Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We have an exciting opportunity for a Billing Operations Associate. This person will be directly responsible for the billing customer care process which includes ownership of customer billing issues, triaging, resolution and follow up, assigning and soliciting support where necessary, and management reporting. Resolution includes contract review, analysis of customer billing, invoice review, escalation as appropriate, as well as issuance of financial adjustments and customer follow up. The Senior Associate will be an integral member of the Billing Team and will be cross-trained in all aspects of the billing process. The Senior Associate will work closely with Collections, Legal, Sales Operations, Account Management, MIS and Finance teams to drive best practices for customer care. The ideal candidate needs to be a team player who is willing to assist the other members of the team when needed, be able to attend to details while understanding the big picture and must possess the ability to prioritize multiple initiatives and activities in a fast-paced, exciting environment.
The position reports to the Manager of Billing Operations and will be based in India
Specific job responsibilities include:
- Resolve customer issues by clarifying the issue, determining the root cause, engage the appropriate individuals to correct, expedite resolution and follow up to ensure.
- Maintain customer financial records by processing customer billing adjustments
- Prepare month end reporting relating to billing accuracy and customer care metrics (time to resolve, etc.)
- Professionally handle incoming requests from customers and ensure that issues are resolved promptly and thoroughly
- Maintain notes on customer accounts and maintain customer records by updating account information
- Contract review and comparison with customer information maintained in billing system
- Maintain key statistics and metrics regarding accuracy of the billing processes, time to resolution, etc.
- Drive improvements in customer satisfaction by striving for zero billing errors.
- Cross Train on all functions of the billing process.
- Assist in the period end closing activities as deemed necessary by the Billing Operations Manager.
- Ensure proper controls are in place related to customer adjustment activity
- Assist in preparing audit schedules for external and internal auditors and provide support for responding to auditor information requests.
- Support software conversions related to the billing process.
- Participate on cross functional initiatives and teams to drive process improvement changes, including systems and IT projects
- Participate on various billing projects as the company continues to grow both organically as well as through possible acquisitions.
- Other duties as assigned by the Director and Manager of Billing Operations.
Candidate Profile
The successful candidate will be a high-energy performer who has at least 3 to 5 years’ experience in a production Billing Operations environment that is process-driven and heavily transactional in nature. This person must be an outstanding communicator and team player who demonstrates attention to detail, and who also understands how to support the long term strategy of the business. We expect that this person will have a background in public or private accounting with the skills necessary to assist in reviews and audits of the invoice processes.
Specific competencies include the following:
- Customer focus: This person relates well to all kinds of people, inside and outside of the organization
- Driving Results: This person must be able to see a plan through to implementation
- Analytic skill: This person will be able to “deep-dive” into the details of the business and key transactions while adhering to strict billing and closing schedule deadlines.
- Flexibility, Energy and Endurance: Fueled by the passionate desire to make his/her role and athenahealth a terrific success, this person must have a high capacity for work and an ability to maintain focus.
- Entrepreneurial Drive: This person will be willing and excited to work in a fast-paced, but sometimes intense, rapidly expanding company. This person will have a hunger to make things happen and the ability to change tactics quickly in midstream to maximize returns.
- Systems savvy: This person will have billing, accounting and CRM systems experience as well as a track record of working with system updates and implementation projects
Additional qualifications:
Bachelor’s degree or 5 years related work experience
Strong MS Excel skills is essential
Proficiency in Salesforce, Sugar CRM, Great Plains or NetSuite is a strong plus
Operational Accounting experience as it relates to the Billing Cycle
Familiarity with US GAAP and Sarbanes-Oxley controls related to the Revenue Cycle
Experience in a fast-paced work environment
Ability to be flexible and change with environment and demands
athenahealth, Inc. is a leading provider of web-based business services for medical groups. athenahealth’s service offerings are based on proprietary web-native practice management and electronic health record (EHR) software, a continuously updated payer knowledge-base, integrated back-office service operations, and automated and live patient communication services.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
Top Skills
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
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