Billing Support Specialist

As a Billing Support Specialist at Tebra, your primary responsibilities include providing billing support to healthcare providers via multiple communication channels, resolving billing-related technical issues, assisting users with our software, and utilizing Salesforce to manage customer support cases. You will also identify and document software bugs and guide customers on best practices for revenue cycle management.

To qualify as a Billing Support Specialist at Tebra, candidates should have a high school diploma, with an associate’s degree being preferred. A minimum of 12 months of experience in customer support or billing support, especially within the healthcare industry, is necessary. Familiarity with medical billing codes and software is a plus, along with knowledge of HIPAA compliance and strong communication skills.

Tebra assures compliance for Billing Support Specialists by adhering to HIPAA regulations when managing sensitive information and implementing best practices for data security. Training and close collaboration with compliance teams help reinforce these essential guidelines to ensure customer and patient safety.

Billing Support Specialists at Tebra typically use Salesforce for tracking customer support cases, alongside other SaaS-based platforms for billing management. They are also expected to navigate Electronic Health Record (EHR) systems, practice management tools, and various healthcare revenue cycle management software efficiently.

At Tebra, a Billing Support Specialist is expected to meet or exceed customer satisfaction, response time, and issue resolution targets. Successfully handling a high volume of inquiries with accurate and timely responses directly contributes to improving customer experiences and achieving company growth.

When answering this question, be specific about your previous roles in medical billing or customer support. Highlight any tools you used, like EHR or billing software, and include examples of how you've resolved billing issues or improved processes.

A strong response includes discussing your time management techniques, such as using task lists or prioritizing based on urgency. Mention your ability to stay organized under pressure and ensure that all customer inquiries are addressed promptly.

Discuss empathetic communication and active listening as your primary strategies. Provide an example of a past experience demonstrating how you de-escalated a situation effectively to leave the customer feeling valued and heard.

Your response should include the importance of protecting patient information and maintaining privacy. Illustrate how you ensure compliance in your work and mention any relevant training you've undergone regarding HIPAA guidelines.

Emphasize the importance of continuous learning in the healthcare field. You might mention subscribing to industry newsletters, attending webinars, or participating in relevant training sessions to keep your knowledge current.

Detail your experience using CRM systems like Salesforce, focusing on how you've utilized these tools for logging support cases, tracking customer interactions, and generating reports to improve service quality.

Outline the steps you would take to guide the user through troubleshooting. This may include asking clarifying questions, providing step-by-step instructions, and ensuring they understand the claims process and required documentation.

Discuss the importance of empathy, clear communication, and efficiency. Illustrate how you would ensure every customer feels supported by resolving their inquiries in a timely manner while maintaining a positive attitude.

Share your belief in the value of feedback for personal and professional growth. Provide examples of how you've used feedback in the past to improve your performance or adapt to new challenges.

Your answer should reflect your passion for healthcare and wish to contribute to a company that values customer success. Mention Tebra's values, your alignment with their mission, and your eagerness to be part of a team making a difference.