<p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif; font-size: 12pt;">At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!<br></span></p> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are looking for an experienced<span style="color: #e03e2d;"><span style="color: rgb(0, 0, 0);"> Billing and Claims Support Representatitve</span> </span>to join our Customer Support<span style="color: #e03e2d;"> </span>team. This role would be responsible for educating</span><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"> clients on our billing and claims procedures, swiftly addressing escalated inquiries with empathy and accuracy. <span style="font-weight: 400;">We are looking for someone who has experience providing</span> white-glove service to our clients, ensuring they feel cared for and supported in every interaction. You'll also contribute to process improvement initiatives, recommending updates to knowledge materials and suggesting improvements to support processes, all aimed at enhancing productivity and client satisfaction. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em><span style="font-weight: 400;">This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.</span></em></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What You’ll Do</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong><em>Client Experience</em></strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Use internal knowledge materials + resources to educate Talkspace clients on our billing and claims procedures, and quickly and accurately respond to escalated service-related billing inquiries from existing members, including but not limited to questions related to enrollment errors, refund requests, claims adjustments, superbill requests, etc. </span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace, ie.</span> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Charge disputes</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Medical records request for billing records</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Billing affidavits (written and verbal)</span></li> </ul> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Draft and provide superbills to clients when requested, as needed.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Serve as company claims SME and collaborate with internal stakeholders on billing and claims-related ad hoc projects, as assigned.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work closely with our Client Support team, providing status updates on known payer issues and assisting with client escalations, as needed. </span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide white glove service to all our members, infusing empathy and kindness in all replies, and following up with clients when necessary to ensure resolution.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Keep up with business updates to ensure the assistance provide