Representative - Provider Support

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

Reporting to the Provider Relations Supervisor, a Provider Support Representative (PSR) will be a part of a dynamic team and will manage the daily interactions with providers. Including daily oversight of service request hubs which consist of the Need Provider, Emergency request and White Glove items.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

• Arranging with appropriate network and non-network providers to complete claims that cannot be automatically dispatched, processing provider inquiries, assisting with special handling claims, and service follow-up.
• Includes inbound and outbound calls, provider paperwork, provider profile maintenance, liaison with other teams, Workflow/Queue Management, and overflow Provider Support.

We're Excited if this is You

Experience and Qualifications of the Role:

• Develop & nurture relationship with key vendors, customers, and members of our team.

• Engage daily with potential new leads and provide impeccable support to each individual.

• Document and track various activities/request in company systems.

• Follow all policy and procedures for daily task.

• Finding a provider to service claim when no in network provider is available.

• Answer incoming calls and makes outbound calls, as well as re-directing calls as required.

• Respond to email inquires.

• Interpret contract language as it relates to AWR enrollments, contracts, and agreements with providers.

• Data entry and update for provider profiles.

• Facilitate for emergency/urgent work orders to be completed by coordinating with both customer and contractor.

• Research contractors who are not currently under agreement and arrange one-time agreements to complete work orders.

• May negotiate with contractors to reach agreeable terms for unusual, inconvenient, or urgent work orders.

• Dispatch work orders following established guidelines.

• Answer inbound and places outbound calls; provides necessary follow-up.

• Generate requests using applicable forms and software.

• Proactively review the open claims by following up with contractors on open work orders.

• Respond promptly to emails from customers and other departments regarding the status of open claims.

• Prepare and respond to data requests and execute work orders, service orders, error reports, set-ups, etc. in various configurations such as Agent Desktop and CMS.

Computer Skills Needed to Perform the Job:

• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).

• Able to learn and maneuver different software systems uses to perform daily jobs.

Education:

• High school diploma /GED, or equivalent experience.

Certificates, Licenses, Registrations:

• N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $ $27.64 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.

Written Communication - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Work Life Balance - Maintains a conscious balance between work and personal life so that one doesn't dominate the other; is not one-dimensional; knows how to attend to both; gets what he/she wants from both.