmental reporting and team productivity goals.
- Serve as a Subject Matter Expert (SME) on departmental processes, policies, and procedures while mentoring and supporting team members.
- Assist leadership in identifying process improvement opportunities and implementing best practices to enhance team efficiency and service quality
- Provide operational support to leadership and team members regarding procedural questions, system processes, and departmental initiatives.
- Assist the supervisor and manager to develop training materials, facilitate training sessions, and support ongoing team education efforts.
- Participate in an on-call rotation to provide urgent assistance to providers requiring support outside of normal business hours.
- Perform other duties and special projects as assigned.
Required Qualifications:
- High school diploma or GED.
- 2+ years of relevant experience within provider development, retention, or quality control.
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.
