headspace

Billing Specialist

• Work assigned worklists of complex and high-risk accounts, meeting productivity and quality targets while driving timely A/R resolution.
• Own key insurance collections workflows (e.g., recoupments) and billing / coding accuracy processes (e.g. coding and billing quality audits) end-to-end, driving complete, accurate, and SLA-compliant execution.
• Resolve claim issues across rejections, denials, and underpayments through payer portal review, payer outreach, documentation review, and escalation pathways.
• Research, review, and resolve exceptions and escalations surfaced by teammates and cross-functional partners, bringing issues to closure with strong documentation.
• Maintain high-quality claim notes and documentation standards to ensure auditability, continuity, and efficient handoffs.
• Conduct special projects (e.g. targeted payer issue review, A/R clean-up, etc.) and provide “SWAT” support for high-risk billing areas when needed to reduce write-offs and address aging risk.
• Support weekly / monthly reporting and reconciliation activities and ensure accurate tracking of collections progress and payer behavior.
• Assist with monitoring workload and KPIs, and contribute to the design and implementation of system / process changes and improvement initiatives.
• Contribute to productivity and quality reporting processes, flagging gaps, trends, and opportunities to improve operational performance.
• Partner in delivering team training and strengthening SOP documentation to drive standardized, high-quality execution.
• Actively identify and advance AI and automation opportunities within collections workflows, partnering on pilots and driving adoption to improve efficiency and accuracy.
• Conduct ongoing coding and billing accuracy reviews, implement corrective actions as needed, and partner with Clinical and QA teams to identify retraining and performance improvement opportunities.
• Identify trending claim issues and root causes (rejections, denials, underpayments) and recommend practical remediation strategies to improve collections performance.
• Recommend solutions to enhance existing workflows and leverage available resources to overcome unforeseen issues (e.g., payer constraints, system limitations, unclear routing).
• Prioritize between competing work and project deliverables with sound judgment, communicating assumptions and clarifying requirements up front to minimize rework.
• Identify opportunities to standardize, automate, and reduce manual processes across collections workflows; support testing and adoption of improvements.
• Partner with Product and Engineering on testing and validation of RCM workflow enhancements (e.g., UAT support, requirements feedback) when needed.
• Work cross-functionally with internal teams (e.g., Clinical, Provider Ops, Client/Account partners, Member Support, etc.) to implement and optimize workflows for new and existing health plans, clients, and members.

Procurement

• Own and manage the relationship with our Business Process Outsourcer (BPO), ensuring alignment on performance, quality, and operational goals
• Define and execute the strategy for outsourced support, including vendor management, cost optimization, and long-term scalability
• Monitor and evaluate outsourced support performance, leveraging data to identify trends, surface insights, and drive continuous improvement
• Lead a team of agents responsible for handling member interactions, including high risk escalations
• Partner cross-functionally and collaborate with external vendors to ensure alignment on policies, processes, and tooling updates
• Serve as the central point of contact for high-priority escalations, driving timely resolution and maintaining clear communication with stakeholders

Manager, Support Vendor Management

• Ensure timely and accurate insurance A/R resolution across a complex claims portfolio.
• Drive follow-up, denials and underpayment resolution, cash acceleration, and process improvements.
• Resolve claim issues across rejections, denials, and underpayments through payer portal review and outreach.
• Research, review, and resolve exceptions and escalations surfaced by teammates and cross-functional partners.
• Conduct special projects (e.g. targeted payer issue review, A/R clean-up) to reduce write-offs and address aging risk.
• Support weekly/monthly reporting and reconciliation activities and ensure accurate tracking of collections progress.

• Verify insurance eligibility and benefits, ensuring accurate coverage details (e.g., copays, deductibles, visit limits) are documented prior to services.
• Obtain and manage prior authorizations and referrals, ensuring payer requirements are met to support timely reimbursement.
• Ensure accurate and up-to-date payer and member insurance information is maintained in systems to prevent claim rejections and delays.
• Identify and resolve eligibility discrepancies, coverage issues, and missing information proactively.
• Support members in navigating employer-sponsored benefits, EAP programs, and insurance coverage, helping them understand financial responsibility and access to care.
• Respond to billing, eligibility, and coverage-related inquiries from members with clarity, accuracy, and empathy.
• Partner with internal teams (clinical, operations, customer support) and external stakeholders (payers, employer partners) to resolve eligibility and authorization issues.
• Serve as a subject matter resource for front-end RCM workflows and payer requirements.
• Own assigned worklists ensuring completion within established productivity, quality, and SLA expectations.
• Resolve claim denials due to eligibility or authorization related issues.
• Prioritize daily work effectively across competing deadlines, understanding how tasks impact downstream billing and member experience.
• Apply established workflows and sound judgment when resolving eligibility and authorization issues.
• Maintain accurate and complete documentation of eligibility checks, authorizations, and member interactions to support auditability and compliance.
• Identify trends in eligibility errors, authorization delays, claim denials, or payer issues, and escalate or suggest process improvements.
• Support audits and quality reviews related to financial clearance processes.
• Contribute to process improvements, including automation and system enhancements, to improve efficiency and reduce manual work.
• Collaborate with internal and external stakeholders to resolve complex eligibility, authorization, and coverage issues.
• Escalate high-risk or time-sensitive cases appropriately to prevent care delays or claim denials.
• Identify workflow gaps and contribute to solutions that improve financial clearance accuracy and efficiency.

Billing Associate

Product Manager

• Own the B2B Employers product roadmap, prioritizing features and integrations that accelerate payer sales cycles, improve implementation efficiency, and maximize member adoption.
• Conduct in-depth market analysis on the US payer landscape to identify unmet needs, competitive gaps, and opportunities for Headspace to become a core benefit offering.
• Define clear, actionable product requirements for core B2B solutions, including health plan eligibility verification, custom reporting/analytics for employers, and integration into existing health system workflows.
• Partner with the Consumer Product team to align on and ship unified Headspace offerings that serve both B2B and consumer members.
• Partner cross-functionally with Sales, Account Management, Clinical, Legal, and Marketing teams to ensure successful launches and adoption of B2B Employers product features.
• Work closely with Legal and Security teams to ensure all health plan-facing products adhere to relevant regulations (e.g., HIPAA) and Headspace's data governance standards.
• Define, track, and report on key performance indicators (KPIs) for the B2B Employers portfolio, such as payer adoption rates, member engagement within plan segments, and contribution to enterprise bookings.

Billing Specialist

Manager, Support Vendor Management

Billing Specialist

Billing Associate

Senior Product Manager – Platform & Integrations