[Remote] Benefits & Billing Coordinator (Temporary)

Note: The job is a remote job and is open to candidates in USA. Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They are seeking a Benefits & Billing Coordinator to provide exceptional support to members by managing inquiries related to benefits, insurance verification, and billing disputes through various communication channels.

Responsibilities

• Manage a steady, high volume of inbound calls and emails daily
• Help members with a wide variety of needs; including but not limited to, benefit and cost education, insurance verification, and billing disputes, while remaining agile enough to resolve or triage additional member concerns as they arise
• Act as a first-line troubleshooter for members facing technical hurdles, particularly around payment processing and platform navigation
• Escalate issues as needed to cross-functional partners for resolution
• Communicate sensitive health and financial information with high emotional intelligence
• De-escalate stressful situations by actively listening and providing solution-focused support, all while remaining strictly HIPAA compliant
• Work closely with internal teams to resolve complex issues quickly, ensuring no member request falls through the cracks
• Resolve member inquiries with a high sense of urgency while adhering strictly to established workflows and SOPs
• Act as a vital feedback loop, identifying and surfacing trends in member concerns and your own observations to help us continuously optimize our processes
• Consistently addressing inquiries and requests promptly and effectively, demonstrating responsiveness and reliability in service delivery
• Consistently meeting or exceeding Productity, Adherence and Quality KPIs
• Maintaining Quality expectations; closely following established processes on interactions
• Successfully managing escalated issues to resolution (via de-escalation or triage), ensuring that concerns are addressed in a timely and compassionate manner
• Actively contributing to process improvements aimed at enhancing service delivery, overall satisfaction, client needs and contributing to product improvements
• Collaborating effectively with internal and external stakeholders to facilitate seamless care transitions and support comprehensive care plans
• Adherence to all company policies in compliance with regulatory standards (e.g., HIPAA), ensuring data privacy and integrity

Skills

• At least one year of customer service experience
• Preferably in a high volume, contact center environment
• At least one year of experience in member benefits (eligibility, verification, etc.) and/or billing (billing disputes, payment processing, claims, etc.)
• Ability to navigate sensitive member needs with urgency and in a resilient manner
• Ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment
• Experience working with individuals with diverse backgrounds and needs
• Proven experience in handling sensitive information or supporting individuals in distress
• Strong empathetic listening skills
• Exhibit effective and proactive communication with peers and leadership
• Ability to maintain composure and professionalism under pressure
• Understanding of confidentiality and privacy regulations/policies
• Exhibit resourcefulness, creativity, ambition, and a strong problem-solving mindset
• Ability to thrive in a fast-paced, dynamic environment while meeting the performance metrics of the role
• Technical proficiency, including the ability to troubleshoot and guide effectively
• A designated private work environment to ensure adherence to data privacy and integrity
• Experience working in Jira, Zendesk, and other ticketing systems
• Experience in a phone support role working with sensitive health information
• Experience working in healthcare/health tech

Company Overview