Hybrid Billing Specialist I (3 Month Contract) en Hellobackpack

Position Overview:

The Billing Specialist I plays a key role in supporting the organization's revenue cycle operations by ensuring accurate insurance information, timely benefit verification, and exceptional patient communication. This role requires strong attention to detail, excellent communication skills, and the ability to work in a fast-paced, patient-centered environment. This is a 3-month contract position with potential for permanent employment transition based on departmental need and overall performance. Full-time, Monday-Friday 9am- 5pm est. Compensation is $20/hr.

Key Responsibilities:

1. Insurance Information Collection

• Proactively reach out to patients via phone, email, or text to obtain missing or incomplete insurance details.

• Accurately document all communication and updates in the patient chart.

2. Verification of Benefits

• Verify patient eligibility and benefits using systems such as Waystar, Availity, or direct insurance portals.

• Confirm coverage details including mental health benefits, in-network status, and prior authorization requirements.

• When needed, contact insurance carriers directly and log findings in the patient chart.

3. Patient Balance Support

• Answer incoming patient calls professionally using standard greetings and protocols.

• Provide detailed explanations regarding:

  • Outstanding balance amounts

  • Dates of service

  • Reasons for charges (e.g., copay, coinsurance, deductible)

  • Healow Pay troubleshooting

• Process payments over the phone and send receipts or past statements as requested.

4. Billing Disputes

• Identify billing disputes beyond the scope of the role and escalate them appropriately to the designated third-party billing partner.

5. Departmental Initiatives & Projects

• Participate in departmental improvement projects, including but not limited to:

  • New software implementations

  • Staff training and onboarding

  • Communication enhancements to reduce patient balances

  • Billing process audits and quality assurance

  • Cross-functional collaboration to improve the patient experience and reduce churn

Performance Expectations:

• Response Time: Follow up on missing insurance information within 24 hours

• Call Hold Time: Update patients at least every 3 minutes while on hold

• Accuracy: Maintain a 98%+ accuracy rate on insurance verification

• Satisfaction: Achieve a 90%+ patient satisfaction score based on feedback

• Inquiry Volume: Resolve 100% of inbound patient inquiries during business hours

• Project Engagement: Contribute to at least one team project per quarter

• Escalation Rate: Keep issue escalations under 5% of total cases

Qualifications:

Required Skills & Experience

• 5+ years of experience in billing, customer support, or account management, ideally within a healthcare or technology setting

• Proficiency with Google Workspace and Microsoft 365

• Familiarity with Excel, reporting dashboards, and data entry

• Experience with billing systems such as NiceIncontact, eClinicalWorks, Waystar, and Availity preferred

Preferred Attributes

• Technically savvy with the ability to learn new platforms quickly

• Strong interpersonal and communication skills, with a patient-first approach

• Collaborative team player who thrives in a fast-paced environment

• Analytical and results-driven, with a proactive mindset

• Committed to continuous improvement and enhancing the customer journey