[Remote] Billing Support Specialist

Note: The job is a remote job and is open to candidates in USA. Tebra is an all-in-one EHR+ platform designed for independent healthcare practices. The Billing Support Specialist will provide exceptional service by resolving billing inquiries, assisting customers with software navigation, 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
• 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
• Associate's degree preferred
• 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

Benefits

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

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