Customer Support Specialist Location Boston Employment Type Full time Location Type Hybrid Department CX OverviewApplication About OnRamp OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online. OnRamp is expanding, recently opening an office just steps from South Station in Boston. As part of this expansion, we're looking for a Customer Support Specialist who wants to help build the future model of support. In this role, you will bring creative approaches to our customers and internal processes across Customer Success. Be a product expert, bring an AI first approach, expand the knowledge base, help our customers and our team take customer onboarding to the next level! As a Customer Support Specialist, you will be responsible for working directly with OnRamp customers. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, OnRamp. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes. In this fast growing environment, career paths for successful Customer Support Specialists could include Senior Support Specialist, Customer Success Manager (CSM), Business Development Manager (BDR) or Sales Engineer (SE). Do you learn applications in depth and help others? This is a role that will allow you to show your expertise and grow with the company. In this role, you will: - Communicate with customers via phone and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries - Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible - Identify and diagnose software issues to fix and improve the product experience for our customers - Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry - Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through expanded use of our software - Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall OnRamp experience in mind - Collaborate within OnRamp (with teams such as Customer Success and Product) to retain and grow customers on our platform - Be a thoughtful engine to improve our product by surfacing trends and ideas to the Product Management team - Create and maintain help documents - Manage internal processes and systems used to organize and deliver the post sales experience - Be a role model and a trusted advisor by showcasing OnRamp values and a customer centric approach in every customer interaction We are looking for people who: - Are fluent in English - AI first approach, self-motivated, always curious, consistently eager to learn, with a growth mindset - Are performance oriented and demonstrate a strong customer first mentality by consistently providing customers high quality service - A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them! - Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer - Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role - Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support - Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts - Embody our customer first values and add to our company culture - Comfortable with working across phone, email and zoom - Comfortable with a hybrid work arrangement of 3 days in the office and up to 2 days remote. Occasional onsite, company meetings and events will require in person attendance for a particular or particular set of days - Pylon, Pylon AI Bot, Fathom, Salesforce and HubSpot knowledge and willingness to learn more are a plus Due to the high volume of applications, we request a short video (under 3 mins) submission from candidates for this position. This is an opportunity for the individual to illustrate their communications skills and their motivation towards the role. Why OnRamp - Work directly with enterprise and mid-market clients, including Fortune 15 companies - Join a high-growth SaaS company that just raised its $15M Series A led by top investors - Be part of a collaborative, ownership-driven culture - Highly competitive cash compensation, equity, and benefits - Boston-based, 3+ days a week in-office OnRamp is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. OnRamp considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. OnRamp is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please don’t hesitate to let us know.

Account Follow Up RepAbout City of Hope, City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The successful candidate: Account Follow-up Representative (AFR) Job Overview: The Account Follow-up Representative (AFR) is responsible for understanding and reconciling various insurance practices, both contracted and non-contracted. The role focuses on maximizing reimbursement and resolving patient or insurance (hospital or physician) account balances by employing comprehensive follow-up tactics in the following areas: - Insurance Account Follow-up (hospital or physician): Handle the reimbursement and resolution processes for insurance accounts. - Self-pay Account Follow-up: Concentrate on collecting the patient responsibility portion left by insurance using assistance programs and tools. This area also includes managing the inbound call center. - Administration of Financial Programs: Support patients with medical balances through Financial Assistance, Co-pay Assistance, Free Drug programs, Drug Replacement, etc. Minimum Job Qualifications: - Education: High school diploma or equivalent, or passed proficiency exam. - Experience: At least 3 years of accounts receivable (A/R) experience in a hospital or physician healthcare setting, including insurance and self-pay healthcare collections/billing, and insurance verification. Demonstrated analytical capability and experience with account reconciliation and balancing. - Knowledge, Skills, and Abilities: - Strong knowledge of medical terminology, ICD-9 codes, CPT/HCPCs codes. - Familiarity with Medicare Bad Debt laws and requirements, and Fair Debt Collection laws. - Understanding of insurance contracts and reimbursement methodologies. - Ability to interpret Explanation of Benefits (EOBs) and navigate patient insurance policies. - Knowledge of collection agency work, probate courts, and bankruptcy laws and regulations. - Advanced written and verbal communication skills. - Proficiency in technology, especially in spreadsheet management and trend analysis. - Excellent organizational skills, with the ability to manage multiple priorities and responsibilities. - Exceptional customer service skills. City of Hope is an equal opportunity employer. To learn more about our comprehensive benefits, click here: Benefits Information City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City/State Norfolk, VA Work Shift Multiple shifts available Overview: Sentara Health is hiring a Customer Service Rep I for Sentara Patient Accounting! Status: Full-Time permanent position (40 hours) Standard working hours: 8am to 430pm EST, M-F Location: Remote in Virginia Overview Responsible for all areas of customer service as it pertains to research and resolution of telephone inquiries from members or patients. Primarily responsible for handling incoming calls to effectively address issues related to either member eligibility, plan prescription benefits, and claim payment issues or patient services needs such as updating billing information, establishing payment plans, resolving payment inquiries, or patient scheduling. Provide quality service and customer satisfaction through effective communication and education. (Billing questions, claims) Education - High School Diploma or Equivalent required Certification/Licensure - No specific certification or licensure requirements Experience - Customer Service- 2 years - Previous Data Entry Experience - Call center experience preferred - Strongly prefer healthcare background (pre-authorization, insurance eligibility, referrals, billing, claims) - EPIC experience is a plus Sentara Overview: Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 130 years in pursuit of its mission - "we improve health every day." Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 30,000 employees, 12 hospitals in Virginia and Northeastern North Carolina, and the Sentara Health Plans division which serves more than 1 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety, and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named to IBM Watson Health's "Top 15 Health Systems" (2021, 2018), and was recognized by Forbes as a "Best Employer for New Grads" (2022), "Best Employer for Veterans" (2022, 2023), and "Best Employer for Women" (2020). Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth. Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve! To apply, please go to www.sentaracareers.com and use the following as your Keyword Search: JR-80979 Keywords: Call Center, Customer Service, Medical Billing, Medical Terminology, Insurance, Claims, Member Eligibility, Remote, Virginia Benefits: Caring For Your Family and Your Career • Medical, Dental, Vision plans • Adoption, Fertility and Surrogacy Reimbursement up to $10,000 • Paid Time Off and Sick Leave • Paid Parental & Family Caregiver Leave • Emergency Backup Care • Long-Term, Short-Term Disability, and Critical Illness plans • Life Insurance • 401k/403B with Employer Match • Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education • Student Debt Pay Down – $10,000 • Reimbursement for certifications and free access to complete CEUs and professional development •Pet Insurance •Legal Resources Plan •Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met. Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves. In support of our mission “to improve health every day,” this is a tobacco-free environment. For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.

• Process incoming and outgoing payments accurately and efficiently. • Verify transaction details and ensure accuracy before finalizing payments. • Monitor and maintain account balances across payment systems. • Support Customer Support agents by resolving payment-related issues quickly and professionally. • Collaborate with colleagues to resolve discrepancies and identify process improvements. • Assist shift leaders and managers with operational tasks as needed. • Participate in regular meetings and training sessions to enhance team efficiency and develop your expertise. • Provide support and guidance to junior team members when needed.