Business Support Representative

Rehab Medical•Indianapolis, IN

5d•Onsite

About The Position

Jumpstart your career at Rehab Medical, one of the nation’s leading providers of custom advanced medical equipment and a winner of multiple awards! Headquartered in Indianapolis, Rehab Medical is looking for driven, positive individuals who are ready to grow with us. Join our team and become part of a company that values your impact and development as much as the lives we improve every day. As we continue to expand our reach, we’re looking to add individuals embodying our core values, making a positive impact on the lives of others, and driving continuous personal and professional growth to our dynamic Rehab Medical team. Whether you’re supporting patients, working with teammates, or building your career, every day brings an opportunity to make a meaningful impact. The Position : We are looking for a Business Support Representative to join our growing team! Overview: The Business Support Specialist serves as a centralized escalation resource for Sales, Field Operations, and Revenue Cycle teams when standard workflows are disrupted. This role is responsible for researching and resolving complex issues, providing guidance on payer requirements and policies, supporting process improvements, and ensuring exceptional service to both internal and external customers. Success in this role requires strong critical thinking, adaptability, communication skills, and the ability to navigate multiple systems and processes effectively.

Requirements

High school diploma, or higher
Must have health insurance experience
Strong computer proficiency with the ability to quickly learn and navigate multiple software systems, portals, and applications, including Microsoft Outlook and Teams.
Excellent critical thinking and problem-solving skills with the ability to analyze information, interpret requirements, and make sound decisions.
High attention to detail and accuracy.
Strong verbal and written communication skills.
Ability to effectively manage phone conversations, including difficult or complex discussions.
Adaptability and flexibility in a fast-paced environment with changing processes and responsibilities.
Strong organizational and time management skills.
Ability to work independently while also contributing as a collaborative team member.
Customer-service mindset with a focus on resolution and relationship building.

Nice To Haves

Preferred 5+ years of health insurance experience

Responsibilities

Serve as a central point of contact for escalated issues impacting Sales, Field Operations, and Revenue Cycle teams.
Build and maintain strong working relationships across departments to facilitate collaboration and issue resolution.
Review and interpret payer policies, documentation requirements, and company procedures to ensure compliance and appropriate application.
Analyze complex situations and determine the best course of action to resolve workflow interruptions.
Address issues requiring payer escalation, manual intervention, or specialized guidance.
Provide support and education on complicated orders, policies, procedures, and workflow requirements.
Identify process gaps and collaborate with leadership to improve and align processes across departments.
Ensure policies, procedures, and process documentation are updated as needed.
Communicate effectively with patients, referral sources, payers, and internal stakeholders, including handling difficult or sensitive conversations professionally.
Meet departmental performance expectations, including productivity, problem resolution, and communication metrics.
Participate in special projects and perform additional duties as assigned.