Responsibilities
- Deliver accurate and efficient support to all customers through phone, email, and chat, handling advanced product and technical questions.
- Consistently demonstrate professionalism, empathy, and a positive demeanor in every customer interaction.
- Conduct in-depth analysis to determine the underlying causes of issues, spot recurring patterns, and suggest improvements.
- Help customers use the software effectively, including managing patient accounts and navigating key features.
- Advise clients on optimal use of the platform for revenue cycle operations, including claims filing, payment handling, collections, and denial resolution.
- Keep comprehensive and accurate logs of all customer communications, solutions provided, and next steps according to company protocols.
- Recognize, record, and escalate software defects, system constraints, or repeated problems to product and engineering departments.
- Uphold strict compliance with HIPAA and healthcare data privacy rules during all support activities and data access.
- Work closely with insurance providers, clearinghouses, and internal teams like enrollment, product, and engineering to resolve escalated cases.
- Partner with training departments to enhance user-facing resources such as FAQs, self-help articles, and instructional guides.
- Achieve or surpass performance targets related to customer satisfaction, issue resolution speed, and service quality.
- Manage a large number of incoming calls each day, ensuring prompt, precise responses to customer needs.
Requirements
- High school diploma or equivalent
- Minimum of one year of experience in customer service, technical support, or billing support, ideally within a medical billing company, clinic, contact center, or healthcare software environment
- Background in medical billing or the healthcare sector
- Familiarity with medical billing processes, insurance claim submissions, and payment workflows
- Knowledge of HIPAA regulations and secure data handling practices
- Ability to troubleshoot and navigate cloud-based software platforms and integrations
- Strong communication and interpersonal abilities for engaging with healthcare professionals and billing staff
- Proven ability to manage multiple tasks and prioritize time efficiently
Nice to Have
- Associate’s degree
- Experience with CPT, ICD-10, HCPCS coding systems, medical terminology, and denial resolution
- Understanding of CMS forms, payer-specific policies, and the U.S. insurance landscape
- Hands-on experience with electronic health records (EHR), practice management systems, or revenue cycle platforms
- Basic understanding of coding as it applies to billing and claims
- Knowledge of claims filing procedures and payer interactions, including EDI enrollment
- Analytical skills to quickly identify and fix billing discrepancies
- Experience using CRM tools such as Salesforce
Benefits
- Healthcare benefits
- Discount through Dell
- Gympass for fitness access
- TelusEmployee Assistance Program for mental health support
Other
- Need work from home essentials? We offer a discount through Dell!
- We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
