Support Subject Matter Expert, Elation Billing

Role overview

Handle complex medical billing and revenue cycle cases that require practical judgment beyond scripted support. This is a frontline role in a live support queue: you will investigate each practice’s billing context, resolve difficult issues, and help the wider support team recognize patterns and improve its guidance.

Responsibilities

- Own escalated cases involving claims workflows, coding logic, payer decisions and denials, accounts receivable, and collections. - Help support specialists investigate cases that require deeper billing expertise, including through collaborative case reviews. - Assess a practice’s payment model, staffing, and existing processes to distinguish software defects from configuration or workflow problems. - Share recurring edge cases, payer trends, and denial patterns with product and engineering partners. - Maintain billing guidance, procedures, and response templates; help improve automated case suggestions with practical billing context. - Track case quality and resolution patterns, flagging recurring root causes and helping colleagues build their revenue cycle knowledge.

Requirements

- At least three years of hands-on medical billing or revenue cycle experience, including claims submission, payer follow-up, denial management, and accounts receivable. - Working knowledge of CPT and ICD-10 coding logic, claims adjudication, and payer rules for commercial and government plans. - Experience with an EHR, practice management, or medical billing platform. - Clear written and verbal communication, including the ability to explain complex billing issues to practices and colleagues. - Comfort working directly in a live case queue, with the judgment to go beyond scripted troubleshooting when needed. - Self-directed, detail-oriented approach to investigating and resolving cases.

Nice to have

- CPB, CRCR, or CHFP certification, completed or in progress. - Experience supporting independent primary care or small-group practices, or working in SaaS or EHR support, customer success, or implementation. - Exposure to AI-assisted support tools or process improvement methods such as Lean or Six Sigma.