Customer Support Specialist - $23.31 - $25.00 per hour

About the Role

This role focuses on delivering high-quality assistance to customers using a billing and revenue cycle management platform.

The position supports users by addressing product questions, resolving technical and billing-related concerns, and ensuring issues are handled quickly and accurately.

The work directly impacts customer satisfaction by helping users navigate the platform, manage billing workflows, and resolve complex questions related to claims, payments, and revenue cycle processes.

What You’ll Do

• Provide support to customers through multiple channels while responding to billing, product, and technical inquiries.
• Maintain a professional, empathetic, and customer-focused approach during all interactions.
• Investigate issues thoroughly and perform root cause analysis to identify patterns and recommend improvements.
• Assist users in navigating the software, managing patient accounts, and utilizing platform features.
• Guide customers on best practices related to revenue cycle management, claims submission, payment processing, collections, and denial management.
• Document customer interactions, resolutions, and follow-up actions according to established procedures.
• Identify software defects, system limitations, and recurring issues, and escalate them to product or engineering teams.
• Follow strict data protection and healthcare privacy requirements when handling customer information.
• Work with payers, clearinghouses, and internal teams to resolve escalated billing or system issues.
• Collaborate with training teams to enhance help documentation, FAQs, and knowledge base content.
• Meet performance targets related to resolution times, quality metrics, and customer satisfaction.
• Handle a high volume of inbound customer calls and support requests daily.

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• At least 1 year of experience in customer support, technical support, or billing support.
• Experience working with billing teams, medical offices, contact centers, or healthcare SaaS platforms preferred.
• Understanding of medical billing processes, insurance claims workflows, and payment processing.
• Familiarity with CPT, ICD-10, HCPCS codes, and denial management practices is beneficial.
• Knowledge of CMS forms, payer policies, and the U.S. insurance landscape is preferred.
• Experience with EHR, EMR, practice management software, or healthcare revenue cycle systems.
• Understanding of healthcare privacy standards and secure data handling practices.
• Ability to troubleshoot SaaS platforms and related integrations.
• Basic familiarity with coding concepts related to billing or claims processing.
• Understanding of claims submissions and payer communication processes, including EDI enrollment.
• Strong analytical skills for diagnosing billing or system-related issues.
• Excellent communication skills for working with healthcare providers and billing teams.
• Experience with CRM platforms such as Salesforce.
• Strong multitasking, organization, and time management skills.