Talkspace: Billing and Claims Support Representative
Headquarters: New York, NY (Remote)
At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!
We are looking for an experienced Billing and Claims Support Representative to join our Customer Support team. This role is responsible for educating clients on our billing and claims procedures, swiftly addressing escalated inquiries with empathy and accuracy. We are looking for someone who has experience providing white-glove service to our clients, ensuring they feel cared for and supported in every interaction. You'll also contribute to process improvement initiatives, recommending updates to knowledge materials and suggesting improvements to support processes, all aimed at enhancing productivity and client satisfaction.
This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.
What You’ll Do
Client Experience
- Use internal knowledge materials and resources to educate Talkspace clients on our billing and claims procedures.
- Quickly and accurately respond to escalated service-related billing inquiries from existing members, including 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.
- Participate in non-inbound volume related department operations specialty projects, including:
- Charge disputes
- Medical records requests 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.
- Serve as company claims SME and collaborate with internal stakeholders on billing and claims-related ad hoc projects.
- Work closely with our Client Support team, providing status updates on known payer issues and assisting with client escalations.
- Provide white-glove service to all our members, infusing empathy and kindness in all replies.
- Keep up with business updates to ensure the assistance provided is accurate and up to date.
- Identify client contact reason trends and report potential issues affecting a specific segment of clients to leadership daily.
Documentation + Process Improvement
- Contribute to the improvement of our department by suggesting updates to departmental knowledge materials and 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.
Team Collaboration
- Serve as an onboarding buddy to department new hires and participate in onboarding training as an SME.
- Attend all department meetings (e.g., coaching sessions, recurring 1:1s, ongoing training lessons).
- Maintain regular communication with your Supervisor and team daily.
- Perform other related duties as assigned.
About You
- 2+ years of experience with health insurance claims or a support environment, required; preferably in a phone/email/chat support-related capacity.
- Knowledge of Behavioral Health terminology (e.g., CPT Codes) and understanding of Insurance benefits (e.g., copay, coinsurance, 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, or medical insurance industries is a plus.
- Familiarity working within payor portals and third-party healthcare clearinghouses is required; experience with Zendesk, Atlassian (Jira, Confluence) is a plus.
Bonus Points
- Experience working in a provider's office or health insurance company.
Benefits
- Comprehensive Medical, Dental, and Vision plans.
- Pre-tax benefits: HSA/FSA.
- 401k Retirement Savings Program with matching.
- Voluntary benefits including disability, basic life, or pet insurance, etc.
- Monthly Wellness Stipend to promote mental and physical self-care.
- 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, plus a friends and family discount.
Compensation
The hourly rate for this role is $24.50/hr.
Why Talkspace?
Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. We are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high-quality therapy services.
Equal Opportunity Employer
Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification or if your path has been nontraditional.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state, or local law.
Our Definitions
- Diversity: Encompasses the unique attributes of our employees as individuals.
- Equity: Refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees.
- Inclusion: Signifies the practice of granting equal access to opportunities and resources for all employees.
- Belonging: Reflects the affinity and positive relationships that develop among employees from diverse backgrounds.
To apply: Click here to visit the job posting