Customer Billing Advocate

Overview

Rethink Behavioral Health is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform () provides clinical, staff training and practice management tools for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. Therefore, we are looking for the right person to join our billing service team.

Our Billing Services Division specializes in Revenue Cycle Management and Enrollment and Credentialing services. We are growing and are looking for new team members that will offer our clients best in class billing services. We support mission-oriented companies that impact the lives of thousands of individuals with autism and their families. We are excited to offer the opportunity for professional and collaborative individuals to grow and be part of something exciting.

The Customer Billing Advocate is responsible for supporting our billing teams by working with insurance companies to ensure efficient and prompt reimbursement for therapy sessions for our customers and actively pursuing all outstanding A/R for customers supported within the RCM division. This is a client‑facing position that requires a willingness to be a  hands on  as needed while managing multiple accounts.

• Ensure strict HIPAA-compliant confidentiality with all client-related data.
• Serve as a point of contact for all customers within assigned POD structure.
• Prepare and lead customer meetings to review open AR and mitigation plans for denials.
• Be the expert on assigned accounts and act as lead for communication between billing, posting and enrollment & credentialing teams.
• Work closely with Customer Success Team to align on customer needs, priorities & retention strategies.
• Review customer account reports, requests for information from clients and track progress to ensure any concerns and requests for information are being resolved in a timely manner.
• Own all incoming account specific tickets in Sales Force. Work with Customer Success Team, Billing and Posting teams to obtain correct information and resolve outstanding items.
• Monitor and analyze customer account health compared to industry benchmarks and identify actions needed to resolve outstanding issues and/or projects.
• Delegate out work to assigned POD AR Reps to support collections, issues, trends identified by teams during POD huddles.
• Coordinate POD huddles across functional teams to address shared accounts in POD.
• Work closely with the internal Compliance team on accounts identified above benchmarks or at risk.
• Address customer at‑risk plans and ensure proper actions are delegated & resolved by members within the POD.
• Review A/R Aging Reports and follow up on rejections and denials as needed to support POD goals and projects.
• File appeals to insurance and to insurance commissioner as needed.
• Submit corrected claims when needed.
• Research specific payor billing rules as needed.
• Review & interpret payor contracts when applicable.
• Stay informed about Payor and Industry Billing rules.
• Measure and monitor key metrics related to work performance.
• Foster a positive work environment for colleagues.

• HS Diploma or Equivalent.
• ABA billing experience.
• Minimum 2-5 years experience in billing both major commercial insurance companies as well as state Medicaid programs.
• Minimum 2-7 years account management experience.
• Experience using insurance company websites/portals.
• Proficient in using Microsoft Suite (Outlook, Excel, Word).
• Willing to learn, positive attitude and love a good challenge.
• Strong verbal and interpersonal skills.
• Experience working with global employees.
• This role requires exceptional attention to detail, critical thinking and excellent communication with internal teams and insurance companies.

• Speech, OT and Mental Health billing experience.
• Minimum 3-5 years experience working in an office setting.
• Experience using Billing Software, EMR and Clearinghouse systems (Rethink, Azalea, Tebra, Waystar, Trizetto, Availity).

• PTO…