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

Veterinary Customer Service Representative

Branch Customer Service & Sales Representative

Customer Service Representative

Customer Service Representative – Escalations, Self-Pay

Technical Customer Service Agent