Billing and Claims Support Representative

Headquarters: New York, NY (Remote) 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 an experienced Billing and Claims Support Representatitve to join our Customer Support team. This role would be responsible for educating clients on our billing and claims procedures, swiftly addressing escalated inquiries with empathy and accuracy. We are looking for someone who has experience providing white-glove service to our clients, ensuring they feel cared for and supported in every interaction. You'll also contribute to process improvement initiatives, recommending updates to knowledge materials and suggesting improvements to support processes, all aimed at enhancing productivity and client satisfaction. 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 Headquarters is located in NYC. What You’ll Do Client Experience • Use internal knowledge materials + resources to educate Talkspace clients on our billing and claims procedures, and quickly and accurately respond to escalated service-related billing inquiries from existing members, including but not limited to questions related to enrollment errors, refund requests, claims adjustments, superbill requests, etc. • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported. • Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace, ie. • Charge disputes • Medical records request for billing records • Billing affidavits (written and verbal) • Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis. • Draft and provide superbills to clients when requested, as needed. • Serve as company claims SME and collaborate with internal stakeholders on billing and claims-related ad hoc projects, as assigned. • Work closely with our Client Support team, providing status updates on known payer issues and assisting with client 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. 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. Team Collaboration • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed. • 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 • 2+ years experience with health insurance claims or s