INTERNAL ONLY Provider Support Liaison

Job Description: Provider Support Liaison (Pilot Role)Location: Central Houston, TXDepartment: Physician OutreachReports To: Senior Manager, Provider Engagement & Referral OperationsStatus: Full-TimeWhy This Role MattersIn high-volume legacy markets, Physician Liaisons are frequently pulled away from strategic outreach efforts by urgent operational needs tied to provider documentation and referral updates. While these requests are critical, the volume and unpredictability can significantly reduce field effectiveness and create frustration across teams.The Provider Support Liaison is designed to solve this problem by creating a dedicated execution layer that:Keeps patient access movingSupports Operations in real timePreserves Physician Liaison capacity for growth-driving activitiesImproves the overall efficiency and scalability of the marketPosition SummaryThe Provider Support Liaison serves as a dedicated operational partner to the Physician Liaison team, ensuring timely execution of urgent and routine requests related to provider referrals, authorizations, documentation, and medical records collection.This role is designed to support a pilot initiative in the Houston market aimed at improving operational responsiveness while protecting Physician Liaisons’ time for high-value field activities, provider relationship management, and referral growth. This role will ensure the referral pipeline keeps moving, reduce administrative burden on the Physician Liaisons, and protect leads from falling through the cracks due to missing documentation, delayed follow-ups, or data gaps. The specialist will act as the primary point person for internal requests from Operations that require coordination with physician offices, helping secure updated referrals, clinical documentation, signatures, and other provider-facing needs necessary to support patient access and continuity of care.The ideal candidate is field-comfortable, operationally sharp, and capable of representing the organization professionally across both environments. While in-person visits to provider offices are the core component of this role, they are one part of a broader focus that spans pipeline management, scaled outreach operations, CRM integrity, and market-level reporting.Key Purpose of the RoleThis Role Exists ToReduce administrative disruption for Physician Liaisons caused by frequent operational requestsImprove turnaround time for updated referrals and provider documentationIncrease field productivity of Physician Liaisons by allowing them to remain focused on outreach and relationship developmentStrengthen collaboration between Operations and Physician LiaisonsSupport patient access to care by resolving provider documentation barriers quickly and efficientlyPrimary ResponsibilitiesOperational Request Management Serve as the primary resource for requests from Operations requiring outreach to physician offices for:Updated referralsMissing or corrected provider documentationPhysician signaturesLetters of medical necessity (if applicable)Clinical notes or supporting recordsOther provider-facing administrative requirements related to patient intake and continuation of careTriage incoming requests based on urgency, patient need, and operational deadlinesPrioritize and execute requests with speed, accuracy, and professionalismContact physician offices in-person or via phone, fax, secure email, Provider portal, or other approved communication channels to obtain necessary documentsBuild productive working relationships with office staff, referral coordinators, medical assistants, and practice administratorsFollow up persistently and professionally until requests are resolvedMaintain awareness of each office’s preferred workflows and communication methodsPartner closely with Operations, Referral Intake, Scheduling, Clinical, and Physician Liaison teams to ensure alignment on outstanding needsCommunicate status updates clearly and proactively on open requestsEscalate barriers or delays to the appropriate Physician Liaison or leadership when relationship intervention is neededHelp define and refine workflows for request routing, ownership, and follow-up during the pilot phaseDocumentation & TrackingMaintain accurate records of all requests, actions taken, status updates, and outcomes in SalesforceEnsure all obtained documentation is routed appropriately and in a timely manner to internal stakeholdersTrack turnaround times, completion rates, and common sources of delay to support pilot measurement and future process improvementsIdentify recurring office issues or documentation trends that can be addressed proactivelyMarket & Team SupportSupport a defined legacy market (Houston) and become deeply familiar with key referring offices, high-volume providers, and common documentation patternsCollaborate with local Physician Liaisons to understand priority accounts and provider dynamicsStep in as a tactical support partner without replacing the strategic relationship ownership of the Physician LiaisonHelp preserve a positive experience for provider offices by ensuring requests are handled efficiently and respectfullyPipeline Support & Referral OperationsMonitor the active referral pipeline in Salesforce daily, identifying qualified leads that are stalling, missing documentation, or at risk of being lostServe as the operational connector between Physician Liaisons and intake/center staff, proactively escalating and resolving lead management issuesMaintain a live tracker of outstanding correction and document requests, following each through to resolution, coordinating with internal teams to troubleshoot referral barriers and keep leads moving through the funnel efficientlyAssist the Senior Manager in conducting periodic audits of Houston market referral activity, surfacing patterns in pipeline delays or documentation gapsScaled Campaign-Based Outreach SupportSupport Houston market campaign execution by maintaining clean, properly segmented contact lists that meet outreach and compliance standardsIdentify new provider targets through territory research, referral pattern analysis, and local market intelligence in support of in-market PLs and scaled outreach effortsMarket Intelligence & Relationship SupportManage administrative and logistical follow-up for new referring provider onboarding after the PL's initial introductionSupport the Senior Manager and PL Manager in preparing the team for local healthcare events and provider-facing engagementsThis Role ISWhat This Role Is / Is NotA high-response, execution-focused support roleAn operational bridge between internal teams and provider officesA role built to remove friction from the Physician Liaison workflowA key contributor to speed-to-care and referral conversion supportThis Role IS NOTA quota-carrying sales or field outreach roleThe primary owner of long-term physician relationship strategyA replacement for Physician Liaisons in market developmentA general admin role without provider-facing accountabilityQualifications2+ years of experience in healthcare operations, physician relations support, referral management, intake, care coordination, or medical office coordinationExperience working with physician offices, referrals, authorizations, or medical documentation workflowsDemonstrated ability to work in clinical office or field environments professionallyProficiency in Salesforce or comparable CRM platformStrong written and verbal communication skillsComfortable navigating cross-functional relationships with Operations, Intake, and field-based teamsHighly organized with the ability to manage multiple open tasks and competing prioritiesCompletely comfortable driving and spending time in the carMust have access to reliable transportation