Job Title: Service Support Analyst – Medicaid Provider Relations

Location: Raleigh, NC/REMOTE

Duration: 12+ Months

Summary:

We are seeking a NC HIEA Service Support Analyst – Provider Relations to serve as a key point of contact for healthcare providers, ensuring smooth on boarding, issue resolution, and ongoing support for NC Health Connex services. This role requires a blend of health industry technical knowledge, provider engagement, and customer service experience to enhance user experience and maximize participation in NC Health Connex. This position will focus on supporting NC Health Connex participants that provide medical services to NC Medicaid beneficiaries.

Key Responsibilities:

· Serve as the first point of contact for healthcare providers regarding questions about their connection to NC Health Connex.

· Assist in the onboarding and enrollment of new provider organizations, ensuring successful integration with the health information exchange.

· Investigate provider-reported issues related to system access, connectivity, and interoperability.

· Collaborate with internal teams to escalate and resolve complex issues efficiently.

· Provide guidance to providers on NC Health Connex functionality, best practices, and compliance requirements.

· Maintain and update support documentation.

· Monitor and track support requests, ensuring timely responses and resolutions.

· Identify trends and recurring provider issues, recommending process improvements or system enhancements.

· Support provider outreach and engagement initiatives to increase HIE adoption and utilization.

Qualifications and Experience

· Bachelor’s degree in Healthcare Administration, Health Informatics, IT, or a related field(or equivalent experience).

· 1-3+ years of experience in a support, provider relations, or customer service role within healthcare, HIEs, or health IT.

· Familiarity with EHR systems and interoperability standards.

· Strong troubleshooting and problem-solving skills.

· Excellent communication and interpersonal skills to engage with healthcare providers and stakeholders.

· Ability to work independently, prioritize tasks, and manage multiple support tickets effectively.

· Experience with helpdesk/CRM/ticketing systems (e.g., ServiceNow, Jira, Salesforce) is a plus

· Knowledge of HIPAA, data privacy regulations, and healthcare compliance requirements.