• Be responsible for answering incoming phone calls • Diagnose software problems • Fix/write code to resolve customer concerns • Answer operational questions • Train customers on software functions • Deliver professional customer service

• Provide top-tier customer support via emails • Handle escalations and complex cases • Collaborate with cross-functional teams to resolve issues and improve the customer experience • Track and analyze customer feedback to identify trends • Assist with developing and improving support processes and policies • Support the onboarding and training of new team members • Prepare regular reports on support performance and customer satisfaction • Work structured shifts: Days off: Thursday—Friday, Night shift (23:00 — 07:00)

• Deliver exceptional customer service by promptly addressing customer inquiries • Resolve issues efficiently and ensuring overall customer satisfaction • Research and provide accurate and timely responses to inquiries

Rethink Behavioral Health is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform (http://RethinkBH.com) provides clinical, staff training and practice management tools for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. Therefore, we are looking for the right person to join our billing service team. Our Billing Services Division specializes in Revenue Cycle Management and Enrollment and Credentialing services. We are growing and are looking for new team members that will offer our clients best in class billing services. We support mission-oriented companies that impact the lives of thousands of individuals with autism and their families. We are excited to offer the opportunity for professional and collaborative individuals to grow and be part of something exciting. The Customer Billing Advocate is responsible for supporting our billing teams by working with insurance companies to ensure efficient and prompt reimbursement for therapy sessions for our customers and actively pursuing all outstanding A/R for customers supported within the RCM division. This is a client facing position that requires a willingness to be a “hands on” as needed while managing multiple accounts. Main Responsibilities: - Ensure strict HIPAA-compliant confidentiality with all client-related data. - Serve as a point of contact for all customers within assigned POD structure - Prepare and Lead customer meetings to review open AR and mitigation plans for denials. - Be the expert on assigned accounts and act as lead for communication between billing, posting and enrollment & credentialing teams. - Work closely with Customer Success Team to align on customer needs, priorities & retention strategies. - Review customer account reports, requests for information from clients and track progress to ensure any concerns and requests for information are being resolved in a timely manner - Own all incoming account specific tickets in SalesForce. Work with Customer Success Team, Billing and Posting teams to obtain correct information and resolve outstanding items - Monitor and analyze customer account health compared to industry benchmarks and identify actions needed to resolve outstanding issues and/or projects - Delegate out work to assigned POD AR Reps to support collections, issues, trends identified by teams during POD huddles - Coordinate POD huddles across functional teams to address shared accounts in POD - Work closely with the internal Compliance team on accounts identified above benchmarks or at risk - Address customer at-risk plans and ensure proper actions are delegated & resolved by members within the POD - Review A/R Aging Reports and follow up on rejections and denials as needed to support POD goals and projects - File appeals to insurance and to insurance commissioner as needed - Submit corrected claims when needed - Research specific payor billing rules as needed - Review & interpret payor contracts when applicable - Stay informed about Payor and Industry Billing rules - Measure and monitor key metrics related to work performance - Foster a positive work environment for colleagues Requirements: - HS Diploma or Equivalent - ABA billing experience - Minimum 2-5-years experience in billing both major commercial insurance companies as well as state Medicaid programs - Minimum 2-7 years account management experience - Experience using insurance company websites/portals - Proficient in using Microsoft Suite (Outlook, Excel, Word) - Willing to learn, positive attitude and love a good challenge - Strong verbal and interpersonal skills - Experience working with global employees - This role requires exceptional attention to detail, critical thinking and excellent communication with internal teams and insurance companies Preferred Qualifications: - Speech, OT and Mental Health billing experience - Minimum 3-5-years’ experience working in an office setting - Experience using Billing Software, EMR and Clearinghouse systems (Rethink, Azalea, Tebra, Waystar, Trizetto, Availity) Benefits: - PTO and Vacation Days after a 90-day introductory period - Paid Holidays - Generous Health, Denial & Vision benefits package - 401k + Matching Job Type: Full-time, Monday-Friday (8-5 PM) Hourly Remote opportunities are available only in the following states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, IN, IA, MO, NC, NE, NY, OH, PA, SC, TN, TX, UT, VA Our commitment to an inclusive workplace RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. JazzHR Privacy Policy JazzHR Terms of Use California Privacy Notice #rb #BI-Remote