Provider Support Representative

Health New England is seeking a Provider Support Representative to join our Recovery & Reinsurance Management team in Springfield, MA.

RESPONSIBILITES:

The Provider Support Representative serves as a trusted resource for healthcare providers. In this role, you’ll help strengthen provider relationships by responding to inquiries, resolving issues, and delivering accurate, timely support across a variety of healthcare and reimbursement-related topics.

You’ll work closely with providers and internal teams to research questions, navigate complex issues, and ensure each interaction reflects Health New England’s commitment to a customer-focused experience.

Key Responsibilities include:

• Serve as a primary point of contact for provider inquiries and requests through inbound calls and email.
• Deliver consistent, accurate information using established resources, processes, procedures, and decision-making tools.
• Research and resolve low- to medium-complexity provider issues using established protocols.
• Address or appropriately reassign provider inquiries, requests, and grievances while following established resolution and communication standards.
• Identify escalated or complex issues and collaborate with the Provider Support team and other HNE departments to develop effective solutions.
• Determine root causes and communicate resolution options and expected timelines to providers.
• Accurately document provider interactions, resolutions, and reassignments within established systems and timeframes.
• Build and strengthen provider relationships through a customer-focused approach.
• Contribute to an inclusive, high-performance team environment while supporting Health New England’s values and CX Promise.
• Ensure all activities comply with applicable regulations, internal policies, procedures, and business controls.

SCHEDULE:

• Full-time, 40 hours a week
• Monday through Friday- No weekends, No holidays
• 8:30am-5:00pm

LOCATION:

• 1 Monarch Place
• Springfield, MA
• Hybrid work opportunity- candidate must reside in MA or CT

QUALIFICATIONS

• High School Diploma or GED
• Minimum 5 years of healthcare/provider servicing experience.
• Demonstrated experience in provider servicing, support, and issue resolution.
• Basic knowledge of provider reimbursement and claims payment mechanisms.
• Broad knowledge of Medicare, Medicaid, and commercial health plan products.
• Proficiency with Microsoft applications and systems specific to Health New England.
• Strong communication, research, problem-solving, and relationship-building skills.
• Ability to manage multiple inquiries while maintaining accuracy and professionalism.

Education:

Bachelors Degree (Required)

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

$23.46 - $26.97 - $31.91

Equal Employment Opportunity Employer

About Us

About Baystate Health

Baystate Health (BH) is one of New England’s leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center in Ware:

• Baystate Medical Center in Springfield
• Baystate Children’s Hospital (located at Baystate Medical Center)
• Baystate Franklin Medical Center in Greenfield
• Baystate Wing Hospital in Palmer
• Baystate Noble Hospital in Westfield