Billing Operations Specialist (PST)

About the Company:

This role is ideal for individuals who are passionate about customer service, excel at problem-solving, and thrive in the dynamic environment of a startup. As a key member of our Revenue Cycle team, the Billing Specialist will serve as the primary point of contact for our clients across the nation, managing a moderately high volume of billing-related inquiries. To support our clients in various time zones. The Billing Specialist will report directly to the Revenue Cycle Manager.

Available to work the following schedule (hours/days):

• Monday to Friday: 9am to 6pm PST (1 hour lunch)
• Occasional weekend coverage 

Duties/Responsibilities: 

• Organizes and conveys information clearly and concisely through timely, warm, and precise communication with clients, clinicians, and other Octave employees.
• Efficiently works across various platforms to perform eligibility checks, generate invoices/super bills, process and post payments daily, submit insurance claims, and respond to clients’ billing inquiries.
• Efficiently utilizes multiple software systems to perform eligibility checks, generate superbills, process and post payments, submit insurance claims, respond to patient billing inquiries, and alert management of potential concerns.
• Adheres to standard operating procedures to guarantee information is complete, accurate, clear, and concise.
• Performs follow-up actions to ensure work quality, task completion, and alignment with individual and department goals
• Communicates effectively with health plans to obtain necessary information and resolve issues.
• Handles incoming client inquiries efficiently, ensuring timely responses and applying specialized knowledge for successful resolution.
• Manage patient statement processing and accurately and promptly post payments, ensuring account reconciliation and discrepancy resolution.
• Actively seeks innovative ways to streamline processes and enhance efficiency as Octave grows.
• Leverage AI tools as a core part of daily work (drafting, research, iteration) to improve efficiency, quality, and decision-making.

Required Skills:

• Demonstrated expertise in customer service, emphasizing the importance of delivering exceptional customer experiences and managing effective interactions. 
• Adept at managing client phone calls related to billing and explanations of benefits.
• Ability to clearly explain billing, insurance, and account questions in a professional and empathetic manner
• Proficient in written communication, live chat, and phone support.
• Exceptional attention to detail.
• Superior written and verbal communication skills.
• High proficiency in multitasking across various systems.
• Willingness to undertake tasks beyond the defined role, demonstrating eagerness to learn and grow.
• Ability to handle delicate or sensitive situations with discretion and care.
• Strong passion for mental health and wellness.
• Comfort using AI tools in day-to-day workflows, with a willingness to continuously rethink and improve how work gets done.
• Curiosity and openness to experimenting with new tools and approaches; prior experience with AI tools is a plus.

Education and Experience:

• Minimum 2 year experience working in healthcare administration (e.g. front office, insurance or patient billing, medical claims & coding, insurance verification,  in-network and out-of-network payers, etc.).
• Experience with patient-facing communication tools such as Zendesk, live phone support, or chat platforms.
• Google Suite & Apple MacBook experience preferred.

Octave's Company Values:

The below values drive our day-to-day operations.

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don’t operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet. 
• Must be able to observe and communicate information on company provided laptop. 
• Move up to 10 pounds on occasion. 
• Must be eligible to work in the United States without sponsorship now or in the future.

Compensation:

Octave is committed to pay equity. To maintain our commitment to pay equity, Octave will follow Pay Transparency regulations on all open job postings. Current Pay Transparency laws require companies to include a position's salary or hourly wage range (not including bonuses or equity-based compensation) in any internal or external job posting. This requirement extends to job postings published by a third party at an employer's request.

Octave will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Octave’s legal duty to furnish information.

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future. 

The salary range for zone 1 (all states, excluding those in zone 2 or zone 3, and D.C.) is $23.51 - $25.00 per hour.

The salary range for zone 2 (CO, HI, MD, RI) is $25.87 - $26.00 per hour.

The salary range for zone 3 (AK, CA, CT, MA, NJ, NY, WA) is $27.00 per hour.

Additionally, this position is eligible for the following benefits: company sponsored life insurance, disability and AD&D plans. Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care and commuter/parking options are also available. Octave offers generous Paid Time Off as well as paid parental leave benefits. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.