IDD Waiver Provider Education & Relations Coordinator-Remote within West Virgnia

Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to today’s complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Position Overview

As the IDD Waiver Provider Education & Relations Coordinator, you will play a pivotal role in overseeing provider contractual obligations, elevating positive rapport, and optimizing the customer service journey. Your dynamic responsibilities include not only nurturing partnerships but also spearheading educational initiatives that empower providers with the latest advancements in quality improvement. Stay at the forefront of innovation by remaining vigilant about updates to automated review systems, ensuring our services consistently meet and exceed expectations.

Job Responsibilities:

•  Deliver courteous and prompt service to providers and external customers, ensuring the swift and appropriate resolution of provider issues through comprehensive education and utilization of relevant resources.
• Engage in direct communication with providers, identifying and addressing significant concerns by collaborating with provider liaisons and proposing tailored educational resources or training to meet specific needs.
• Recommend and develop training modules, provider manuals, assessments, and pre- and post-evaluations to enhance educational initiatives.
• Collaborate with cross-functional teams to address provider inquiries and concerns while upholding the quality and integrity of services. Ensure alignment with contractual requirements through proactive engagement and cooperation.
• Contribute to the development and implementation of robust policies, procedures, and quality assurance programs. Stay attuned to information systems advancements, leveraging technology to optimize service delivery and efficiency.
• Provide helpline support, employing extensive research and resolution skills to address inquiries effectively. Supervise the Helpline Coordinator, offering ongoing training and evaluations to enhance performance and skill sets.
• Regularly update web content to provide current and pertinent information to stakeholders, ensuring accessibility and relevance in an ever-evolving landscape.
• Design and implement ongoing training programs for staff, equipping them with the latest policies, procedures, and industry best practices. Foster a culture of continuous learning to empower staff with the knowledge and skills needed for excellence.
• Remain abreast of industry trends, regulatory changes, and advancements in healthcare technology. Provide regular updates to the team on relevant changes, positioning the organization at the forefront of industry standards and practices.
• The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.

Required Qualifications, Skills, Knowledge and Experience

• A Bachelor’s degree in communication, education, or a related business field with a healthcare background is preferred. A Master’s degree in these disciplines is also highly desirable.
• Possess a minimum of 5 years of hands-on experience in provider relations and education within a healthcare environment. This experience equips you with the necessary insights and expertise to navigate the complexities of the role effectively.
• Demonstrate a track record of effectively resolving complex issues and applying acquired knowledge to drive process improvements and address provider concerns proactively. Your problem-solving skills are instrumental in fostering positive relationships and ensuring seamless service delivery.
• Proficient in creating and delivering educational training courses using web-based or other interactive technology.
• Preferred knowledge and experience working with Medicaid providers.
• Demonstrate a track record of effectively resolving complex issues and applying acquired knowledge to drive process improvements and address provider concerns proactively. Your problem-solving skills are instrumental in fostering positive relationships and ensuring seamless service delivery.
• Exhibit a proven ability to impart knowledge and train others effectively, whether in person, via telephone, or through various web-based platforms. Your adeptness in leveraging interactive technology enhances educational initiatives and facilitates seamless communication with providers.
• Showcase expertise in customer service, particularly within helpline service programs. Your ability to