Customer Service Associate
MassMutual
Billing and Claims Support Representative
Talkspace
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $22 per hour
Job Level
Junior
About the role
- 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.
Requirements
- 1-2 years experience with health insurance claims, required; preferably in a support-related capacity.
- Knowledge of Behavioral Health terminology (ie CPT Codes) and understanding of Insurance benefits ( ie: copy, coins and deductible), required.
- Knowledge of and ability to comply with PHI and HIPAA guidelines when working with sensitive material, required.
- Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
- 2 or 4 year college degree, preferred.
- Excellent written and verbal communication skills.
- Highly organized and detail-oriented.
- Ability to remain flexible and pivot when needed.
- Passionate about providing top-tier support.
- Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor.
- Ability to meet productivity and quality benchmarks set by leadership.
- Ability to multi-task in various systems + programs.
- Experience (or strong interest) in working in a fast-paced, rapidly changing environment.
- Familiarity with Zendesk, Atlassian (Jira, Confluence) is a plus.
- Dependable internet connection required.
- ~50-60 wpm - https://www.typingpal.com/en/
