Billing Support Specialist II

About the Opportunity

The organization believes that mental health is just as important as physical health. It recognizes that mental health issues can be complex and multifaceted, and is dedicated to treating the whole person, not just the symptoms. The organization aims to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.

The organization believes that by providing quality care that is both evidence-based and compassionate, it can empower individuals to take charge of their mental health and achieve their full potential. The team is passionate about making a positive impact on the lives of those struggling with mental health issues and strives to be a force for positive change in the field of mental healthcare.

This is a remote-first role. The company currently hires in most U.S. states, with the exception of Hawaii.

About the Role

The company is seeking a Billing Support Specialist to join the Customer Experience Operations team and help resolve complex billing issues that matter deeply to patients.

• Investigate and resolve complex billing issues for patients.
• Collaborate with patients, insurance providers, internal teams, and external partners to ensure timely and accurate resolutions.
• Contribute to the improvement of patient experience and the strengthening of billing processes and resources.
• Handle case volume in a queue-based or ticket-based omnichannel support role.
• Independently receive, investigate, and resolve complex or escalated support issues.
• Communicate effectively with cross-functional partners and external stakeholders, including patients, vendors, and/or insurance companies.
• Maintain strong organization and attention to detail in a fast-paced environment.
• Manage multiple priorities while maintaining high quality of work.

Key Responsibilities

• Investigate and resolve complex billing issues for patients.
• Collaborate with patients, insurance providers, internal teams, and external partners to ensure timely and accurate resolutions.
• Contribute to the improvement of patient experience and the strengthening of billing processes and resources.
• Handle case volume in a queue-based or ticket-based omnichannel support role.
• Independently receive, investigate, and resolve complex or escalated support issues, using sound judgment, strong follow-through, and clear documentation.
• Communicate effectively with cross-functional partners and external stakeholders, including patients, vendors, and/or insurance companies to resolve complex issues and workflows.
• Maintain strong organization and attention to detail in a fast-paced environment, with the ability to manage multiple priorities while maintaining high quality.

Required Qualifications

• 2+ years of experience in medical billing, healthcare billing support, or revenue cycle operations, including experience with insurance claims, billing follow-up, benefit terminology, and patient billing questions.
• Hands-on expertise working in a queue-based or ticket-based omnichannel support role (phone, email, chat) where the majority of time is spent directly handling case volume.
• Experience independently receiving, investigating, and resolving complex or escalated support issues, using sound judgment, strong follow-through, and clear documentation.
• Experience communicating with cross-functional partners and external stakeholders, including patients, vendors, and/or insurance companies to resolve complex issues and workflows.
• Strong organization and attention to detail in a fast-paced environment, with the ability to manage multiple priorities while maintaining high quality.

Preferred Qualifications

• 1+ years of experience in a high-growth and/or start-up environment, preferably in healthcare, patient advocacy, or a related field.
• Experience supporting behavioral health, mental health, or other sensitive healthcare populations.
• Proficiency with tools such as Zendesk, Salesforce, Google Suite, EHR, billing systems, and/or similar platforms.
• Experience working with Medicare, Medicaid, Medigap, EAP, or other non-commercial benefit structures.
• Experience partnering closely with BPO teams or outsourced support partners.