Tebra is seeking a Billing Support Specialist to provide top-tier service by delivering fast, accurate, and effective solutions to our customers. You will understand customer needs and resolve issues efficiently, directly impacting satisfaction and helping them meet their objectives.
What You'll Do
- Provide support across our full customer base via various channels, addressing complex product and technical inquiries.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Perform thorough root cause analysis for issues, identifying trends and recommending corrective actions.
- Assist users in navigating the software, managing patient accounts, and utilizing features effectively.
- Guide customers on best practices for revenue cycle management, claims submission, payment processing, collections, and denial management within our platform.
- Maintain detailed records of customer interactions, resolutions, and follow-up actions following established procedures.
- Identify, document, and escalate software bugs, system limitations, or recurring issues to product and engineering teams.
- Ensure strict adherence to HIPAA and healthcare data security regulations in all customer interactions and data handling.
- Collaborate effectively with payers, Clearinghouses, and internal teams to troubleshoot and resolve escalated issues.
- Collaborate with training teams to improve self-help documentation, FAQs, and user guides.
- Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks.
- Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
What We're Looking For
- High school diploma or equivalent
- Minimum of 1 year in customer support, technical support, or billing support
- Experience in Medical Billing or Healthcare industry
- Understanding of medical billing workflows, insurance claims submissions, and payment processing
- Knowledge of HIPAA compliance and data security best practices
- Ability to navigate and troubleshoot SaaS-based platforms and related integrations
- Basic coding knowledge related to medical billing and claims processing
- Understanding of claims submission and payer communications, including EDI enrollment process
- Analytics skills to diagnose and resolve billing-related issues efficiently
- Strong interpersonal and communication skills to support healthcare providers and billing teams effectively
- Strong multi-tasking and time management skills
Nice to Have
- Associate’s degree
- Experience for a billing company, medical office billing team, contact center or healthcare SaaS company
- Familiarity with CPT, ICD-10, HCPCS codes, medical terminology and denial management
- Knowledge of CMS forms, payer policies, and the US Payer landscape
- Experience with EHR/EMR, practice management software, or healthcare revenue cycle management systems
- Experience using CRM platforms such as Salesforce
Technical Stack
- SaaS-based platforms
- CRM platforms (e.g., Salesforce)
- EHR/EMR or practice management software
Team & Environment
Collaborate with internal teams such as enrollments, product, engineering, and training teams.
Benefits & Compensation
- Compensation: $23.31 - $25 USD per hour
- Healthcare benefits
- Discount through Dell for work from home basics
- Gympass for workouts
- Telus Employee Assistance Program for mental health resources
Work Mode
This is a remote position open to candidates located within the United States.
Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
