Brightline, Inc.

• Verify patient insurance eligibility and benefits prior to services. • Document eligibility findings accurately within the practice management system. • Identify and resolve eligibility discrepancies that could impact reimbursement. • Accurately post insurance and patient payments. • Research payment variances, underpayments, and missing payments. • Perform timely follow up on outstanding insurance claims. • Work denied, rejected, and underpaid claims. • Submit corrected claims, appeals, reconsiderations, and supporting documentation. • Perform routine provider documentation and coding audits to ensure coding accuracy and compliance. • Review CPT, ICD-10-CM, and modifier usage for appropriate code selection. • Identify documentation deficiencies and coding opportunities.

Role Description Welcome to Brightline! We are searching for a stellar Member Support Specialist who will support our Brightline members with signing up, scheduling, billing and any other administrative help they need. You will be joining a small, but mighty team at the cusp of an exciting growth phase, and be integral in helping us provide great support to every member who accesses our services. - Conducting first phone calls with new members to assess fit for Brightline services - Scheduling appointments for members - Ensuring member paperwork has been completed - Supporting Providers with a variety of administrative tasks - Answering all admin-related questions between sessions - Conducting eligibility checks, filing claims, and collecting member payment - Keeping our internal software tool for the Member Support team ultra-organized - Identifying ways to delight our members, ease the workday for our clinical team, and overall improve our operational processes as we scale This position is fully remote with a 12pm - 9pm PST schedule (Monday to Friday). Qualifications - A passion for our mission to redefine behavioral health for children and their families. - A desire to create a one-of-a-kind member experience and a background in providing excellent customer service. - The drive to be part of building something new - to work hard, to be your best self and to change the lives of our families. - Comfort with a wide variety of technology including email, EHR, scheduling tools and more. - Excellent communication skills (written and verbal) and organization skills. - Ability to revel in the details and commitment to following through on all tasks, simple and complex. - Previous experience managing a medical office and/or familiarity with insurance billing are a bonus. Requirements - Ability to effectively communicate with Spanish-speaking members and provide support in both English and Spanish. Benefits - Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k match. - 12 Company Holidays, Time Off, Parental Leave, Company Wide Shutdown - Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement - This position is 100% remote. - The target hourly range for this position is $21-$25. Company Description Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.

• Own the CertifyOS vendor relationship, including budget accountability and renewal negotiations. • Direct the day-to-day work CertifyOS performs on Brightline's behalf and hold the vendor accountable to defined service levels. • Oversee all provider licensing and license renewals across multiple states. • Ensure timely submission, tracking, and renewal of provider licenses. • Monitor vendor performance against established service level agreements (SLAs). • Partner with internal stakeholders to ensure providers are licensed before scheduled start dates. • Identify opportunities to improve licensing workflows through automation and process optimization. • Maintain accurate licensing records and ensure compliance with all state licensing board requirements. • Manage all commercial, Medicaid, and managed Medicaid payer credentialing activities. • Personally oversee provider enrollment, re-credentialing, and payer applications from submission through approval. • Track credentialing status and proactively resolve enrollment delays. • Ensure providers are credentialed and billable prior to delivering patient care whenever possible. • Maintain complete and accurate credentialing documentation. • Monitor re-credentialing timelines to prevent credentialing lapses. • Own payer roster management across all contracted health plans. • Ensure provider roster submissions are accurate, timely, and synchronized with payer systems. • Coordinate provider additions, terminations, demographic updates, tax ID changes, and location updates with contracted payers. • Perform routine payer roster audits to identify and correct discrepancies. • Partner with Revenue Cycle teams to resolve billing issues resulting from roster inaccuracies. • Establish standardized processes for roster maintenance as the organization scales. • Develop and maintain strong relationships with commercial and government payer credentialing representatives. • Lead recurring monthly payer operational meetings focused on credentialing escalations, enrollment turnaround times, provider roster accuracy, re-credentialing performance, and process improvement opportunities. • Serve as the organization's primary escalation point for payer credentialing issues. • Represent the licensing and credentialing function in cross-functional forums with Contracting, Revenue Cycle, Compliance, Clinical Operations, and Legal, speaking for the function's priorities and status rather than simply coordinating within it. • Partner closely with those teams to resolve payer related issues impacting provider enrollment. • Support the development of delegated credentialing programs with contracted payers. • Collaborate with Compliance and Quality teams to ensure delegated credentialing requirements are met. • Coordinate payer audits and maintain audit readiness. • Own and report on the core metrics that define whether the function is working, including days to credential, license renewal on-time rate, and payer roster accuracy rate. • Define the processes, documentation, and workflows this function runs on today, built so they hold up as provider volume, state coverage, and payer relationships continue to scale. • Bring metric trends and process gaps to leadership proactively, rather than only when an issue has already caused a delay.

