In a previous role, I encountered a situation where a provider was experiencing recurring technical issues with our software. I first empathized with their frustration and then systematically walked them through a series of troubleshooting steps. When the issue persisted, I escalated it to our technical team and followed up diligently until it was resolved. This proactive approach not only fixed the problem but also strengthened the provider's trust in our support services.

I prioritize tasks based on urgency and impact. Critical issues that affect a provider's ability to serve patients are addressed immediately. For less urgent matters, I use a ticketing system to manage and track progress. Regular communication with providers ensures they are aware of the status of their requests, maintaining transparency and trust.

Effective communication involves active listening, clear explanations, and timely updates. I ensure to listen carefully to the provider's concerns, repeat back what I understand to confirm accuracy, and provide clear, jargon-free explanations. Regular follow-ups and updates help maintain open lines of communication and build a rapport that fosters mutual understanding and cooperation.

I regularly attend webinars, workshops, and training sessions focused on healthcare regulations and technological advancements. Additionally, I subscribe to industry newsletters and participate in professional forums to stay informed about the latest trends and changes. This continuous learning ensures I can provide the most current and accurate support to healthcare providers.

In my previous role, I noticed that the process for handling technical support requests was inefficient, leading to delays. I proposed and implemented a new ticketing system that categorized requests by urgency and assigned them to the appropriate team members. This change significantly reduced response times and improved overall customer satisfaction.