Billing Specialist

SoftWave TRT•Alpharetta, GA

About The Position

The Billing Specialist ensures timely and accurate billing for customer refurbishments, repairs, and other billable activity in support of SoftWave TRT’s revenue. The role maintains and improves a structured billing process, resolves billing discrepancies, and coordinates with the Service Center and other internal contacts to uphold best practices. The specialist is expected to communicate professionally and provide service-oriented support throughout the billing process. SoftWave TRT is a medical device company whose FDA-cleared shockwave therapy devices are used by healthcare providers nationwide.

Requirements

High school diploma required.
At least 3 years of billing or related experience.
Understanding of best practices related to billing processes, billing cycles, and revenue cycle.
Proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
Experience with CRM, ERP, or other accounting systems.
Strong verbal and written communication skills, including the ability to resolve customer disputes professionally.
High accuracy in invoicing, documentation, and account reconciliation, including maintaining audit-ready records.
Strong analytical, problem-solving, time-management, and prioritization skills in a fast-paced environment with competing deadlines.

Nice To Haves

Bachelor’s degree.
Experience with NetSuite and Sage, the company’s current systems.
Experience working across departments such as Sales, Customer Service, Training, and Service to resolve billing issues and disputes.
Knowledge of root cause analysis for recurring billing issues.
Conflict de-escalation and relationship-building skills.
Ability to interpret payment trends and customer behavior.
Experience improving or following SOPs and escalation paths.
Experience in a medical device, healthcare, or service/repair billing environment.
Experience in compliance-driven or audit-heavy environments.

Responsibilities

Prepare and issue accurate, timely invoices for repairs, refurbishments, and other billable activity using work orders and information from the Service Center and Sales team.
Confirm billable status before invoicing, including warranty or service-agreement coverage, approved quotes, and required purchase order numbers.
Deliver invoices to the correct customer contacts and confirm receipt.
Maintain complete supporting documentation for every invoice.
Monitor customer accounts for missing or incorrect billing contacts, addresses, tax status, and purchase order requirements, and update records as needed.
Flag discrepancies, missing payments, and invoice errors, and work with internal teams to correct them.
Promptly escalate account or customer issues to management.
Investigate customer questions and disputes about invoices, balances, or payment expectations and drive them to resolution.
Reconcile customer accounts to identify and correct billing or data discrepancies.
Record customer interactions, commitments, and outcomes according to company standards.
Partner with Sales, Customer Service, Collections, Training, and the Service Department to resolve issues while communicating professionally with customers.
Maintain complete, audit-ready documentation of billing activities.
Provide billing status updates, summaries, and reports to leadership, such as unbilled work, open disputes, and invoice turnaround time.
Identify workflow gaps and recurring billing errors, determine root causes, and recommend improvements.
Help develop and maintain SOPs, invoice templates, and customer communication standards.
Partner with internal teams to streamline processes and strengthen cross-functional alignment.
Perform other duties as assigned.