Product Support Representative IV - REMOTE

About Net Health  

Belong. Thrive. Make a Difference.  

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.   

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! 

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.  

World-Class Benefits That Reflect Our World-Class Culture. 

Click Here to Learn More!: 

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JOB OVERVIEW

Provides specialized application support to clients utilizing the company's revenue cycle management software, with a focus on therapy direct billing workflows. This role requires hands-on knowledge of the healthcare revenue cycle — from charge entry through claims submission, clearinghouse processing, and remittance — to accurately diagnose client issues and deliver clear, effective resolutions. Applies domain expertise in direct billing, payer configurations, and claim lifecycle management to resolve moderately to highly complex support cases. Establishes and contributes to resources that provide repeatable answers to common revenue cycle application questions and support patterns.

RESPONSIBILITIES AND DUTIES

• Respond to product application support inquiries from clients regarding revenue cycle workflows, including claims processing, payer configurations, remittance posting, and direct billing functions within the company's software
• Receive and triage support cases, gathering relevant client information to accurately identify the nature and scope of the issue
• Diagnose problems within revenue cycle software applications by reviewing client workflows, system logs, and claim data to pinpoint root causes and determine appropriate corrective action
• Investigate claim submission and processing issues across the full claim lifecycle — from charge entry and clearinghouse transmission through 837/835 file processing, ERA receipt, and payment posting
• Troubleshoot clearinghouse-related issues, including 837 transaction errors, acknowledgment (999/TA1) rejections, and 835 remittance file discrepancies, and communicate findings and resolution steps clearly to the client
• Analyze payer-specific billing rules, claim edits, and rejection patterns to identify workflow gaps and recommend solutions within the software application
• Work through identified issues methodically, leveraging internal tools, documentation, and system analytics to validate findings and confirm resolution
• Communicate resolution steps, workflow corrections, and recommended best practices back to clients in a clear, structured manner aligned with their level of technical and billing expertise
• Maintain thorough case documentation from intake through resolution, ensuring all troubleshooting steps, findings, and client communications are accurately recorded
• Escalate complex or unresolved issues to appropriate internal teams with complete case context and documentation to facilitate efficient handoff
• Leverage knowledge of direct billing workflows — including payer setup, claim submission, billing exception management, and remittance reconciliation — to support clients navigating therapy-specific billing environments
• Support clients working within skilled nursing, outpatient therapy, or home health billing settings, applying familiarity with applicable payer requirements and claim form standards
• Act as a voice of the customer by surfacing patterns, recurring issues, and client feedback to internal stakeholders for product and process improvements
• Contribute to internal knowledge base resources, process documentation, and troubleshooting guides to support team consistency and scalability
• Ensure consistent service quality during critical coverage windows, including holidays and off-hours, as needed
• Some holiday, evening, and weekend hours will be required as needed to meet client needs and provide adequate coverage

QUALIFICATIONS

• Minimum education: High School Diploma or equivalent GED
• 3+ years of experience in a revenue cycle, healthcare billing, or related application support role
• Demonstrated experience with therapy direct billing workflows, including payer setup, claim submission, billing exception management, and remittance reconciliation — experience working within Optima Therapy strongly preferred
• Prior experience with NetHealth direct bill RCM software strongly preferred
• Familiarity with therapy-specific billing requirements including UB-04 and CMS-1500 claim forms, therapy cap tracking, and Medicare/Medicaid billing rules
• Experience working with or supporting SNF, outpatient therapy, or home health billing teams in a billing, support, or implementation capacity

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office
• Common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet, or equivalent)
• Optima Therapy — direct billing module experience strongly preferred; NetHealth experience a significant plus
  Revenue cycle or practice management platforms with direct billing capability (e.g., WebPT, Raintree, Clinicient, or equivalent)
• Healthcare clearinghouse tools and EDI transaction experience (837, 835, 999/TA1)

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.

Hourly Range: $19.62 - $24.52 USD

A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.