• Define and own Brightline's multi-year product and technology roadmap across all four domains. • Lead the build-vs-buy-vs-partner framework; establish the criteria and hold the org accountable to the logic behind them. • Own the technology architecture vision: scalability, security, compliance, and long-term data infrastructure. • Establish a deep, ongoing feedback loop with the clinical workforce to surface friction points. • Drive operational rigor across internal systems, including incident response and technical debt management. • Lead, develop, and recruit a high-performing engineering, product, design, and IT organization. • Partner with People & Culture on org design and talent strategy; partner with clinical and operations leadership to ensure technology decisions advance care delivery.

• Define Brightline's DTC marketing strategy, annual goals, and quarterly priorities, translating business objectives into a clear, prioritized roadmap. • Identify and articulate the highest-impact opportunities across the DTC funnel, from lead generation to conversion to booking appointments and retention. • Develop the framework for how Brightline acquires, engages, and converts families across both digital and in-person touchpoints. • Establish a playbook for how Brightline approaches new market entries and clinic openings from a DTC perspective. • Track and report on DTC performance with a rigorous, data-informed point of view — identifying what's working, what's not, and what to do about it. • Drive strategy and results across all DTC marketing channels and workstreams: paid media (search, social, display, streaming), organic content, SEO, social media, website, lifecycle, and clinic market launch. • Serve as the strategic lead and connective tissue across domain owners (e.g. content, lifecycle, social, digital growth) providing strategic direction and ensuring coherent execution. • Manage and optimize the external paid media agency relationship, providing strategic direction and holding partners accountable to results. • Lead DTC initiatives from ideation through execution — defining scope, driving alignment, and removing blockers. • Serve as the brand steward for DTC — ensuring that every channel, campaign, and touchpoint reflects Brightline's brand voice, values, and visual identity with consistency and care. • Translate Brightline's brand positioning into audience-relevant, channel-specific creative strategy. • Partner with creative and content teams to raise the quality and cohesion of DTC marketing output. • Build strong partnerships with the Contact Center, Product, Data, and Clinical teams to connect the care experience to the marketing funnel and inform strategy with operational insight. • Represent DTC marketing in senior leadership conversations — synthesizing performance data, surfacing tradeoffs, and sharing strategic perspective from a DTC marketing lens. • Establish clear goals, KPIs, and measurement frameworks for DTC marketing, and build upon the reporting infrastructure to track them. • Lead quarterly planning processes for DTC, driving alignment on priorities and resource allocation across functions. • Create a high-performance operating cadence with clear prioritization, fast decision-making, and tight feedback loops between strategy and execution.

