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Provider and Client Outreach Lead

Grow Therapy

Customer Service & Support

IT & Telecoms GHS Confidential
1 month ago

Job Summary

We’re looking for a compassionate people manager and customer support professional who will help to build a best-in-class support experience for our providers (therapists and other mental healthcare professionals operating private practices) and their clients (people receiving therapy). You’ll help build, grow, and refine how Grow provides support around medical billing-related issues. This involves explaining how Insurance, Copays, and Deductibles work, setting up policies that benefit both our Provider and Client experiences, and collaborating with our Engineering and Billing Support teams to ensure we’re following industry best practices and providing our stakeholders with top-notch support.

  • Minimum Qualification : Degree
  • Experience Level : Mid level
  • Experience Length : 4 years

Job Description/Requirements

In this role, you will:

  • Lead a team of provider & client outreach specialists who respond quickly and accurately to questions via chat and email
  • You’ll help build, grow, and refine how Grow provides support around Billing-related issues. This involves explaining how Insurance, Copays and Deductibles works, setting up policies that benefit both our Provider and Client experiences, and collaborating with our Credentialing and Collections teams to ensure we’re following industry best practices and HIPAA compliance.
  • Act as a key contributor towards large-scale outreach projects which are critical towards stakeholder satisfaction and organizational growth
  • Be a critical part of our Insurance Operations Department, working to improve our key metrics and grow our PCO Team’s capacity over time


You’ll Be a Good Fit If:

  • You have at least 4 years of experience specifically in customer service/support in a healthcare organization. We’d also strongly prefer some experience with responding to customers via Chat.
  • You have 2 - 4 years of experience managing a team of 5-10 people to achieve specific and measurable goals. Experience managing growing teams is a plus
  • You have experience with insurance benefits and being able to explain complex medical insurance concepts to customers and providers, such as how copays, coinsurance, and deductibles work
  • You have a basic understanding of how to verify and check benefits across a variety of platforms, such as Claim MD or Availity (with medical coding/billing experience a plus!)
  • You are comfortable with numbers. You’ve built metrics around time to respond / time to resolution and use that data to drive decisions.
  • You have strong communication skills and can quickly and succinctly present your ideas to company executives.
  • You have a bias for action and care about delivering results and meeting deadlines.

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