Revenue Cycle Support Lead - CT Revenue
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to map content to appropriate headings. The posting includes: "About PracticeTek" (company overview). Could map to "About the role"? Might be okay. Then "Why You'll Love It Here" -> Benefits. Then "What You'll Do" -> Responsibilities. Then "Essential Responsibilities" maybe duplicate; but we can combine responsibilities. Then qualifications: "Your unique talents are what makes you shine." -> Requirements/Qualifications/Skills. Also there is "Required relevant experience:" etc. So we can put under Requirements.
We must not repeat job title as heading. No Job ID. Remove boilerplate.
We need to preserve all substantive information. So we need to include the content paragraphs and lists.
We need to use - for any list of duties/requirements/benefits. So we need to identify lists.
In "Why You'll Love It Here": bullet list: Comprehensive health..., Wellness benefits..., Flexible paid time off..., 401(k) plan..., Culture Committee..., A workplace powered...
We need to output as
- each.
In "What You'll Do": there is a paragraph describing role, then "Essential Responsibilities" with subheadings: "Escalation Leadership & Customer Outcomes", "Chiropractic & Revenue Cycle Subject-Matter Leadership", "Suggested Coding & Documentation Quality Review", "Rule Management & Governance", "Team Leadership & Quality", "Knowledge, Product Feedback & Continuous Improvement", "Support Performance & Operational Excellence". Each of these has bullet-like sentences but not explicit bullet list. However we can treat each as a
- list? The instruction: Use
- for any list of duties/requirements/benefits. The content includes paragraphs with multiple sentences; not explicit bullet list. Might be okay to keep as
. But we could convert each responsibility heading into
? Not allowed; only headings allowed are for section headings. So we should keep responsibilities as
paragraphs.
Similarly qualifications: list of bullet-like items: "5+ years of experience...", "3+ years of chiropractic billing experience...", etc. Those are separate sentences but could be turned into
- . Probably better to make list.
We need to preserve all substantive info; we can convert to list.
We must not invent or summarize away detail. So we need to keep the exact wording? Probably we can keep same sentences but wrap in
- . That's fine.
We need to output only HTML fragment.
Let's structure:
About the role
... company overview ...
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
Responsibilities
The CT Revenue Support Lead is the senior operational and subject-matter resource for customer support questions involving CT Revenue, chiropractic billing, coding documentation, and revenue cycle workflows. This role is the strongest SME and trainer for the support organization, helping ensure customers receive accurate, consistent, and timely support, leading complex escalations, developing the team's billing and coding knowledge, and connecting recurring customer issues to Product, Engineering, Revenue Cycle, Implementation, Data Science, and other internal partners. The role does not own or execute customer billing operations. Its focus is support quality, customer education, investigation, escalation management, team enablement, governed product feedback, and continuous improvement.
Lead complex CT Revenue support escalations involving chiropractic billing and revenue cycle workflows while maintaining clear boundaries around customer billing ownership. Establish consistent support standards for billing-related questions, case investigation, documentation, escalation, and customer communication. Coach and develop support specialists and senior specialists so the team can resolve more customer questions accurately at the right level. Partner cross-functionally to distinguish customer education needs from billing questions, product issues, configuration gaps, and defects. Use support trends and customer feedback to improve knowledge, workflows, product experience, and operational performance.
Escalation Leadership & Customer Outcomes: Serve as the highest-level support resource for complex customer questions involving claims, denials, payer responses, payment information, reimbursement concepts, and chiropractic workflows. Guide the team in providing clear explanations and supportable next steps without making customer-specific billing decisions or assuming responsibility for the customer's billing operation. Coordinate high-impact or sensitive escalations across Product, Engineering, Revenue Cycle, Implementation, Compliance, and leadership as appropriate. Ensure escalated cases have clear ownership, complete documentation, timely updates, and a documented resolution or handoff.
Chiropractic & Revenue Cycle Subject-Matter Leadership: Maintain advanced working knowledge of CMT, including 98940, 98941, and 98942, along with E/M, therapy, rehabilitation, CPT, HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, documentation requirements, claim lifecycle, and payer response concepts. Help the team accurately explain Medicare chiropractic concepts, active treatment versus maintenance care, medical necessity, documentation requirements, authorizations, visit limits, and common denial patterns. Ensure specialized scenarios such as personal injury, workers' compensation, coordination of benefits, and payer-specific policy questions are routed to the appropriate authoritative resource. Partner with internal billing and compliance experts to keep support guidance current and to prevent unsupported or overly definitive customer advice.
