Billing and Claims Associate

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for a Billing and Claims Associate to join our Customer Support team. You'll play a pivotal role in delivering exceptional service to our clients. Utilizing internal resources and knowledge materials, you'll educate clients on our billing and claims procedures, swiftly addressing escalated inquiries with empathy and accuracy. As a key member of our team, you'll provide white-glove service to our clients, ensuring they feel cared for and supported in every interaction. You'll also contribute to process improvement initiatives, recommending updates to knowledge materials and suggesting improvements to support processes, all aimed at enhancing productivity and client satisfaction. In addition to your client-facing responsibilities, you'll collaborate closely with internal stakeholders, serve as an onboarding buddy to new hires, and maintain open communication with your team and supervisor. If you're passionate about delivering outstanding client experiences, thrive in a collaborative environment, and are eager to make a meaningful impact, we invite you to join us at Talkspace. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based in Eastern Time. Talkspace HQ is located in NYC.

What You’ll Do

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.