Billing Care Coordinator, Tia

• This role is ideal for someone who is detail-oriented, calm under pressure, and energized by helping members through confusing or emotionally sensitive billing situations
• 1+ year of experience in billing support, revenue cycle, patient/member services, customer support, or another high-touch service role
• Comfort handling live phone interactions, escalations, and sensitive conversations with empathy and professionalism
• Strong attention to detail, documentation habits, and follow-through
• Ability to research issues, follow defined workflows, and manage cases through resolution
• Clear written and verbal communication skills
• Comfort using billing systems, ticketing tools, phone systems, Google Workspace, or similar technology
• Ability to work full-time weekday hours
• The role requires comfort managing live phone and chat-based member interactions throughout the workday

Desirable

• We are looking for a Billing Care Coordinator to support members with complex or urgent billing questions in a thoughtful, clear, and solutions-oriented way
• In this role, you will be one of the primary voices of Tia for billing-related support, helping members understand charges, navigate insurance questions, resolve payment concerns, and feel confident that their issue is being handled with care
• You will work closely with Revenue Cycle Management SMEs, Billing Success Coordinators, and billing support teams to research, document, escalate, and resolve cases accurately and efficiently
• Member Billing Support: Handle inbound billing calls, escalations, and urgent member requests with professionalism, empathy, and accuracy
• Case Resolution: Research and resolve billing concerns related to insurance denials, payment discrepancies, patient balances, and other complex billing questions
• Cross-Functional Partnership: Partner with Revenue Cycle Management SMEs, Billing Success Coordinators, and billing support teams to resolve nuanced cases and ensure smooth handoffs
• Documentation & Compliance: Accurately document calls, cases, actions, and follow-up steps in accordance with HIPAA and internal compliance standards
• Escalation Management: Follow escalation protocols and ensure cases are fully resolved, clearly communicated, or routed to the appropriate team
• Member Experience: Provide clear, compassionate communication that helps members understand their options and feel supported throughout the billing resolution process
• Process Improvement: Identify recurring billing issues, workflow gaps, or member pain points and share insights that help improve the billing experience
• This is a remote, full-time role with a Monday–Friday schedule from 10:00 AM to 6:30 PM ET