Revenue Cycle Support Specialist - CT Revenue

About the role

PracticeTek is one of the largest retail‑healthcare tech providers in North America, offering everything a practitioner needs—from pre‑encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems—for over 40,000 clinics worldwide. Serving Chiropractic, Wellbeing, Vision and Dental providers and their patients, the company’s mission is to revolutionize retail healthcare practices effortlessly. PracticeTek values consistent care, staying ahead, a market‑in approach, effortless experiences, open ownership, and doing right in every decision.

Responsibilities

• Serve as a primary point of contact for CT Revenue customers with billing‑ and revenue‑cycle‑related questions.
• Guide customers through CT Revenue functionality and explain the information displayed within claims, payments, denials, and related workflows.
• Translate billing terminology into clear, customer‑friendly explanations and confirm the customer understands available next steps.
• Differentiate product‑use questions from billing, payer, configuration, training, and technical issues, and route each appropriately.
• Maintain professional, empathetic communication while setting realistic expectations for ownership, follow‑up, and resolution.
• Support questions involving Chiropractic Manipulative Treatment (CMT), including common codes 98940, 98941, and 98942, as well as related Evaluation and Management and therapy/rehabilitation services.
• Explain common concepts such as active treatment versus maintenance care, medical necessity, documentation requirements, modifiers, authorizations, visit limits, coordination of benefits, and payer responses.
• Apply working knowledge of Medicare chiropractic billing concepts and commercial payer workflows when helping customers understand claim outcomes.
• Recognize personal injury and workers’ compensation scenarios and escalate questions that require specialized interpretation or customer‑specific direction.
• Research customer‑reported issues using available account information and established internal resources before escalating.
• Escalate complex coding, reimbursement, compliance, payer‑policy, or product‑defect questions with complete context and supporting documentation.
• Identify recurring questions and contribute to knowledge‑base articles, troubleshooting guides, training content, and support playbooks.
• Share customer feedback and recurring friction points with Product, Revenue Cycle, Implementation, and other partner teams.
• Meet established expectations for responsiveness, resolution quality, documentation, and customer satisfaction.
• Use support data and coaching feedback to improve first‑contact resolution and reduce avoidable escalations.
• Participate in ongoing training on CT Revenue, chiropractic billing, payer workflows, and support best practices.

Requirements

• 2+ years of experience in medical billing, revenue cycle operations, healthcare customer service, or healthcare technology support preferred.
• Hands‑on chiropractic billing experience strongly preferred, with familiarity with common CMT, E/M, therapy, modifier, denial, and payer concepts.
• Working knowledge of CPT, ICD‑10‑CM, HCPCS, insurance terminology, EOB/ERA concepts, claim status workflows, and common denial or rejection scenarios.
• Strong written and verbal communication skills with the ability to explain technical or billing concepts in simple, customer‑friendly language.
• Strong research, troubleshooting, and documentation skills with sound judgment about when an issue should be escalated.
• Comfort learning SaaS products, support platforms, payer portals, and healthcare workflows; prior healthcare software support experience is a plus.
• Medical billing or coding certification such as CPB or CPC is preferred but not required.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall