Practice Support Associate

📋 Description

• • Serve as the primary day-to-day point of contact for ABA practice owners, answering questions, providing operational updates, and reinforcing established workflows to ensure a seamless experience from onboarding through ongoing use.
• • Act as the subject matter expert for internal tools and systems, proactively researching and resolving provider issues without immediate escalation, using available documentation and internal resources.
• • Respond to all support tickets within defined service level agreements (SLAs), escalating complex or unresolved issues to appropriate internal teams when necessary.
• • Take ownership of developing, maintaining, and updating the internal knowledge base to improve self-service capabilities for practice owners and reduce recurring support requests.
• • Collaborate cross-functionally with RCM, Clinical Success, HR, Recruiting, and Product teams to resolve provider-related issues, ensure accurate and current records, and align on operational improvements.
• • Maintain meticulous records of provider interactions, credentialing steps, and workflow progress to support compliance and operational efficiency.
• • Identify recurring pain points or systemic issues in provider support and recommend process improvements to enhance scalability and user satisfaction.
• • Demonstrate consistent professionalism and clarity in all communications, whether via email, Slack, or video meetings, ensuring a positive and supportive experience for ABA practice owners.
• • Work independently in a fast-paced, evolving startup environment, taking initiative to solve problems before they escalate and adapting quickly to changing priorities.
• • Support the onboarding process for new practice owners by guiding them through credentialing requirements, system access, and operational expectations.
• • Contribute to continuous improvement of support processes by documenting best practices, sharing feedback with product and operations teams, and participating in internal reviews.
• • Ensure all provider data and documentation are accurately entered and updated in internal systems to maintain compliance and operational integrity.
• • Anticipate provider needs based on historical patterns and proactively reach out to prevent issues before they arise.
• • Maintain a high standard of accuracy and attention to detail across all administrative and support tasks, ensuring no critical steps are missed in provider workflows.
• • Support internal initiatives aimed at improving provider retention and satisfaction through responsive, reliable, and empathetic service delivery.