• Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams • Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices • Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities • Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities • Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices • Hold accountability for the quality of customer service experienced by clinic partners • Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths • Monitor customer support performance – response times, resolution quality, and clinician satisfaction • Identify recurring issues and feed insights back to product, clinical, and operations teams • Maintain customer service documentation and standard operating procedures • Escalate complex issues to appropriate internal stakeholders • Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status • Provide the commercial team with reliable pipeline visibility and partnership health reporting • Identify cross-sell and upsell opportunities within existing clinic partnerships • Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly • Interface with Finance on billing-related customer queries • Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations • Coordinate with the commercial team on clinic partnership strategy and activities • Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship • Support the Technical team with clinic-side system configuration and troubleshooting

• Place outbound calls to insurance carriers to research and resolve claims • Review and process medical claims to ensure accurate billing and reimbursement • Enter and update claim information across multiple systems with accuracy • Follow up on outstanding claims to maximize recovery for clients • Maintain strict compliance with HIPAA and company policies • Apply knowledge of medical billing forms (UB-04, CMS-1500) when applicable

Workers Compensation Account Specialist Pay Range: $22.67-$27.00/hour (commensurate based on experience)  The Workers Compensation (WC) Account Specialist is responsible for managing workers’ compensation accounts, including securing required authorizations, coordinating with insurance adjusters, and ensuring timely claim processing. This role also performs accounts receivable follow-up with payers to resolve outstanding claims and support timely reimbursement. What You’ll Do - Secure required workers’ compensation authorizations through insurance portals or phone outreach - Communicate authorization status, including approvals and denials, with providers and clinic staff - Follow up with insurance carriers and adjusters to verify case details and resolve authorization or payment issues - Perform accounts receivable follow-up to ensure timely claim resolution and reimbursement - Monitor work queues to maintain productivity standards for authorizations and A/R follow-up - Identify denial patterns, underpayments, or other claim issues and escalate when necessary - Assist in resolving unpaid or unresolved claims with insurance payers - Maintain compliance with HIPAA, OSHA, and internal risk management policies - Participate in team meetings and training as needed What We’re Looking For - 2+ years of experience in medical billing or accounts receivable follow-up, preferably within workers’ compensation or denial management - Understanding of clinic operations including patient registration, referrals, authorizations, and collections - Familiarity with insurance payer reimbursement practices and claims processing - Experience working with private, commercial, and government insurance claims - Strong attention to detail and ability to manage multiple priorities - Excellent communication and problem-solving skills - Ability to maintain strict confidentiality of patient and organizational information Benefits - Rest, Reset & Recharge: Sick time in accordance with state and local requirements, plus 6 major holidays to unplug and focus on what matters most. - Plan Ahead: Company-matched 401(k) to help you build what’s next, available once eligibility requirements are met (500+ hours in two consecutive years). - Care for Your Crew: MetLife Pet Insurance with flexible plans, up to 90% reimbursement on eligible expenses, and 24/7 telehealth support via the PetMobile app. - Play More, Pay Less: Exclusive savings through PlumBenefits and LifeMart on travel, hotels, theme parks, sporting events, shows, electronics, food delivery, and more. Equal Opportunity Employer, including Disabled/Veterans.

Role Description The Workers Compensation (WC) Account Specialist is responsible for managing workers’ compensation accounts, including securing required authorizations, coordinating with insurance adjusters, and ensuring timely claim processing. This role also performs accounts receivable follow-up with payers to resolve outstanding claims and support timely reimbursement. - Secure required workers’ compensation authorizations through insurance portals or phone outreach - Communicate authorization status, including approvals and denials, with providers and clinic staff - Follow up with insurance carriers and adjusters to verify case details and resolve authorization or payment issues - Perform accounts receivable follow-up to ensure timely claim resolution and reimbursement - Monitor work queues to maintain productivity standards for authorizations and A/R follow-up - Identify denial patterns, underpayments, or other claim issues and escalate when necessary - Assist in resolving unpaid or unresolved claims with insurance payers - Maintain compliance with HIPAA, OSHA, and internal risk management policies - Participate in team meetings and training as needed Qualifications - 2+ years of experience in medical billing or accounts receivable follow-up, preferably within workers’ compensation or denial management - Understanding of clinic operations including patient registration, referrals, authorizations, and collections - Familiarity with insurance payer reimbursement practices and claims processing - Experience working with private, commercial, and government insurance claims - Strong attention to detail and ability to manage multiple priorities - Excellent communication and problem-solving skills - Ability to maintain strict confidentiality of patient and organizational information Benefits - Rest, Reset & Recharge: Sick time in accordance with state and local requirements, plus 6 major holidays to unplug and focus on what matters most. - Plan Ahead: Company-matched 401(k) to help you build what’s next, available once eligibility requirements are met (500+ hours in two consecutive years). - Care for Your Crew: MetLife Pet Insurance with flexible plans, up to 90% reimbursement on eligible expenses, and 24/7 telehealth support via the PetMobile app. - Play More, Pay Less: Exclusive savings through PlumBenefits and LifeMart on travel, hotels, theme parks, sporting events, shows, electronics, food delivery, and more. Company Description Equal Opportunity Employer, including Disabled/Veterans.