Talkspace

Billing and Claims Support Representative

Talkspace

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $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/