Customer Support Representative

Responsibilities

• Client Experience
• Use internal knowledge materials + resources to educate Talkspace clients on our billing and claims procedures, and quickly and accurately respond to escalated service-related billing inquiries from existing members, including but not limited to questions related to enrollment errors, refund requests, claims adjustments, superbill requests, etc.
• Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported.
• Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace, ie.
• Charge disputes
• Medical records request for billing records
• Billing affidavits (written and verbal)
• Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.
• Draft and provide superbills to clients when requested, as needed.
• Serve as company claims SME and collaborate with internal stakeholders on billing and claims-related ad hoc projects, as assigned.
• Work closely with our Client Support team, providing status updates on known payer issues and assisting with client escalations, as needed.
• Provide white glove service to all our members, infusing empathy and kindness in all replies, and following up with clients when necessary to ensure resolution.
• Keep up with business updates to ensure the assistance provided is accurate and up to date.
• Identify client contact reason trends and roll up any potential issues affecting a specific segment of clients to leadership daily, as needed.

Documentation + Process Improvement

• Contribute to the improvement of our department by suggesting updates to departmental knowledge materials + resources (internal knowledge base, correspondence templates).
• Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving productivity, job satisfaction, and our client experience.

Team Collaboration

• Join Our Job Update Communities
• Get fast job alerts, remote opportunities & visa updates instantly.
• Follow on Twitter
• Join Telegram
• WhatsApp Channel
• Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
• Attend all department meetings (ie. coaching sessions, recurring 1:1s, ongoing training lessons), as scheduled.
• Maintain regular communication with your Supervisor and team, daily.
• Performs other related duties as assigned.

Requirements:

• 2+ years experience with health insurance claims or support environment, required; preferably in a phone/email/chat support-related capacity.
• Knowledge of Behavioral Health terminology (ie CPT Codes) and understanding of Insurance benefits ( ie: copy, coins and deductible), required.
• Knowledge of and ability to comply with PHI and HIPAA guidelines when working with sensitive material, required.
• Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
• Familiarity working within payor portals, third party healthcare clearinghouses, required; Zendesk, Atlassian (Jira, Confluence) is a plus.

Bonus Points

• Experience working in a provider’s office or health insurance company

Benefits :

• Comprehensive Medical, Dental and Vision plans
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The hourly rate for this role is $24.50/hr.