Billing + Claims Support Representative

Billing + Claims Support Representative

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 a Billing + Claims Support Representative to join our Customer Support team. We are looking for someone who has support experience, working with health insurance claims, and wants to bring their talents into a "for purpose" space. 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 HQ is located in NYC.

What You'll Do

Client Experience

• Use internal knowledge materials + resources to educate Talkspace clients on our general billing and claims procedures; quickly and accurately respond to service-related billing inquiries from existing members via email.
• Explain to clients in the simplest terms how insurance billing works, what general billing terms mean (i.e. patient responsibility, co-payment, explanation of benefits, etc.)
• Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.
• Work closely with our internal teams, assisting with client billing-related 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.
• Ability to meet productivity and quality benchmarks set by leadership.

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.

Other Responsibilities

• 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

• 1-2 years experience with health insurance claims, required; preferably in a support-related capacity.
• Knowledge of Behavioral Health terminology (i.e CPT Codes) and understanding of Insurance benefits (i.e: copy, coins and deductible), required.
• Knowledge of and ability to comply with PHI and HIPAA guidelines when working with sensitive material, required.
• Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
• 2 or 4 year college degree, preferred.
• Excellent written and verbal communication skills.
• Highly organized and detail-oriented.
• Ability to remain flexible and pivot when needed.
• Passionate about providing top-tier support.
• Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor.
• Ability to meet productivity and quality benchmarks set by leadership.
• Ability to multi-task in various systems + programs.
• Experience (or strong interest) in working in a fast-paced, rapidly changing environment.
• Familiarity with Zendesk, Atlassian (Jira, Confluence) is a plus.
• Dependable internet connection required.
• ~50-60 wpm

Benefits

• Comprehensive Medical, Dental and Vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The hourly rate range for this role is 19 - 22 / hourly.

Why Talkspace?

Talkspace is the world's leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world's population 2 billion people live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind "getting help," we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse "for purpose" space. If you're equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

Equal Opportunity Employer

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don't meet every qualification or if your path has been nontraditional such as not completing a formal degree program, taking a career break, or having a prior criminal record if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.

Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?

Diversity

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.