Billing Support Specialist

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Requirements:

• High school diploma or equivalent required; associate’s degree preferred
• 12-month 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

Responsibilities:

• Provide billing support to healthcare providers, billers, and administrative teams via phone, email, and chat.
• Resolve technical issues regarding billing, claims processing, utilizing features effectively, and payment issues within the platform.
• Assist users in navigating the software, managing patient accounts, and utilizing features effectively.
• Utilize Salesforce to log, track, and manage customer support cases.
• Identify, document, and escalate software bugs, system limitations, or recurring issues to product and engineering teams.
• Guide customers on best practices for revenue cycle management, claims submission, payment processing, collections, and denial management within our platform.
• Ensure compliance with HIPAA and healthcare data security regulations when handling sensitive information.
• Collaborate with training teams to improve self-help documentation, FAQs, and user guides.
• Meet or exceed customer satisfaction, response time, and resolution targets.
• Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.