Type:

full-time

Job Description:

Position OverviewThe Insurance Billing & Customer Success Specialist plays a critical role in supporting mental health providers by managing complex insurance billing workflows within our EHR platform. This role is primarily focused on insurance billing support and related technical expertise. The specialist will also lead live billing calls, demos, and virtual training, and provide general customer support when needed to ensure a seamless client experience.

This position is ideal for someone with deep insurance billing knowledge, including a general understanding of major insurance payers and their affiliates, who enjoys helping others, thrives in a fast-paced startup environment, and values empathetic, clear communication. Flexibility and adaptability are key, as responsibilities may shift based on team and business needs.

Key ResponsibilitiesInsurance Billing Support (Primary Focus)Troubleshoot and resolve insurance billing questions within the EHR.Support workflows related to claims, ERA posting, enrollments, and clearinghouse processes.

Stay current with changing insurance payer requirements and clearinghouse protocols.

Apply a strong understanding of HIPAA and healthcare compliance standards.

Identify recurring billing issues, document patterns, and collaborate with internal teams to improve billing workflows and product functionality.

Communicate directly with insurance companies, clearinghouses, and external partners as needed.

Billing Calls, Demonstrations, and TrainingsLead live billing support calls with customers to walk through billing issues in real time, troubleshoot workflows inside Sessions, and guide customers step by step toward resolution.

Diagnose billing problems during live calls by reviewing claim status, payer rules, clearinghouse responses, ERA details, and configuration settings, then clearly explain next steps and expectations.

Document outcomes from billing calls and identify patterns to improve internal resources, workflows, and product feedback loops.

Lead live sales demos and training sessions for potential and existing customers by showcasing key platform features, assessing prospective customer needs and platform fit, supporting the conversion of prospects into customers, and delivering clear, empathetic training that meets clinicians at their level and drives confident adoption of billing and EHR workflows.

Adaptive EHR Support and Customer Success (As Needed)Troubleshoot customer questions across the Sessions Health EHR platform as it evolves, providing clear, empathetic guidance on workflows beyond billing when support volume requires.

Apply a strong understanding of HIPAA and other healthcare regulations in all customer interactions and support practices.

Serve as a trusted liaison between customers and internal teams by documenting issues, escalating product concerns appropriately, and fostering feedback loops that drive continuous system improvements.

Team Collaboration and FlexibilityEngage in open collaboration with our tight-knit team, contributing beyond rigid role confines.

Communicate effectively with external partners, such as insurance providers, while representing our brand ethos.

Embrace and adapt to rapid changes, providing solutions and feedback for business growth.

Who You AreDetail-oriented with the ability to manage complex, process-driven work and pivot based on business needs.

Strong interpersonal skills with clear, compassionate written and verbal communication.

Resilient and adaptable, thriving in a fast-paced, ever-changing startup environment.

Fast learner, receptive to new tools, processes, and strategies.

Solution-oriented mindset with a willingness to identify gaps and propose improvements.

Curiosity about psychotherapy and a genuine desire to reduce administrative burden for mental health professionals.

Comfortable working across virtual tools, including support ticketing systems, video platforms (Google Meet, Zoom), and collaborative workspaces.

What You'll Bring3+ years of experience with insurance billing and medical coding. Behavioral health billing experience preferred.

Experience working with Electronic Health Record (EHR) systems.

Demonstrated experience in customer support or customer success roles, ideally in a startup environment.

Bachelors degree in Health Administration, Accounting, Finance, Information Systems, Psychology, or a related field preferred.

Experience in behavioral health or working with mental health providers preferred.

Bonus:

Familiarity with working in the Claim.

MD clearinghouse system.

Salary:

$45,000-$65,000

Benefits:

Flexible work schedule to support work-life balance.

Fully remote work environment.

Generous PTO and paid federal holidays.

Comprehensive health, dental, and vision coverage.

Disability insurance.401(k) match, with potential for performance bonuses.

We are committed to supporting the well-being of our employees through competitive benefits and a remote-friendly work environment. 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