Insurance Specialist

Description:

Full Job Description

About Us
At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.
The Role
We're looking for a friendly, eager-to-learn Insurance Specialist to join our Customer Success team.
SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.
In this role, you'll use your passion for collaboration and technology to provide our customers with a world-class experience. This role will give you the opportunity to provide tangible value and support to our growing community.
This is a full-time hourly (non-exempt) position, with overtime available during peak seasons. We're looking for individuals that can also offer non-traditional business hours availability, including weekends and evening hours, to help us manage our response time goals throughout the entire week.
Responsibilities

• Address inbound customer questions about our company, platform, and insurance billing features

• Answer all inbound support emails related to insurance billing within 60 minutes or less, continually striving for faster response time
• Triage incoming customer support emails to specialized CS team members as needed
• Schedule live customer screen-sharing sessions and phone calls as needed
• Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
• Identify patterns in incoming support emails and keep an eye out for potential issues
• Escalate product issues to our Technical Support Specialists
• Increase our customers' product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos as needed
• Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

• Contribute to achieving ambitious revenue goals

• Implement strategies to directly impact trial-to-paid conversions, customer retention, and insurance-generated revenue
• Identify and maximize opportunities for potential upsales and paid add-on feature adoption
• Help identify potential product enhancements, including for insurance billing features and integrations

• Serve as a liaison between our customers and insurance clearinghouse for complex insurance inquiries

• Open internal investigations with our clearinghouse to address customers' complex insurance claims, payment reports, and enrollments issues
• Synthesize information from the customer, SimplePractice, and our clearinghouse to make knowledgeable recommendations towards full resolution
• Hold our clearinghouse accountable to agreed upon SLA and to providing weekly updates for ongoing inquiries
• Escalate clearinghouse issues to our clearinghouse's engineers
• Collaborate with other internal CS stakeholders to continuously enhance our workflows with respect to insurance billing
• Identify and report knowledge gaps and work to get them added to our knowledge systems