[Remote] Billing Support Specialist

Note: The job is a remote job and is open to candidates in USA. Tebra is a company that aims to unlock better healthcare by helping independent practices provide modernized care to patients. The Billing Support Specialist will deliver exceptional service to billing company customers by resolving inquiries and issues efficiently, maintaining customer satisfaction, and ensuring compliance with healthcare regulations.

Responsibilities

• 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

Skills

• 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
• 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
• Strong multi-tasking and time management skills
• 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
• Experience using CRM platforms such as Salesforce

Benefits

• Discount through Dell
• Gympass for a great workout
• Telus Employee Assistance Program to find mental health resources
• Wellness and childcare subsidy
• University/Education discount
• Gympass for access to health and fitness apps
• Telus Employee Assistance Program to find mental health resources

Company Overview