Accountabilities:

Manage incoming revenue cycle management support requests through the designated ticketing system, taking ownership of customer questions and ensuring timely, accurate resolutions.
Investigate unpaid accounts receivable, payment discrepancies, billing questions, claim denials, and reimbursement challenges across the entire revenue cycle.
Analyze issues spanning eligibility and benefits verification, prior authorizations, claim submission, payer adjudication, payment posting, patient responsibility, denials, appeals, and accounts receivable follow-up.
Provide clear, empathetic, and professional written responses that explain issues, communicate findings, recommend solutions, and establish realistic expectations.
Act as the primary revenue cycle subject matter expert for Customer Success Managers, providing guidance on general billing practices, internal processes, and specific claim-related situations.
Support Customer Success Managers in preparing for and managing escalated customer concerns by providing accurate context, recommended responses, and practical resolution strategies.
Respond to broader healthcare and revenue cycle questions from customers and colleagues, translating industry knowledge and payer practices into accessible explanations.
Collaborate with internal claims, eligibility, and prior authorization teams to understand operational challenges, identify trends, and ensure effective communication across departments.
Translate complex claim and authorization findings into concise, actionable information that Customer Success and other internal teams can use to support customers.
Develop expertise in the Candid revenue cycle management platform and help software-only customers maximize its functionality.
Assist customers with platform setup and configuration, including rules engines, workflows, and account-level settings.
Troubleshoot software functionality questions, configuration challenges, and technical issues while guiding customers on platform features and best practices.
Escalate software bugs, configuration requirements, and technical concerns to the appropriate internal teams with clear documentation and supporting context.
Identify recurring patterns across support tickets and escalations that may indicate product gaps, configuration improvements, or operational inefficiencies.
Communicate actionable product feedback to the Product team, explaining potential improvements, their underlying causes, and their expected impact.
Work closely with Customer Success, Implementation, Product, and operational teams to improve the overall customer experience and strengthen revenue cycle performance.
Contribute to the development of scalable support processes and best practices as the organization grows.

Requirements

Must be based in the United States. Applications from candidates located outside the US will not be considered.
Demonstrated experience in behavioral health revenue cycle management or a closely related specialty, such as outpatient psychiatry, therapy practices, substance use treatment, intensive outpatient programs, partial hospitalization programs, neurology, infusion services, or physician-administered drug billing.
Deep understanding of the complete US healthcare revenue cycle, including eligibility and benefits verification, prior authorizations, claim submission, payer adjudication, denials and appeals, payment posting, patient responsibility, and accounts receivable follow-up.
Hands-on experience working with healthcare claims, with the ability to investigate billing and reimbursement issues and explain their causes and potential resolutions.
Strong knowledge of the US healthcare system, payer practices, reimbursement processes, and industry trends, with the ability to communicate complex topics to individuals with limited revenue cycle experience.
Proven customer service skills, including the ability to write warm, clear, professional, and solution-oriented responses to customers.
Excellent verbal communication skills, with the ability to explain technical and financial issues confidently and concisely to internal stakeholders.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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