About the Role

You will play a vital role in providing top-tier service by delivering fast, accurate, and effective solutions to billing company customers. Your ability to understand customer needs and resolve issues efficiently will directly impact customer satisfaction and help meet their objectives. If you’re passionate about problem-solving, delivering exceptional service, and making a difference in a dynamic environment, this role offers the opportunity to contribute meaningfully to both customer success and business growth.

Your Area of Focus

• Provide support across our full customer base via various channels, addressing complex product and technical inquiries with accuracy and efficiency.
• 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 (insurance companies), Clearinghouses, and internal teams (e.g., enrollments, product, engineering) 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.

Your Professional Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• 1-year minimum experience in customer support, technical support, or billing support, preferably for a billing company, medical office billing team, contact center or healthcare Saas company.
• Experience in Medical Billing or Healthcare industry.
• Understanding of medical billing workflows, insurance claims submissions, and payment processing.
• Familiarity with CPT, ICD-10, HCPCS codes, medical terminology and denial management is a plus.
• Knowledge of CMS forms, payer policies, and the US Payer landscape preferred.
• Experience with EHR/EMR, practice management software, or healthcare revenue cycle management systems preferred.
• Knowledge of HIPPA 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.
• Experience using CRM platforms such as Salesforce.
• Strong multi-tasking and time management skills.

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