Suggested Coding & Documentation Quality Review: Review encounter notes and SOAP notes against CT Revenue Suggested Coding outputs to validate whether documentation supports the suggested CPT/HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, and other coding requirements. Identify incorrect, unsupported, incomplete, or missed coding suggestions; document the evidence and label the issue clearly for Product and Data Science. Own a coding-quality feedback loop that translates human SME review into prioritized improvement opportunities while keeping coding suggestions advisory and subject to human review; system output must not become autonomous coding enforcement. Train and calibrate support specialists on encounter-note compliance, documentation support, coding boundaries, and when to escalate to an authoritative coding or compliance resource. Lead practical review of denials, appeals, payment posting, and reconciliation scenarios, including maintenance and enhancement of CARC/RARC denial-code-to-workflow mapping logic and its documentation.
Rule Management & Governance: Coordinate human-in-the-loop review of AI-generated and human-generated rule candidates, evaluating supporting evidence, run quality, proposal precision, and false-positive risk before any change is advanced. Make or facilitate documented promote, reject, or defer decisions for candidates entering the governed Rules Registry lifecycle; AI may propose, but human review determines what proceeds. Drive closed-loop learning with Product, Engineering, and Data Science by labeling outcomes, monitoring precision and false positives, and using rejection and denial signals to improve future rule discovery without allowing model output to become autonomous enforcement. Coordinate with Product and R&D on rule-engine capability gaps, including schema and operator additions, rule-console usability, and other tooling needed for safe review and maintenance. Communicate upcoming enforcement changes to internal operations and customers ahead of promotion, with the relevant evidence and monitoring expectations attached.
Team Leadership & Quality: Coach support specialists through case reviews, calibration sessions, side-by-side troubleshooting, and targeted skill development. Establish expectations for response quality, documentation, escalation judgment, case ownership, and customer experience. Support onboarding and ongoing training for CT Revenue, revenue-cycle fundamentals, chiropractic billing, and payer workflow concepts. Review quality and performance data to identify coaching needs, process gaps, and opportunities to improve first-contact resolution.
Knowledge, Product Feedback & Continuous Improvement: Own the quality and consistency of internal support content for billing-related CT Revenue workflows, including knowledge articles, troubleshooting guides, escalation paths, and decision trees. Analyze recurring case drivers and customer friction to identify product usability issues, training opportunities, or systemic workflow problems. Provide structured, evidence-based feedback to Product and Engineering and help validate whether reported behavior is expected, configuration-related, data-related, or a product defect. Maintain a clear operational view of denials, appeals, payment posting, reconciliation, payer responses, and CARC/RARC mapping gaps so recurring workflow issues can be escalated, explained, and improved without taking over the customer's billing work. Partner with Support Operations to improve workflows, routing, service levels, reporting, and operational visibility for revenue-cycle-related support.
Support Performance & Operational Excellence: Monitor customer satisfaction, response and resolution times, escalation volume, first-contact resolution, case quality, and recurring billing-related support drivers. Use support data to improve team capacity, case routing, training priorities, and escalation effectiveness. Promote a culture of accountability, learning, customer empathy, and disciplined problem solving across the CT Revenue support team.
Requirements
- 5+ years of experience in medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function preferred.
- 3+ years of chiropractic billing experience strongly preferred, with advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows.
- Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource preferred.
- Strong knowledge of CPT, ICD-10-CM, HCPCS, claims, EOB/ERA concepts, payer processes, reimbursement terminology, and common revenue-cycle workflows.
- Demonstrated ability to translate complex billing concepts into accurate, understandable customer guidance while recognizing when authoritative escalation is required.
- Strong leadership, coaching, communication, de-escalation, analytical, and cross-functional problem-solving skills.
- Experience developing support documentation, training materials, quality standards, or operational playbooks is preferred.
- Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows is preferred.