• Manage a portfolio of patient accounts with outstanding balances • Research and resolve complex patient billing questions and account discrepancies • Review insurance payments, patient responsibility, adjustments, and payment activity to ensure account accuracy • Explain benefits, payment responsibilities, and available payment options to patients • Set up payment plan arrangements and drive accounts to resolution • Serve as Brightline's primary operational liaison for the patient billing vendor • Review vendor performance reports and collection metrics • Monitor patient statement delivery, payment trends, and outreach effectiveness • Participate in recurring operational meetings with the vendor • Identify opportunities to improve patient collections and engagement, and escalate system or workflow issues as needed • Serve as the escalation point for complex billing inquiries that frontline staff or the vendor's Tier 1 support can't resolve • Review disputed balances and coordinate resolution across Revenue Cycle, Operations, and Clinical teams • Ensure timely follow-up on escalated patient concerns while maintaining compliance with payer contracts and organizational policy • Monitor AI chat escalations generated through the patient billing platform and partner with the vendor to optimize workflows and escalation pathways • Review patient collection performance, aging reports, and monthly metrics to identify trends • Help leadership evaluate vendor effectiveness and recommend workflow improvements that enhance collections and patient satisfaction • Partner with Revenue Cycle, Member Services, Finance, Clinical Operations, and vendor partners to resolve account issues • Flag recurring trends impacting patient balances and recommend process improvements • Support the rollout of new workflows related to patient financial services

• Manage complex, dynamic calendars for multiple C-suite executives — proactively resolving conflicts, prioritizing requests, and anticipating scheduling needs before they arise • Coordinate domestic and international travel logistics including flights, hotels, ground transportation, and itineraries • Prepare executives for meetings by compiling briefing documents, agendas, background materials, and talking points • Handle correspondence, draft communications, and respond to inquiries on behalf of executives with appropriate judgment and discretion • Track action items and follow-ups from executive meetings to ensure nothing falls through the cracks • Process expense reports and manage reimbursements accurately and on schedule • Coordinate logistics for leadership team meetings, offsites, board prep, and company-wide events — including venue sourcing, catering, tech setup, and materials • Maintain organized filing systems and document management for executive-level materials • Support onboarding for new senior leaders and manage relationships with key external stakeholders and vendors • Serve as a key point of contact across Brightline's teams on behalf of supported executives • Partner with other executive assistants and operations staff to ensure seamless coordination across the leadership team • Handle confidential and sensitive information with the highest level of integrity and discretion • Identify opportunities to streamline processes and improve the efficiency of executive operations

• Own Brightline's public-sector growth pipeline, with accountability for opportunity identification, qualification, advancement, conversion, and long-term revenue growth. • Develop and execute strategic pursuit plans for high-priority state, county, Medicaid, education, and government opportunities. • Build and maintain a multi-year pipeline of public-sector opportunities capable of supporting Brightline's long-term growth objectives. • Independently originate new opportunities through direct engagement with government stakeholders, industry partners, consultants, and market intelligence. • Lead opportunities from initial relationship development through contract award, serving as the accountable executive throughout the full business development lifecycle. • Develop executive engagement strategies that increase Brightline's probability of success in competitive procurement environments. • Own pipeline forecasting, opportunity stage management, win-rate performance, and growth reporting. • Partner with executive leadership to establish annual and long-range public-sector growth targets. • Identify opportunities to expand existing public-sector partnerships through additional services, geographies, funding streams, and populations served.

