Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a large volume of incoming and outgoing phone calls from clients and providers regarding billing, insurance claims, and account inquiries.

• Provide accurate, empathetic, and professional assistance.

• Investigate and resolve billing discrepancies, outstanding balances, and insurance claim issues promptly.

• Utilize Salesforce, TalkDesk, SonderMind Admin, and internal knowledge bases concurrently.

• Record call interactions, resolutions, and follow-up actions in Salesforce.

• Collaborate with billing and customer success teams on escalated matters.

• Achieve performance metrics, including QA averages of 90%+ and case resolution goals.

• Handle sensitive client interactions and connect them with suitable resources.

• Understand the client and provider journey, platform, and billing processes.

• Independently manage billing and customer support queues.

• Address complex billing and claims inquiries during the first call.

• Identify recurring issues and opportunities for process improvements.

• Complete ad-hoc projects as necessary.

⛳️ Requirements

• 0 to 1+ years of experience in a customer-facing position.

• Experience managing inbound and outbound calls in a metrics-driven environment.

• Proficiency in navigating multiple platforms simultaneously during live calls.

• Exceptional verbal and written communication skills with a professional, empathetic phone demeanor.

• Availability to work shifts Monday through Friday between 7am and 6pm MST.

• Previous experience in a call center within healthcare or behavioral health is a plus.

• Familiarity with CPT and ICD-10 coding is a nice-to-have.

• Experience with Salesforce, TalkDesk, or similar CRM/telephony systems is a plus.

• Background in insurance claims research, appeals, or collections is advantageous.

• Experience in a startup or high-growth environment is a plus.

• Must be a U.S. resident and authorized to work for any employer in the U.S.

🏝️ Benefits

• A commitment to promoting flexible hybrid work arrangements.

• A generous PTO policy offering a minimum of three weeks off each year.

• Complimentary therapy coverage benefits for employees enrolled in medical plans.

• Competitive Medical, Dental, and Vision insurance options.

• HSA with a $1,100 company contribution and FSA options.

• Employer-funded short-term disability, long-term disability, life, and AD&D insurance.

• Salary-difference coverage for up to seven weeks of short-term disability leave following the waiting period.

• Eight weeks of paid Parental Leave.

• 401K retirement plan with 100% matching, immediately vested, on up to 4% of base salary.

• Annual travel to Denver for the Shift gathering.

• Fourteen company holidays.

• Company shutdown between Christmas and New Year's.

• Supplemental life insurance options.

• Pet insurance coverage.

• Commuter benefits.