- Required relevant experience: CPC-level physician or outpatient coding and encounter-note/SOAP-note compliance expertise is the highest-priority qualification. The candidate must hold CPC, CPB, CRCR, or a comparable recognized healthcare coding, billing, or revenue-cycle credential, or demonstrate equivalent depth of relevant experience. CPC is strongly preferred for coding and documentation leadership; CPB is especially relevant to near-term denials and billing operations, and CRCR is valuable as the role expands into broader revenue-cycle management.
We should also include maybe a short paragraph about "What You'll Do Here's how you'll help us bring our mission to life and show up as a Trusted Partner:" but we already covered responsibilities.
We need to ensure we didn't miss any substantive info like "Here's how you'll help us bring our mission to life and show up as a Trusted Partner:" appears
- each.
In "What You'll Do": there is a paragraph describing role, then "Essential Responsibilities" with subheadings: "Escalation Leadership & Customer Outcomes", "Chiropractic & Revenue Cycle Subject-Matter Leadership", "Suggested Coding & Documentation Quality Review", "Rule Management & Governance", "Team Leadership & Quality", "Knowledge, Product Feedback & Continuous Improvement", "Support Performance & Operational Excellence". Each of these has bullet-like sentences but not explicit bullet list. However we can treat each as a
- list? The instruction: Use
- for any list of duties/requirements/benefits. The content includes paragraphs with multiple sentences; not explicit bullet list. Might be okay to keep as
. But we could convert each responsibility heading into
? Not allowed; only headings allowed are
for section headings. So we should keep responsibilities as
paragraphs. Similarly qualifications: list of bullet-like items: "5+ years of experience...", "3+ years of chiropractic billing experience...", etc. Those are separate sentences but could be turned into
- . Probably better to make list. We need to preserve all substantive info; we can convert to list. We must not invent or summarize away detail. So we need to keep the exact wording? Probably we can keep same sentences but wrap in
- . That's fine.
We need to output only HTML fragment.
Let's structure:
About the role
... company overview ...
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
Responsibilities
The CT Revenue Support Lead is the senior operational and subject-matter resource for customer support questions involving CT Revenue, chiropractic billing, coding documentation, and revenue cycle workflows. This role is the strongest SME and trainer for the support organization, helping ensure customers receive accurate, consistent, and timely support, leading complex escalations, developing the team's billing and coding knowledge, and connecting recurring customer issues to Product, Engineering, Revenue Cycle, Implementation, Data Science, and other internal partners. The role does not own or execute customer billing operations. Its focus is support quality, customer education, investigation, escalation management, team enablement, governed product feedback, and continuous improvement.
Lead complex CT Revenue support escalations involving chiropractic billing and revenue cycle workflows while maintaining clear boundaries around customer billing ownership. Establish consistent support standards for billing-related questions, case investigation, documentation, escalation, and customer communication. Coach and develop support specialists and senior specialists so the team can resolve more customer questions accurately at the right level. Partner cross-functionally to distinguish customer education needs from billing questions, product issues, configuration gaps, and defects. Use support trends and customer feedback to improve knowledge, workflows, product experience, and operational performance.
Escalation Leadership & Customer Outcomes: Serve as the highest-level support resource for complex customer questions involving claims, denials, payer responses, payment information, reimbursement concepts, and chiropractic workflows. Guide the team in providing clear explanations and supportable next steps without making customer-specific billing decisions or assuming responsibility for the customer's billing operation. Coordinate high-impact or sensitive escalations across Product, Engineering, Revenue Cycle, Implementation, Compliance, and leadership as appropriate. Ensure escalated cases have clear ownership, complete documentation, timely updates, and a documented resolution or handoff.
Chiropractic & Revenue Cycle Subject-Matter Leadership: Maintain advanced working knowledge of CMT, including 98940, 98941, and 98942, along with E/M, therapy, rehabilitation, CPT, HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, documentation requirements, claim lifecycle, and payer response concepts. Help the team accurately explain Medicare chiropractic concepts, active treatment versus maintenance care, medical necessity, documentation requirements, authorizations, visit limits, and common denial patterns. Ensure specialized scenarios such as personal injury, workers' compensation, coordination of benefits, and payer-specific policy questions are routed to the appropriate authoritative resource. Partner with internal billing and compliance experts to keep support guidance current and to prevent unsupported or overly definitive customer advice.
