Billing + Claims Support Representative

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 a Billing + Claims Support Representative to join our Customer Support team. We are looking for someone who has support experience, working with health insurance claims, and wants to bring their talents into a “for purpose” space. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace HQ is located in NYC.

What You’ll Do

Client Experience

• 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.

Documentation + Process Improvement

• 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.

Other Responsibilities

• 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. 

About You 

• 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/

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%