As a physician-founded and led organization, ensuring everyone has access to quality healthcare is what inspires us. The magic we’ve created lies in Carbon Health’s custom EHR and the collaboration among clinical teams, engineers, and designers who work side-by-side to deliver innovation like our hands free AI charting tool. That’s why we hire people who genuinely care about patients, solving healthcare challenges, and making a positive impact every day. Join us and help change the future of healthcare for the better.
THE JOB AT A GLANCE
The Billing Support Specialist is a frontline, high-volume call center role responsible for assisting patients with billing questions through inbound calls and email correspondence. This role requires strong communication skills, attention to detail, and the ability to manage multiple inquiries simultaneously while maintaining accuracy, empathy, and professionalism. You will play a critical role in resolving billing issues, processing claim resubmissions, managing patient escalations, and ensuring a positive patient experience.
- Handle a high volume of inbound patient calls related to billing inquiries in a timely and professional manner.
- Respond to patient emails regarding billing, claims, and payments with clear, accurate, and thorough information within established email SLAs.
- Research, investigate, and resolve patient billing issues, ensuring all concerns are fully addressed.
- Perform claim corrections and resubmissions to support timely and accurate reimbursement.
- Review and update patient billing and insurance information to ensure records are accurate and complete.
- Receive and manage patient escalations, demonstrating strong de-escalation skills and escalating issues internally when necessary.
- Maintain detailed documentation of all patient interactions, escalations, and resolutions in the system.
- Escalate complex or unresolved billing issues to appropriate internal teams while keeping patients informed.
- Collaborate with billing, revenue cycle, and cross-functional teams to streamline workflows and improve service efficiency.
- Identify trends or recurring issues and provide feedback to help improve billing processes and the overall patient experience.
- Maintain productivity and quality standards in a fast-paced, high-volume call center environment.
ABOUT YOU
- Strong verbal and written communication skills with the ability to empathize with patients and de-escalate concerns.
- Experience in a high-volume call center or customer service environment.
- 2 years minimum experience in U.S. healthcare billing, including physician and outpatient claims, validating patient eligibility, and familiarity with CPT and DX codes strongly preferred.
- Working knowledge of medical billing, insurance processes, and claims workflows, including PPO, HMO, EPO, POS, Medicare, and Medicaid.
- Knowledge of patient demographics, coordination of benefits, and primary/secondary determination rules.
- Thrives in a fast-paced environment, handling multiple billing and claim-related tasks while researching, analyzing, and resolving issues efficiently.
- Familiarity with medical terminology, basic anatomy, and physiology.
- Comfortable using Google Suite applications and working knowledge of Excel.
- High attention to detail with the ability to manage multiple tasks and deadlines.
- Ability to remain professional, organized, and patient-focused in a fast-paced setting.
- English B2 - C1
Skills Required
- Strong verbal and written communication skills and de-escalation ability
- Experience in a high-volume call center or customer service environment
- Minimum 2 years experience in U.S. healthcare billing including physician and outpatient claims
- Working knowledge of medical billing, insurance processes, and claims workflows (PPO, HMO, EPO, POS, Medicare, Medicaid)
- Knowledge of patient demographics, coordination of benefits, and primary/secondary determination rules
- Familiarity with CPT and DX codes
- Familiarity with medical terminology, basic anatomy, and physiology
- Comfortable using Google Suite and working knowledge of Excel
- High attention to detail and ability to manage multiple tasks and deadlines
- English proficiency around B2-C1 level
What We Do
Carbon Health is a modern, tech-enabled healthcare company transforming the primary care, urgent care, and virtual care experience. With a team of expert physicians, engineers, and designers, Carbon Health pushes the boundaries of medicine to deliver personal, accessible and high quality care. We aim to give patients connection to their medical records, quick access for immediate and ongoing healthcare needs, and a network of healthcare experts. We want patients to feel as though they have an advocate - like a doctor in their family.
