Quality Analyst Provider Liaison, VES

**Job Title:** **Quality Analyst Provider Liaison (QAPL)** **Business Unit / Department:** **Provider Development and Retention/ Provider Network Management****Location: Remote (US)****Reports To:** **Supervisor, Provider Relations** **Position Summary:** This role serves as the point of contact for in\-network providers, delivering support through the provider help phone line and email regarding Medical Disability Examination (MDE) reports, Disability Benefits Questionnaires (DBQs), and related processes. The role requires critical thinking and problem\-solving skills to address provider inquiries, coordinate diagnostic requests, and ensure timely resolution of issues. Responsibilities include but are not limited to receiving a high volume of daily incoming calls, monitoring shared email inboxes and voicemail systems, reviewing and routing incoming faxes, assisting providers with technical troubleshooting and portal navigation, and collaborating with other departments to support provider needs. This position maintains accurate documentation of provider interactions, upholds a professional and respectful approach in all communications, and contributes to projects and other duties assigned while maintaining quality and provider support standards. **Essential Duties and Responsibilities:** * Utilize critical thinking skills to provide support to medical providers via the Provider Help Line and email regarding Medical Disability Examination (MDE) reports and Disability Benefits Questionnaires (DBQs). * Monitor and respond promptly to all inquiries received in the QA Provider Liaison inbox, ensuring timely resolution and follow\-up. * Route provider\-requested diagnostic reviews and inquiries to the appropriate Quality Control Analyst (QCA) team members and New Provider Liaisons (NPLs). * Review and distribute incoming faxes received through the provider portal fax line to the appropriate department or point of contact. * Respond to and follow up on all voicemails received through the Provider Help Line. * Collaborate with internal departments to support provider needs and ensure issue resolution. * Participate in an on\-call rotation to provide urgent assistance to providers requiring support outside of normal business hours. * Assist providers with technical issues, portal navigation, medical record access, and basic troubleshooting. * Maintain a professional and respectful approach in all provider\-facing communications as a representative of VES. * Support the training of new team members through job shadowing, knowledge sharing, and real\-time guidance. * Accurately document provider interactions, concerns, and resolutions in accordance with departmental processes and quality standards. * Perform other duties and special projects as assigned. **Required Qualifications:** * High School Diploma or GED. * 1\+ year of relevant Quality Control or Quality Analyst experience in a healthcare\-related field, or 6\+ months of internal Quality A