SnapCare

Customer Support

• Serve as a point of contact for HCP, Facilities, and other 3rd party inquiries via phone, chat, text, and email.
• Manages and processes clinician PRN and contract requests in addition to facility requests, addressing staffing and operational requirements.
• Facilitate resolution of escalated concerns by coordinating with internal teams and ensuring timely feedback to HCPs and facilities.
• Provide outreach and follow-up support for issues such as rejected timecards, credentialing completion, and recruitment inquiries.
• Communicate timecard rejections and admin reviews clearly and empathetically, following established messaging guidelines.
• Review, verify, and process timecards based on internal criteria and facility guidelines.
• Identify and resolve discrepancies or irregularities in submissions, including those flagged as suspicious or non-standard.
• Maintain accurate tracking of timecard statuses using SnapCare systems, ensuring timely handoffs and escalations to Tier 2 teams.
• Apply memos and manage Payroll Lock processes in collaboration with team leadership.
• Verify HCP credentials, pay rates, and facility alignment for accurate assignment and compensation.
• Guide clinicians through the steps of joining SnapCare, including the onboarding and credentialing journey.
• Utilize Salesforce to create and manage cases and update HCP profiles as needed.
• Collaborate with cross-functional teams to align priorities, resolve complex inquiries, and improve overall service quality.
• Participates in ad hoc projects that support recruitment, credentialing, or engagement initiatives, with the goal of enhancing overall HCP experience.
• Identify and recommend process improvements for increased operational efficiency and stakeholder satisfaction.

Operations Support Specialist