Customer Success Billing Specialist

Linus Health is a Boston-based digital health company focused on transforming brain health for people across the world. By advancing how we detect and address cognitive and brain disorders – leveraging cutting-edge neuroscience, clinical expertise, and artificial intelligence – our goal is to enable a future where people can live longer, happier, and healthier lives with better brain health.

We are a team of 100+(and growing!), embarking on an exciting period of accelerated growth.  We invite collaborative, self-driven and impact-oriented professionals to join our dynamic and fast-growing team.

Does this sound like an innovative & disruptive start-up where you could see yourself?  If so, please continue reading…

The Role:

We are seeking a Customer Success Billing Specialist who will own customer support requests for all Tier 2 customer billing related items. The Customer Success Billing Specialist will improve and expand the customer lifecycle through; an expertise in billing knowledge, and world class customer support. If you have a desire to help others, an interest in technology, and passion for the customer experience, this could be the perfect opportunity for you. 

What you'll Do:

• Be a trusted advisor to our customers as a subject matter expert in claims billing
• Provide support to our customers by owning Tier 2 Billing Support. This includes, but not limited to; responding to customer inquiries via support channels, proactive education and outreach to customers, meeting with customers to assist with any billing challenges
• Support internal teams, such as Customer Success and Product, by serving as a subject matter expert
• Proactively engage customers on billing topics, preparing the customer on expectations for billing for Linus Assessments
• Provide internal support by partnering with the CS Training team to create content and educational materials
• Lead and participate in assigned customer check-ins, building rapport with those key customers
• Document client updates, check-ins, and feedback in internal systems of record
• Instill confidence in clients through education of billing principles, consulting on billing workflow items, and navigating denials if applicable 
• Stay engaged with regulatory updates focused on billing requirements. Advocate internal stakeholders on procedure updates as needed
• Provide basic troubleshooting support in a timely and professional manner, while exceeding SLA expectations
• Manage first level support for incoming customer inquiries. This includes general outreach as well as related to billing
• Understand and participate in maintaining key Support volume metrics
• Develop documentation, knowledge base articles, FAQ’s and training materials as needed for billing related initiatives. Assist CS teammates in training and education as needed 
• Identify trends to address with the client or internally to improve client experience and workflow
• Cultivate proactive support culture and processes for scale
• Other support related special projects as assigned

About You:

Must Haves:

• Medical and Billing certification
• 3-5 years of healthcare billing experience
• Experience with the following billing methods; fee for service, value-based care, and Medicare/Medicaid. 
• Experience with and knowledge of healthcare claims information - procedure, diagnosis, and remark codes 
• Demonstrated history of excelling beyond customer expectations
• Passionate about customer success and supporting high-quality deliverables, and determined to drive long-term customer value
• Experience with claims systems, third-party billing, and claims clearinghouses 
• Digital Health experience working with SaaS products, software or related technology
• Excellent communication skills, and demonstrated ability to defuse tense situations
• Effective time and task management
• Excited and energized working in a fast-paced environment and navigating ambiguity
• Prior experience in account management or client implementations 

Nice To Haves:

• Experience using Zendesk Support.

What We Offer:

• As a health and wellness company, an opportunity to have a lasting impact on the way people and communities engage with brain and mental health, and even to affect the prognosis of people’s mental and brain health trajectory(pretty powerful stuff if you ask me!)
• A mission-driven environment where all 100+ (and counting) employees strive to exemplify our core values every day
• Competitive compensation packages that include an annual discretionary target bonus incentive as well as valuable equity
• Unlimited PTO — We know this can work both ways, however our leadership team does an excellent job at encouraging people to take PTO
• A sincere and deep appreciation for the importance of mental health. We have recently implemented a “monthly flex day” where employees are encouraged to take time away from work to rest, recharge & reset.
• A peer-to-peer recognition program: Celebrating our employees hard work and success is in our DNA!
• Employee Referral Incentive program
• A robust healthcare package that includes medical, dental & vision benefits as well as a 401(K) program where Linus will match up to 6% of employee contributions.
• The base salary budgeted for this position is in the $65,000-$80,000 range per year. The role will also include an annual discretionary target bonus based on performance as well as company equity. The final offer determined for a candidate who is hired into this position will depend on a number of factors, including, but not limited to, the candidate's relevant skills, professional experience, and labor market conditions, etc.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us