Client Support Specialist II - RCM

About the role

Kipu Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it’s through our people that we truly make a difference.

Responsibilities

• Resolves moderately complex billing and revenue cycle issues across Kipu Health’s platform.
• Applies strong knowledge of revenue cycle workflows, payer processes, system configuration, and integrated product functionality to diagnose and resolve issues impacting charge capture, claims submission, payment posting, reimbursement, and reporting outcomes.
• Applies sound judgment, cross-system reasoning, and clearly explains billing outcomes and documentation requirements correlating to system configuration to a variety of customer personas, including billing managers, finance leaders, and clinical staff.
• Manages multiple revenue-impacting cases with minimal oversight, ensuring timely and accurate follow-through.
• Documents cases thoroughly and consistently, including claim details, payer responses, financial impact, and troubleshooting steps; contributes to knowledge base improvements.
• Facilitates and/or completes minor system configuration changes for clients in accordance with predefined support processes.
• Explain moderately complex billing workflows, reimbursement outcomes, payer responses, and system behaviors clearly and independently.
• Demonstrate empathy and professionalism when addressing revenue-impacting or financially sensitive concerns.
• Deliver accurate, compliant resolutions across a broad range of moderately complex RCM issues, often on first attempt.
• Apply strong attention to detail by validating charges, claims status, payment application logic, configuration settings, and documentation completeness.
• Independently diagnose root causes for most billing and reimbursement issues across workflows, including documentation, configuration, and payer-related variables.
• Identify breakdowns spanning clinical documentation, charge capture, claim generation, and payer processing.
• Manage escalations involving financial risk or reimbursement delays, collaborating with Tier III or Product teams as appropriate.
• Propose practical corrective actions or configuration adjustments aligned with intended system behavior.
• Maintain emotional regulation and professional composure in high-stakes, revenue-impacting, or escalated/retention based situations.
• Adapt quickly to changes in payer requirements, regulatory updates, product enhancements, and workflow adjustments while maintaining performance standards.
• Provide clear, timely handoffs and proactive communication to internal teams, including Product, Engineering, Implementation, and other Support functions.
• Write high-quality reproduction cases with diagnostics, environment details, and clear expected vs unexpected behaviors.
• Apply severity and impact rubrics to support bug triage and accurate escalation.
• Validate fixes across environments and support quality assurance through testing and confirmation.
• Demonstrate technical fluency in understanding how EMR documentation, CRM workflows, and billing configuration interact to affect revenue cycle outcomes.
• Identify basic unintended system behavior and form evidence-based hypotheses about root cause when escalating or troubleshooting.

Qualifications

• 2–5 years of experience in healthcare billing support, revenue cycle management, healthcare technology, or SaaS support with demonstrated exposure to billing workflows preferred.
• Experience supporting EMR billing modules, clearinghouse interactions, payer workflows, or healthcare reimbursement processes strongly preferred.
• Internal candidates who do not meet the external experience criteria may be considered if they: Have a minimum of 12 months of experience in the Associate Support Specialist – RCM role, and Demonstrate consistent proficiency across Level I RCM competencies, including resolution accuracy, documentation quality, billing workflow knowledge, and independent case management.
• Promotion eligibility will be based on demonstrated competency and sustained performance, not tenure alone.
• Proficient at using various applications including spreadsheet, report writing, project management, word processing, presentation creation/editing, communicate by e-mail.
• Familiarity with basic AI-powered tools (such as AI-assisted writing, summarization, or search tools) and the ability to use simple prompts to improve efficiency, accuracy, and documentation quality.

Benefits & Compensation

• Highly competitive salary based on market compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• Employee Career Path Program.
• 401(K) with Company Match.