Product Support Representative IV - REMOTE
About Net Health
Belong. Thrive. Make a Difference. Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you. A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!
Job Overview
Provides specialized application support to clients utilizing the company's revenue cycle management software, with a focus on therapy direct billing workflows. This role requires hands-on knowledge of the healthcare revenue cycle — from charge entry through claims submission, clearinghouse processing, and remittance — to accurately diagnose client issues and deliver clear, effective resolutions.
Responsibilities
- Responds to product application support inquiries from clients regarding revenue cycle workflows, including claims processing, payer configurations, remittance posting, and direct billing functions within the company's software.
- Receives and triages support cases, gathering relevant client information to accurately identify the nature and scope of the issue.
- Diagnoses problems within revenue cycle software applications by reviewing client workflows, system logs, and claim data to pinpoint root causes and determine appropriate corrective action.
- Investigates claim submission and processing issues across the full claim lifecycle — from charge entry and clearinghouse transmission through 837/835 file processing, ERA receipt, and payment posting.
- Troubleshoots clearinghouse-related issues, including 837 transaction errors, acknowledgment (999/TA1) rejections, and 835 remittance file discrepancies, and communicates findings and resolution steps clearly to the client.
- Analyzes payer-specific billing rules, claim edits, and rejection patterns to identify workflow gaps and recommend solutions within the software application.
- Leverages knowledge of direct billing workflows — including payer setup, claim submission, billing exception management, and remittance reconciliation — to support clients navigating therapy-specific billing environments.
- Surfaces patterns, recurring issues, and client feedback to internal stakeholders for product and process improvements.
- Contributes to internal knowledge base resources, process documentation, and troubleshooting guides to support team consistency and scalability.
- Ensures consistent service quality during critical coverage windows, including holidays and off-hours, as needed.
Qualifications
- Minimum education: High School Diploma or equivalent GED
- 3+ years of experience in a revenue cycle, healthcare billing, or related application support role
- Demonstrated experience with therapy direct billing workflows, including payer setup, claim submission, billing exception management, and remittance reconciliation — experience working within Optima Therapy strongly preferred
- Prior experience with NetHealth direct bill RCM software strongly preferred
- Familiarity with therapy-specific billing requirements including UB-04 and CMS-1500 claim forms, therapy cap tracking, and Medicare/Medicaid billing rules
- Experience working with or supporting SNF, outpatient therapy, or home health billing teams in a billing, support, or implementation capacity
- Required Software Experience:
- Microsoft Office
- Common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet, or equivalent)
- Optima Therapy — direct billing module experience strongly preferred; NetHealth experience a significant plus
- Revenue cycle or practice management platforms with direct billing capability (e.g., WebPT, Raintree, Clinicient, or equivalent)
- Healthcare clearinghouse tools and EDI transaction experience (837, 835, 999/TA1)