Billing Care Coordinator at Tia in Remote

Summary: Tia is on a mission to transform healthcare for women, and they are seeking a Billing Care Coordinator to serve as the primary point of contact for members with complex or urgent billing issues. This role involves managing billing calls, resolving disputes, and collaborating with Revenue Cycle Management to ensure member satisfaction and operational excellence. Responsibilities: - Handle inbound billing calls, escalations, and urgent member requests - Resolve complex cases involving insurance denials, payment discrepancies, and patient billing concerns - Partner with RCM SMEs to research and resolve nuanced cases requiring payer expertise - Coordinate with offshore Billing Coordinators to ensure smooth handoffs between queues and escalations - Deliver compassionate, real-time support to members by phone or chat - Build trust and confidence by providing clear, empathetic, and professional communication - Advocate for members, ensuring timely resolution and transparent follow-up - Represent Tia’s tone and values in every member interaction - Document all calls and cases accurately, following HIPAA and internal compliance standards - Follow escalation protocols and ensure tickets are fully resolved or properly routed - Identify workflow gaps or recurring issues and partner with leadership to drive process improvement - Participate in training, QA reviews, and calibration sessions - Share insights with offshore team and help refine workflows based on call learnings - Support peer onboarding and serve as a subject matter expert for complex billing workflows - Resolves member issues efficiently, empathetically, and accurately - Demonstrates expert knowledge of Tia’s billing policies and systems - Models calm and professionalism in high-stakes or emotional conversations - Contributes to a culture of accountability, collaboration, and service excellence Required Qualifications: - High-Complexity Billing Support: Handle inbound billing calls, escalations, and urgent member requests - Resolve complex cases involving insurance denials, payment discrepancies, and patient billing concerns - Partner with RCM SMEs to research and resolve nuanced cases requiring payer expertise - Coordinate with offshore Billing Coordinators to ensure smooth handoffs between queues and escalations - Deliver compassionate, real-time support to members by phone or chat - Build trust and confidence by providing clear, empathetic, and professional communication - Advocate for members, ensuring timely resolution and transparent follow-up - Represent Tia's tone and values in every member interaction - Document all calls and cases accurately, following HIPAA and internal compliance standards - Follow escalation protocols and ensure tickets are fully resolved or properly routed - Identify workflow gaps or recurring issues and partner with leadership to drive process improvement - Participate in training, QA reviews, and calibration sessions - Share insights with offshore team and help refine workflows based on call learnings - Support peer onboarding and serve as a subject matter expert for complex billing workflows - Resolves member issues efficiently, empathetically, and accurately - Demonstrates expert knowledge of Tia's billing policies and systems - Models calm and professionalism in high-stakes or emotional conversations - Contributes to a culture of accountability, collaboration, and service excellence - ≥85% call answer rate - <24h resolution for escalated billing cases - 95% documentation compliance - ≥85% QA score on calls and escalations Required Skills: Billing Policies, Insurance Denials, Payment Discrepancies, Revenue Cycle Management, HIPAA Compliance