THE JOB AT A GLANCE
The Billing Support Specialist is a frontline, high-volume call center role responsible for assisting patients with billing questions through inbound calls and email correspondence. This role requires strong communication skills, attention to detail, and the ability to manage multiple inquiries simultaneously while maintaining accuracy, empathy, and professionalism. You will play a critical role in resolving billing issues, processing claim resubmissions, managing patient escalations, and ensuring a positive patient experience.
WHAT YOU’LL DO
- Handle a high volume of inbound patient calls related to billing inquiries in a timely and professional manner.
- Respond to patient emails regarding billing, claims, and payments with clear, accurate, and thorough information within established email SLAs.
- Research, investigate, and resolve patient billing issues, ensuring all concerns are fully addressed.
- Perform claim corrections and resubmissions to support timely and accurate reimbursement.
- Review and update patient billing and insurance information to ensure records are accurate and complete.
- Receive and manage patient escalations, demonstrating strong de-escalation skills and escalating issues internally when necessary.
- Maintain detailed documentation of all patient interactions, escalations, and resolutions in the system.
- Escalate complex or unresolved billing issues to appropriate internal teams while keeping patients informed.
- Collaborate with billing, revenue cycle, and cross-functional teams to streamline workflows and improve service efficiency.
- Identify trends or recurring issues and provide feedback to help improve billing processes and the overall patient experience.
- Maintain productivity and quality standards in a fast-paced, high-volume call center environment.
ABOUT YOU
- Strong verbal and written communication skills with the ability to empathize with patients and de-escalate concerns.
- Experience in a high-volume call center or customer service environment.
- 2 years minimum experience in U.S. healthcare billing, including physician and outpatient claims, validating patient eligibility, and familiarity with CPT and DX codes strongly preferred.
- Working knowledge of medical billing, insurance processes, and claims workflows, including PPO, HMO, EPO, POS, Medicare, and Medicaid.
- Knowledge of patient demographics, coordination of benefits, and primary/secondary determination rules.
- Thrives in a fast-paced environment, handling multiple billing and claim-related tasks while researching, analyzing, and resolving issues efficiently.
- Familiarity with medical terminology, basic anatomy, and physiology.
- Comfortable using Google Suite applications and working knowledge of Excel.
- High attention to detail with the ability to manage multiple tasks and deadlines.
- Ability to remain professional, organized, and patient-focused in a fast-paced setting.
- English B2 - C1
As a physician-founded and led organization, ensuring everyone has access to quality healthcare is what inspires us. The magic we’ve created lies in Carbon Health’s custom EHR and the collaboration among clinical teams, engineers, and designers who work side-by-side to deliver innovation like our hands free AI charting tool. That’s why we hire people who genuinely care about patients, solving healthcare challenges, and making a positive impact every day. Join us and help change the future of healthcare for the better.