Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day

Leidos QTC Health Services is seeking a San Antonio based Provider Support Analyst Sr on our Customer Experience team. You will be responsible for answering, processing and documenting all calls from providers. Act as service liaison between the provider and internal operational staff and delivers exceptional provider support at all touch points. Conduct consistent evaluation of provider workflow at every interaction with provider in to increase provider retention rates and ability to complete expanded volumes of work by solving all possible provider workflow issues. Initiates cross functionality across all LQTC departments to provide streamlined solutions and maximize provider satisfaction while performing highly technical support in the LQTC call distribution system for providers released for full utilization (A1).

Primary Responsibilities:

• Responsible for triaging, evaluating and resolving all provider requests utilizing approved best practice workflows and providing highly effective customer service.
• Participate in the development and implementation of strategic initiatives for provider efficiency, quality, and usability of all LQTC systems to enhance provider experience.
• Analyze, communicate, and escalate status on direct issues to the management team for provider success through proactive resolution.
• Initiate continuous process improvements and identify areas of opportunity for provider workflow enhancements and customer service.
• Using process improvement methodologies, assist in translation of provider business and workflow requirements into efficiency enhancements while working real time with providers.
• Partner with internal department resources to coordinate process and technology changes to support provider needs.
• Continually lead and train providers through software/system functionality while assisting in process improvement activities with providers.
• Participate in analysis, planning, evaluating, and testing of web based and desktop applications through collaboration through user design specifications related to provider workflow efficiency.
• Responsible for reviewing and providing provider feedback on requirements and technical applications
• Perform other duties and responsibilities as assigned

Required Qualifications:

• High School diploma, or equivalent (GED) required, bachelor’s degree highly desired
• 1-3 years prior LQTC experience, highly desired
• Vocational training in specific aspects of job functions and/or demonstrated ability to perform assigned tasks, preferably in a medical related area of study (i.e. LVN, LPN, EMT, MA, Military Medic, etc.).

• Medical background and experience reviewing medical reports
• Direct healthcare experience in medical case management quality assurance to include the review of complex multi-focal medical reports for quality, clarity, thoroughness and insightful medical explanation
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Preferred Qualifications:

• Ability to work independently, take initiative and be self-motivated
• Ability to critically think and problem solve
• Ability to manage competing priorities with a sense of urgency
• Strong communication skills, both verbal and written for internal and external customers
• Possess excellent organizational and follow-up skills, with a strong attention to detail
• Strong computer and web-based application skills
• Adaptive ability to modify training style to effectively train providers
• Proficient with MS Office
• Advanced data entry and typing skills
• Strong knowledge of administrative processes
• Effective critical thinking and problem-solving skills to effectively resolve calls in a one call scenario
• Strong customer service skills

Additional Information:

• Training: 2-3 weeks of training onsite in San Antonio office followed by 2-month mentorship
• Shift: Monday – Friday 8am -5pm CST however, Weekend, overtime and shift work may be required based on the needs of the business
• Travel requirements: hybrid role. Travel to office as needed.

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.