Operations Support Specialist

Here’s the Snapshot:

The Operations Support Specialist plays a critical role in supporting the Company’s healthcare professionals (HCPs) by triaging inquiries, reviewing and resolving timecard submissions, and facilitating seamless communication between departments. This position ensures the highest level of service by maintaining accuracy, efficiency, and empathy across all interactions via phone, chat, email, and text. Individuals in this role are assigned specific operational tasks and functions they are directly responsible for. These may include clinician onboarding assistance, issue resolution, timecard processing, and system-based tracking in Salesforce, Booker, and other Company platforms.

Change the Game!

Our team members are game changers. For your role on the team, you will:

• 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. Operational Coordination
• 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. 
• Performs other related duties as may be assigned in line with the role, including additional tasks necessary to support the needs of the department and organization.

What you bring to the team:

• High School Diploma or GED.
• 2+ years of customer service experience, preferably in a call center or healthcare operations environment.
• Strong communication skills—verbal and written—with the ability to convey information with empathy and clarity.
• Exceptional attention to detail and organizational skills.
• Ability to navigate multiple systems simultaneously (Salesforce, Booker, time and attendance platforms).
• Adaptable and comfortable working in a dynamic, fast-paced environment.

Nice to Have:

• Prior experience with healthcare, payroll, time and attendance systems, or clinician credentialing.
• Bachelor’s degree in a related field.

What else?

• Variety of shifts available, including weekends and holidays. Schedules are subject to change based on business needs.
• Prolonged periods of sitting and computer use.
• Must be dependable and flexible to changing schedules and responsibilities.
• Ensure a quiet, distraction-free environment is maintained throughout working hours.
• Employees are required to stay online and responsive on designated messaging platforms to ensure timely handling of all inquiries.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.