Suggested Coding & Documentation Quality Review: Review encounter notes and SOAP notes against CT Revenue Suggested Coding outputs to validate whether documentation supports the suggested CPT/HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, and other coding requirements. Identify incorrect, unsupported, incomplete, or missed coding suggestions; document the evidence and label the issue clearly for Product and Data Science. Own a coding-quality feedback loop that translates human SME review into prioritized improvement opportunities while keeping coding suggestions advisory and subject to human review; system output must not become autonomous coding enforcement. Train and calibrate support specialists on encounter-note compliance, documentation support, coding boundaries, and when to escalate to an authoritative coding or compliance resource. Lead practical review of denials, appeals, payment posting, and reconciliation scenarios, including maintenance and enhancement of CARC/RARC denial-code-to-workflow mapping logic and its documentation.
Rule Management & Governance: Coordinate human-in-the-loop review of AI-generated and human-generated rule candidates, evaluating supporting evidence, run quality, proposal precision, and false-positive risk before any change is advanced. Make or facilitate documented promote, reject, or defer decisions for candidates entering the governed Rules Registry lifecycle; AI may propose, but human review determines what proceeds. Drive closed-loop learning with Product, Engineering, and Data Science by labeling outcomes, monitoring precision and false positives, and using rejection and denial signals to improve future rule discovery without allowing model output to become autonomous enforcement. Coordinate with Product and R&D on rule-engine capability gaps, including schema and operator additions, rule-console usability, and other tooling needed for safe review and maintenance. Communicate upcoming enforcement changes to internal operations and customers ahead of promotion, with the relevant evidence and monitoring expectations attached.
Team Leadership & Quality: Coach support specialists through case reviews, calibration sessions, side-by-side troubleshooting, and targeted skill development. Establish expectations for response quality, documentation, escalation judgment, case ownership, and customer experience. Support onboarding and ongoing training for CT Revenue, revenue-cycle fundamentals, chiropractic billing, and payer workflow concepts. Review quality and performance data to identify coaching needs, process gaps, and opportunities to improve first-contact resolution.
Knowledge, Product Feedback & Continuous Improvement: Own the quality and consistency of internal support content for billing-related CT Revenue workflows, including knowledge articles, troubleshooting guides, escalation paths, and decision trees. Analyze recurring case drivers and customer friction to identify product usability issues, training opportunities, or systemic workflow problems. Provide structured, evidence-based feedback to Product and Engineering and help validate whether reported behavior is expected, configuration-related, data-related, or a product defect. Maintain a clear operational view of denials, appeals, payment posting, reconciliation, payer responses, and CARC/RARC mapping gaps so recurring workflow issues can be escalated, explained, and improved without taking over the customer's billing work. Partner with Support Operations to improve workflows, routing, service levels, reporting, and operational visibility for revenue-cycle-related support.
Support Performance & Operational Excellence: Monitor customer satisfaction, response and resolution times, escalation volume, first-contact resolution, case quality, and recurring billing-related support drivers. Use support data to improve team capacity, case routing, training priorities, and escalation effectiveness. Promote a culture of accountability, learning, customer empathy, and disciplined problem solving across the CT Revenue support team.
Requirements
- 5+ years of experience in medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function preferred.
- 3+ years of chiropractic billing experience strongly preferred, with advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows.
- Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource preferred.
- Strong knowledge of CPT, ICD-10-CM, HCPCS, claims, EOB/ERA concepts, payer processes, reimbursement terminology, and common revenue-cycle workflows.
- Demonstrated ability to translate complex billing concepts into accurate, understandable customer guidance while recognizing when authoritative escalation is required.
- Strong leadership, coaching, communication, de-escalation, analytical, and cross-functional problem-solving skills.
- Experience developing support documentation, training materials, quality standards, or operational playbooks is preferred.
- Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows is preferred.
- Required relevant experience: CPC-level physician or outpatient coding and encounter-note/SOAP-note compliance expertise is the highest-priority qualification. The candidate must hold CPC, CPB, CRCR, or a comparable recognized healthcare coding, billing, or revenue-cycle credential, or demonstrate equivalent depth of relevant experience. CPC is strongly preferred for coding and documentation leadership; CPB is especially relevant to near-term denials and billing operations, and CRCR is valuable as the role expands into broader revenue-cycle management.
- for any list of duties/requirements/benefits. The content includes paragraphs with multiple sentences; not explicit bullet list. Might be okay to keep as
- list? The instruction: Use