About the job
We are seeking an Insurance & Claims Support Specialist to help mental health professionals successfully navigate insurance billing and claims within our EMR practice management software.
In this role, you will work directly with therapists, psychologists, counselors, psychiatrists, and behavioral health practices to troubleshoot insurance and claims-related questions. You will combine excellent customer service with a working knowledge of healthcare billing, insurance terminology, and electronic claims workflows.
The ideal candidate enjoys solving problems, explaining complicated billing concepts in an approachable way, and helping behavioral health providers get the most from their practice management software.
Responsibilities
- Provide knowledgeable, friendly support to mental health professionals using our EMR and practice management software.
- Troubleshoot insurance billing and electronic claims issues, including claim creation, submission, rejection, and processing.
- Help customers understand claim statuses, payer responses, rejections, denials, and next steps.
- Assist with insurance setup, payer information, patient insurance records, and billing configurations.
- Guide customers through electronic remittance advice (ERA) and electronic funds transfer (EFT) workflows when applicable.
- Help troubleshoot issues involving eligibility, coordination of benefits, secondary claims, corrected claims, and related insurance workflows.
- Explain common healthcare billing terminology, including CPT codes, ICD-10 codes, modifiers, deductibles, copays, coinsurance, and allowed amounts.
- Investigate customer-reported issues and distinguish between software questions, clearinghouse issues, payer requirements, and billing-related problems.
- Document customer interactions and troubleshooting steps clearly and accurately.
- Escalate technical or complex claims issues to the appropriate internal teams when necessary.
- Collaborate with Customer Support, Product, Engineering, and other teams to identify recurring customer pain points and opportunities to improve the product.
- Stay current on product changes and evolving insurance and claims workflows.
- Help create or improve customer-facing documentation and internal support resources.
Why This Role Matters
Mental health professionals should be able to spend more time caring for their clients and less time untangling complicated insurance issues. Your work will directly support that goal by helping providers navigate claims, resolve problems, and use technology more effectively to manage their practices.
Qualifications
- Experience with medical billing, insurance claims, revenue cycle management, healthcare software, or customer support.
- Familiarity with electronic healthcare claims and common insurance billing workflows.
- Understanding of claims terminology such as 837 claims, 835 remittances/ERAs, clearinghouses, claim rejections, denials, and payer processing.
- Strong troubleshooting and analytical skills with the ability to investigate issues methodically.
- Excellent written and verbal communication skills.
- Ability to explain complex insurance or technical concepts clearly to customers with varying levels of billing experience.
- Strong attention to detail and documentation skills.
- Comfortable learning and navigating web-based software applications.
- Ability to manage multiple customer questions and priorities while maintaining a high level of service.
- Empathy and patience when assisting customers with time-sensitive or financially important issues.
- Comfortable using AI-powered tools as part of daily work, with the ability and willingness to learn new AI capabilities, use them thoughtfully to improve efficiency and problem-solving, and exercise good judgment when working with customer or sensitive information.
Nice To Have
- Experience supporting or working in a mental health or behavioral health practice.
- Previous experience with an EMR/EHR or practice management system.
- Experience working with therapists, psychologists, counselors, psychiatrists, or other behavioral health professionals.
- Experience with healthcare clearinghouses and payer portals.
- Knowledge of behavioral health CPT codes and insurance billing practices.
- Experience investigating rejected or denied claims.
- Familiarity with HIPAA and the handling of protected health information (PHI).
- Experience in SaaS customer support or healthcare technology.
- Experience with HTML formatting is a plus, particularly for creating, formatting, and maintaining customer education articles, help documentation, and other online support resources.
What Success Looks Like
A successful Insurance & Claims Support Specialist becomes a trusted resource for both customers and teammates. You will be able to investigate claims questions efficiently, communicate solutions clearly, and help providers feel confident using the software to manage their insurance billing. You will also recognize patterns in customer questions and use those insights to help improve our documentation, support processes, and product experience.
Benefits and Perks
- Work/life balance, including early closure on Fridays
- 100% remote work environment
- Competitive salary, including annual cost of living adjustment (COLA)
- Medical, dental, vision, life and disability insurance
- 401(k) plan with company matching program
- Company-provided computer and necessary accessories
- Flexible PTO, 11 company-wide paid holidays throughout the year
- One-time home office setup stipend for new hires
- Opportunity for growth and professional development
- Company retreats
About TherapyAppointment
TherapyAppointment is committed to equity and inclusion in the workplace. We value the authenticity and diversity of lived experiences our employees bring to our company.
TherapyAppointment is an Equal Employment Opportunity (EEO) employer and will not discriminate against applicants or employees on the basis of race, color, ethnicity, national origin, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, gender identity or expression, religion, disability, genetic information, protected veteran’s status, socio-economic status, culture, ideological beliefs, political affiliation, or any other federal, state, or other protected class.