• Collaborate with clinical leadership to implement care model enhancements, quality initiatives, and documentation standards. • Operationalize clinical pathways, care protocols, and market-specific models. • Partner with market and clinical leadership to ensure operational success and alignment on performance goals. • Serve as an organizational expert on the care model and operational workflows, understanding how clinical and operational teams work, measure, and succeed. • Refine and architect national workflows, protocols, SOPs, and playbooks that drive standardization and efficient, high-quality care. • Build systems and reporting that enable repeatable, scalable, high-reliability operations across markets, including new-market implementation, market team training and onboarding. • Use data and time with market teams to identify and understand inefficiency, variation, and outcome shortfalls — then design and implement durable solutions. • Act as the voice of market operations in product development, building product requirements grounded in workflow realities and data. • Partner closely with Product to automate workflows, leverage AI-assisted operations, and make tooling investments that reduce friction and improve outcomes. Co-lead demos, UAT, rollout planning, and training for operational tools and products — and monitor, measure, and troubleshoot implementations until they are stable and adopted. • Partner closely with Analytics to ensure the business has the data it needs to manage performance at the corporate, market, clinic and individual provider level. • Collaborate with Finance and Clinical Leadership to ensure our clinic and virtual care and coaching models - including scheduling tools, systems, and processes - directly tie to unit economics, enabling data-driven management. • Provide hands-on support to market teams to guide clinical operations and drive efficiency and standardization across markets. • Identify opportunities for and build out centralized support functions. • Define staffing model and scheduling governance, ensuring balanced access SLAs with provider well-being and labor cost, including overseeing template governance to ensure optimal capacity and scalability. • Re-engineer cancellation and capacity workflows to convert previously wasted clinical capacity into completed visits. • Translate strategic goals and performance objectives into concrete operational plans, implementation roadmaps, and measurable KPIs. • Own the execution of key cross-functional strategic care operations initiatives, including launching new markets, care model enhancements, staffing model evolution, and operational redesign. • Anticipate bottlenecks and proactively propose solutions — ahead of market and clinical pain points. • Create clear roles and responsibilities, playbooks, and scorecards so leaders manage to a consistent, transparent set of KPIs. • Serve as the connective tissue across clinical, product, and finance teams — translating operational realities into strategic input and ensuring decisions and solutions are grounded in both data and care quality. • Build and coach a high-performing team that collaborates effectively across the organization and takes accountability for building critical functions. • Provide clear, compelling communication to internal audiences — including the Executive Leadership Team, market leadership, and other departments — driving understanding of the “why,” the priorities, and the progress in a way that motivates and encourages accountability.

Role Description Brightline is redefining what pediatric behavioral health care looks like for families across the country — and we’re looking for a mission-driven provider specializing in Evaluations who will bring that vision to life. The Evaluation Provider conducts comprehensive psychological evaluations for youth up to age 18, serving as a specialist resource across the region. If you are as passionate about evidence-based mental health care for kids, teens, and families as we are, we’re looking for you. Brightline is expanding its evaluation capacity to meet growing demand across our NY clinics. In this role, you will serve as a dedicated specialist — conducting in-depth diagnostic evaluations that directly shape treatment planning and family outcomes. You’ll collaborate with multidisciplinary teams and help set the clinical standard for evaluation excellence at Brightline. This is a rare opportunity to do high-impact clinical work within an innovative, fast-growing practice that is transforming pediatric mental health care. Responsibilities - Conduct in-depth diagnostic evaluations, including clinical interviews, multi-informant data review, and differential diagnosis, to clarify presenting concerns and inform evidence-based care for youth up to age 18. - Provide clear, evidence-based recommendations for ongoing care in alignment with patient need and Brightline’s program offerings. - Integrate screening and rating measures into comprehensive diagnostic formulations. - Deliver family feedback sessions with actionable, accessible clinical guidance. - Collaborate with multidisciplinary teams, engage in peer consultation, and participate in continuous professional development. - Contribute to the development and refinement of Brightline’s evaluation and testing service line. - Participate in community engagement and outreach opportunities. Qualifications - Master’s degree in Psychology or other related field. - Active, unrestricted LCSW, LMHC-D, LMFT-D licensure in the State of New York. - Extensive experience conducting diagnostic evaluations across a variety of presenting concerns for youth and families. - Advanced training in semi-structured diagnostic interviews with ability to adapt to varied clinical contexts. - Strong working knowledge of evidence-based interventions for common pediatric concerns, enabling clear and actionable diagnostic recommendations. - Strong knowledge of current clinical research and commitment to staying updated on the latest empirical advancements. - Clear understanding of and deep commitment to ethical standards of care. - Experience providing care both in-person and virtually (some evaluations and feedback sessions may be conducted virtually depending on clinical appropriateness and family preference). - Interest and experience thriving in a start-up environment. - Bilingual candidates are strongly preferred, particularly Spanish-speaking. - Ability to maintain up to 30 hours per week for evaluations + feedback. Benefits - Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k. - 12 Company Holidays + Floating Holidays, Holiday Shutdown, Flexible Time Off, Parental Leave. - Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement. - Stock Options. - Annual base salary range for applicants is $80,000- $105,000. Company Description Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.