Talkspace

Customer Support

• Use internal knowledge materials + resources to educate Talkspace clients on our general billing and claims procedures; quickly and accurately respond to service-related billing inquiries from existing members via email.
• Explain to clients in the simplest terms how insurance billing works, what general billing terms mean (i.e. patient responsibility, co-payment, explanation of benefits, etc.)
• Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.
• Work closely with our internal teams, assisting with client billing-related escalations, as needed.
• Provide white glove service to all our members, infusing empathy and kindness in all replies, and following up with clients when necessary to ensure resolution.
• Keep up with business updates to ensure the assistance provided is accurate and up to date.
• Identify client contact reason trends and roll up any potential issues affecting a specific segment of clients to leadership daily, as needed.
• Ability to meet productivity and quality benchmarks set by leadership.
• Contribute to the improvement of our department by suggesting updates to departmental knowledge materials + resources (internal knowledge base, correspondence templates).
• Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving productivity, job satisfaction, and our client experience.
• Attend all department meetings (ie. coaching sessions, recurring 1:1s, ongoing training lessons), as scheduled.
• Maintain regular communication with your Supervisor and team, daily.
• Performs other related duties as assigned.

Billing and Claims Support Representative

• Serve as the frontline for Provider Support inquiries across email, chat, phone
• Work through creative solutions to effectively answer provider questions; provide guidance, troubleshoot, resolve issues and route feedback
• Meet performance expectations around productivity and quality; identify patterns and develop response templates, resource guides, and workflows
• Send proactive personalized outreaches to providers via phone, SMS, chat, and email; track and show impact
• Analyze inquiry trends and operational metrics; support and monitor reporting on provider support KPIs
• Act as liaison between providers and Product/Clinical teams to surface technical/usability issues and manage escalations
• Maintain deep knowledge of Talkspace’s provider-facing products, internal tools, and troubleshooting protocols; independently triage and escalate bugs

Billing and Claims Support Representative

Provider Support Representative III