Provider Care Representative

About this role

At Zelis, we Get Stuff Done. So, let’s get to it!     A Little About Us   Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.    A Little About You   You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview The Provider Engagement Representative proactively engages Zelis Payments clients enrolled in virtual payment card products in an effort to convert enrollment to ZAPP EDGE product and promote use of provider portal, resulting in improved retention and client satisfaction. Utilizes digital tools, including ChatGPT and other AI technologies, to enhance provider communication, streamline workflows, support documentation, and improve the overall provider experience.

The primary location for the Provider Engagement Representative position is St Petersburg. This is a hybrid position and will require individuals to go into the Zelis St Petersburg office 2 days per week.

What you’ll do: • Field incoming calls and make outgoing calls to medical and dental providers to answer any questions they may have   regarding   new and ongoing payment and data processes.   

• Work to resolve any outstanding issues and explain the use of electronic payment options, including credit cards and direct EFT.   

• Assist   providers in signing up for direct EFT products, as well as supporting the registration process, web portal setup, and provider portal questions.   

• Actively promote, via phone and other channels, the efficiency and cost advantages of converting enrollment   to   the Zelis Payments   ZAPP EDGE   product line.   

• Demonstrate the provider portal and educate providers about its benefits.    Proactively   demonstrate   proficiency   in following up on leads, both new and existing.   

• Retain clients by   identifying   pain points, overcoming objections, and presenting product and service offerings that best fit their business needs.   

• Use   ChatGPT and AI tools ,   where   appropriate   and in compliance with company policies, to support provider communications, draft follow-up messaging, summarize interactions, improve response quality, and increase workflow efficiency.   

• Leverage   AI-assisted insights   to   identify   trends, recurring provider concerns, and opportunities to improve outreach, retention, and service delivery.   

• Maintain foundational knowledge of ZELIS PAYMENTS products, their features, and potential benefits to end-users.   

• Maintain awareness of and ensure adherence to ZELIS PAYMENTS standards   regarding   privacy, company policies, procedures, and the responsible use of   AI technologies .   

• Demonstrate the ability to lead complex projects, develop innovative solutions, execute strategic plans, and deliver superior results.   

• Apply basic project management concepts in support of daily responsibilities and special initiatives.    

• Work on assignments that are complex in nature and require judgment, initiative, and effective problem resolution.   

• Perform other duties as assigned

INDEPENDENCE / ACCOUNTABILITY:  

• Requires minimal daily supervision.  

• Accountable for day-to-day tasks.  

• Must have   a professional manner   and respect the confidentiality of provider information.  

• Ability to manage and prioritize multiple tasks.  

• Ability to work under pressure and meet deadlines.  

• Ability to use   ChatGPT, AI tools, and related technologies   responsibly and effectively to support communication, documentation, and operational efficiency.  

PROBLEM SOLVING:  

• Excellent organizational skills are   required   to prioritize responsibilities, thus completing work in   a timely   fashion.  

• Attention to detail and concern for impact is essential.  

• Ability to apply   AI-supported tools ,   including ChatGPT, to enhance problem-solving, communication, and process efficiency while   maintaining   accuracy, compliance, and professionalism.  

What you’ll bring to Zelis: • Bachelor's degree in a related field or equivalent work experience.   ​

• Experience with CRM software or similar tools.  

• Working Knowledge of Health Care Insurance or medical concepts a plus.    

• Computer Skills: Microsoft Outlook and Word with advanced Excel skills.  

• Excellent telephone and client service skills  

• Possesses an understanding of the Zelis Payments systems and processes   to   respond to provider inquiries  

• Possesses an understanding of Zelis Payments products  

• Has   proficiency   in troubleshooting basic client issues  

• 2+ years   demonstrated   sales and/or membership generation or retention experience  

• Has   proficiency   in tele-sales and marketing techniques yielding increased product usage  

• Computer   proficiency   and technical aptitude with the ability to   utilize

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