Talkspace

Billing and Claims Associate

Talkspace

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $22 - $25 per hour

About the role

  • Use internal knowledge materials + resources to educate Talkspace clients on our billing and claims procedures, and quickly and accurately respond to escalated service-related billing inquiries from existing members, including but not limited to questions related to enrollment errors, refund requests, claims adjustments, superbill requests, etc.
  • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported.
  • Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace, ie.
  • Charge disputes
  • Medical records request for billing records
  • Billing affidavits (written and verbal)
  • Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.
  • Draft and provide superbills to clients when requested, as needed.
  • Serve as company claims SME and collaborate with internal stakeholders on billing and claims-related ad hoc projects, as assigned.
  • Work closely with our Client Support team, providing status updates on known payer issues and assisting with client 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.
  • 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.
  • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
  • 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

  • 2+ years experience with health insurance claims or support environment, required; preferably in a phone/email/chat 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.
  • Familiarity working within payor portals, third party healthcare clearinghouses, required; Zendesk, Atlassian (Jira, Confluence) is a plus.
  • High School diploma or equivalent preferred.
  • A 4-year college degree is a plus.
  • Excellent written and verbal communication skills.
  • Highly organized and detail-oriented.
  • 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.
  • Dependable internet connection required.
  • ~50-60 wpm - https://www.typingpal.com/en/
Benefits
  • Comprehensive Medical, Dental and Vision plans coverage since day one
  • Pre-tax benefits: HSA/ FSA
  • 401k Retirement Savings Program with matching up to 4%
  • Voluntary benefits including disability, basic life or pet insurance, etc.
  • Monthly Wellness Stipend to promote mental and physical self-care
  • Flexible PTO and Remote First Environment
  • Regular team events, including Wellness Workshops and Team Building Events
  • Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
health insurance claimsBehavioral Health terminologyCPT CodesInsurance benefitsPHI complianceHIPAA compliancetele-healthtele-therapymedical insurancemulti-tasking
Soft Skills
empathycommunication skillsorganizational skillsdetail-orientedindependenceproductivityquality benchmarksclient supportproblem-solvingteam collaboration
Certifications
High School diploma4-year college degree