Note: The job is a remote job and is open to candidates in USA. Healthy Gamer is a company focused on providing inclusive and affordable mental health care. As a Customer Service Representative - Billing Specialist, you will support clients by addressing inquiries and resolving billing issues, while maintaining accurate records and fostering positive customer experiences.
Responsibilities
- Interact with customers via email, online chat, or other electronic means to provide support and information on an assigned product or service
- Answer customer inquiries and resolve billing problems and concerns, taking appropriate action to bring issues to closure
- Maintain customer accounts and records of interactions, including inquiries, complaints, and comments
- Resolve assigned billing tasks efficiently so General CSRs can complete tickets within reasonable timelines
- Maintain and manage collections records and activities for delinquent accounts
- Use knowledge of HG-specific products, services, or other assigned areas of expertise to answer inquiries or route them to the appropriate teams
- Partner with the Customer Service Manager to resolve disputed payments, uphold billing standards and policies, and evaluate or update those policies as needed
- Identify and implement process improvements, contributing to a culture of continuous improvement within the team
- Act as a resource to peers by sharing best practices, offering guidance, and supporting the onboarding and training of new team members
- Other duties as assigned
Skills
- Minimum 1-2 years of financial or billing experience in a service industry; experience in a client facing environment a plus
- Minimum 1-2 years of client service experience in a service industry; experience in a healthcare service setting a plus
- Service-oriented and ability to work with customer grievances
- Understanding of basic accounting and billing principles
- Excellent written, verbal, and interpersonal communication, including active listening
- Excellent interpersonal and customer service skills
- Keen attention to detail and advanced organizational skills
- Knowledge of—or ability to learn—the relevant product or service area
- Proficient with relevant tools (Google Workspace, Excel, Slack, Discord, Stripe, HubSpot, etc.) and able to learn new software quickly
- Strong cross-functional collaboration and organizational skills
- Thrives in a fast-paced, autonomous, remote environment while staying on top of workload
- Collections and Delinquent account management
- Experience and Proficiency in Stripe's payment processing platform and Hubspot's CRM Platform
- Experience in startup or growth environments, scaling support, improving systems, and taking initiative to solve problems
- Familiarity with insurance billing, claims processes, and communicating with payers
- Experience and/or interest in mental health services
Benefits
- Flexible hours
- Flexibility to adjust from part-time to full-time in the future, based on business needs
- Training Schedule: Will be within normal business hours, approximately one week, M-F for 3-4 hours a day (~10am-2pm CST)
Company Overview