Remote job
Specialist I, Client Billing Support
Job details
About this role
Role overview
Support clients and therapists with billing-related questions and technical issues on a mental health care platform. You’ll investigate problems, explain insurance and platform details clearly, and share recurring issues with product teams so the service can improve. The position is fully remote, hourly, and non-exempt.
Responsibilities - Respond to client and therapist questions through phone and live chat, troubleshooting and resolving issues. - Investigate customer problems to identify underlying causes and collaborate with product colleagues on platform improvements. - Explain how to use the platform and help customers understand insurance benefits and billing information. - Act as a consistent point of contact, listening to concerns and advocating for a clear, helpful customer experience. - Meet quantitative service expectations, including daily conversation volume, while adapting to changing customer needs.
Requirements - At least one year of experience with insurance across multiple commercial and government payors. - Familiarity with medical terminology and ICD-10/CPT codes; mental health experience is preferred. - Experience verifying benefits and interpreting explanations of benefits using Claim.MD, Availity, or similar tools. - Experience working with multiple payor portals and clearly explaining coverage to patients. - Self-direction, curiosity, problem-solving skills, and comfort with ambiguity and asynchronous communication. - Empathy, strong customer focus, ability to work independently and remotely, and comfort meeting service metrics.
Nice to have
Spanish-English bilingual ability is a plus.
Benefits and work setup
The listed fully remote rate is $24.03 per hour. The role includes travel two to three times per year for company or department gatherings. Benefits include medical, dental, vision, life, and disability coverage; access to therapy for eligible U.S. employees; retirement and equity programs; flexible time off, paid holidays and winter break; parental leave; wellness and development support; and home office and meal benefits.