About Us At Total Life, we believe that the later chapters of life should be defined by growth, purpose, and emotional resilience. We are on a mission to revolutionize healthier aging by combating the silent epidemic of mental health issues and anxiety among the elderly. Our work is driven by a deep-seated commitment to making quality, affordable emotional support services easily accessible to a demographic that is too often overlooked in the digital health revolution. We are a behavioral health company solely dedicated to the 65+ population. Our values are rooted in empathy, evidence-based care, and accessibility. We don't just provide therapy; we empower seniors to redefine their identity, navigate complex health changes, and maintain a high quality of life. When you join Total Life, you aren't just joining a platform—you are joining a movement to ensure that every senior has a partner in their mental health and wellness journey. Position Summary The RCM Specialist is a mid-level role responsible for the tactical execution and oversight of the patient financial lifecycle. You will ensure that our mission remains sustainable by managing the end-to-end billing process. This role requires a deep understanding of the U.S. healthcare industry, specifically regarding Medicare and commercial payers, to ensure our senior clients receive seamless access to care without financial friction. Core Responsibilities - Perform accurate charge entry, claim submission, and payment posting to ensure timely revenue capture. - Manage insurance eligibility verification and authorizations, specifically navigating the complexities of Medicare and supplemental plans. - Identify, investigate, and resolve claim rejections and underpayments by filing effective appeals with U.S. insurance carriers. - Monitor accounts receivable (A/R) aging reports, identify payment trends, and resolve outstanding balances. - Handle billing inquiries from seniors and their families with empathy, providing clarity on account balances and payment plans. - Maintain strict adherence to HIPAA, CMS billing requirements, and state/federal healthcare regulations. - Generate and analyze reports on collections and denial rates to identify "revenue leaks" and suggest process improvements. - Collaborate with clinical and operations teams to ensure sessions are documented correctly for billing

• Analyse current systems and decompose them into functional domains • Develop high-level business domain maps for clarity and understanding • Facilitate workshops and gather requirements from stakeholders, translating them into technical specifications (functional and non-functional) with the engineering team • Collaborate with software engineers to ensure requirements are properly understood and implemented • Support prioritisation decisions with detailed analysis and business impact assessments • Maintain comprehensive project documentation, ensuring clarity and alignment across teams • Track requirements progress and flag potential blockers or dependencies • Identify requirements gaps and technical constraints, proposing solutions where appropriate • Stay updated on industry trends and best practices in business analysis and software development

• Responsible for the management of User Support Service Desk, reviewing 2nd level service desk requests for business enhancement initiatives and evaluating requests for technician assignment to provide timely resolution to identified operational issues. • Translate requests into requirements where enhancements have been defined and approved. • Collaborate with the Operations leadership in researching agent productivity and process issues. • Monitor GDS requirements and technical issues related to quality control systems, agent tools, and scripts. • Utilize software, processes and procedures in a defined and consistent manner, documenting requirements, standards and change management. • Participates in the delivery of initiatives generated through business analysis to drive projects relating to account change management, agent training and quality control standards. • Department sponsor participating in client and product implementations. • Conducts and/or participates in client implementations or operational meetings providing an overview of quality control & reporting processes. • Work with Education and Training team to ensure enhancements to GDS products/services and agent tools are being trained across the organization. • Responsible for testing and providing feedback on automation/script programming across all GDS and systems. • Maintains a favorable working relationship with all other company team members to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity, efficiency and effectiveness.

• Elicit, analyze, and document business and functional requirements • Translate business needs into clear user stories, use cases, and acceptance criteria • Collaborate with stakeholders to define product scope, priorities, and success metrics • Analyze financial workflows, transactions, and data flows • Support product development throughout the SDLC • Participate in backlog grooming, sprint planning, and reviews • Validate implemented solutions against requirements • Identify gaps, risks, and improvement opportunities • Prepare documentation such as BRDs, FRDs, process flows, and wireframes • Ensure compliance with regulatory and security requirements