Provider Support Liaison

Job Description: Provider Support Liaison (Pilot Role) Location: Houston, TX Department: Physician Outreach Reports To: Senior Manager, Provider Engagement & Referral Operations Status: Full-Time Why This Role Matters In 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 moving
• Supports Operations in real time
• Preserves Physician Liaison capacity for growth-driving activities
• Improves the overall efficiency and scalability of the market

Position Summary The 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 Role This role exists to:

• Reduce administrative disruption for Physician Liaisons caused by frequent operational requests
• Improve turnaround time for updated referrals and provider documentation
• Increase field productivity of Physician Liaisons by allowing them to remain focused on outreach and relationship development
• Strengthen collaboration between Operations and Physician Liaisons
• Support patient access to care by resolving provider documentation barriers quickly and efficiently

Primary Responsibilities Operational Request Management

• Serve as the primary resource for requests from Operations requiring outreach to physician offices for:
  • Updated referrals
  • Missing or corrected provider documentation
  • Physician signatures
  • Letters of medical necessity (if applicable)
  • Clinical notes or supporting records
  • Other provider-facing administrative requirements related to patient intake and continuation of care
• Triage incoming requests based on urgency, patient need, and operational deadlines
• Prioritize and execute requests with speed, accuracy, and professionalism
• Contact physician offices in-person or via phone, fax, secure email, Provider portal, or other approved communication channels to obtain necessary documents
• Build productive working relationships with office staff, referral coordinators, medical assistants, and practice administrators
• Follow up persistently and professionally until requests are resolved
• Maintain awareness of each office’s preferred workflows and communication methods
• Partner closely with Operations, Referral Intake, Scheduling, Clinical, and Physician Liaison teams to ensure alignment on outstanding needs
• Communicate status updates clearly and proactively on open requests
• Escalate barriers or delays to the appropriate Physician Liaison or leadership when relationship intervention is needed
• Help define and refine workflows for request routing, ownership, and follow-up during the pilot phase

Documentation & Tracking

• Maintain accurate records of all requests, actions taken, status updates, and outcomes in Salesforce
• Ensure all obtained documentation is routed appropriately and in a timely manner to internal stakeholders
• Track turnaround times, completion rates, and common sources of delay to support pilot measurement and future process improvements
• Identify recurring office issues or documentation trends that can be addressed proactively

Market & Team Support

• Support a defined legacy market (Houston) and become deeply familiar with key referring offices, high-volume providers, and common documentation patterns
• Collaborate with local Physician Liaisons to understand priority accounts and provider dynamics
• Step in as a tactical support partner without replacing the strategic relationship ownership of the Physician Liaison
• Help preserve a positive experience for provider offices by ensuring requests are handled efficiently and respectfully

Pipeline Support & Referral Operations

• Monitor the active referral pipeline in Salesforce daily, identifying qualified leads that are stalling, missing documentation, or at risk of being lost
• Serve as the operational connector between Physician Liaisons and intake/center staff, proactively escalating and resolving lead management issues
• Maintain 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 efficiently
• Assist the Senior Manager in conducting periodic audits of Houston market referral activity, surfacing patterns in pipeline delays or documentation gaps

Scaled Campaign-Based Outreach Support

• Support Houston market campaign execution by maintaining clean, properly segmented contact lists that meet outreach and compliance standards
• Identify new provider targets through territory research, referral pattern analysis, and local market intelligence in support of in-market PLs and scaled outreach efforts

Market Intelligence & Relationship Support

• Manage administrative and logistical follow-up for new referring provider onboarding after the PL's initial introduction
• Support the Senior Manager and PL Manager in preparing the team for local healthcare events and provider-facing engagements

What This Role Is / Is Not This Role IS:

• A high-response, execution-focused support role
• An operational bridge between internal teams and provider offices
• A role built to remove friction from the Physician Liaison workflow
• A key contributor to speed-to-care and referral conversion support

This Role IS NOT:

• A quota-carrying sales or field outreach role
• The primary owner of long-term physician relationship strategy
• A replacement for Physician Liaisons in market development
• A general admin role without provider-facing accountability

Qualifications

• 2+ years of experience in healthcare operations, physician relations support, referral management, intake, care coordination, or medical office coordination
• Experience working with physician offices, referrals, authorizations, or medical documentation workflows
• Demonstrated ability to work in clinical office or field environments professionally
• Proficiency in Salesforce or comparable CRM platform
• Strong written and verbal communication skills
• Comfortable navigating cross-functional relationships with Operations, Intake, and field-based teams
• Highly organized with the ability to manage multiple open tasks and competing priorities
• Completely comfortable driving and spending time in the car
• Must have access to reliable transportation