Business Support Representative

Rehab Medical•Indianapolis, IN

About The Position

Rehab Medical is seeking a Business Support Representative to serve as a centralized escalation resource for Sales, Field Operations, and Revenue Cycle teams when standard workflows are disrupted. The role researches and resolves complex issues, provides guidance on payer requirements and company policies, supports process improvements, and delivers service to internal and external customers. Success requires critical thinking, adaptability, communication skills, and the ability to navigate multiple systems and processes.

Requirements

High school diploma or higher.
At least 2 years of health insurance experience.
Strong computer proficiency and ability to learn and navigate multiple software systems, portals, and applications, including Microsoft Outlook and Teams.
Strong critical-thinking and problem-solving skills, including 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 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 and contribute as a collaborative team member.
Customer-service mindset focused on resolution and relationship building.

Nice To Haves

Five or more years of health insurance experience.

Responsibilities

Serve as a central point of contact for escalated issues affecting Sales, Field Operations, and Revenue Cycle teams.
Build and maintain working relationships across departments to support collaboration and issue resolution.
Review and interpret payer policies, documentation requirements, and company procedures to support compliance and appropriate application.
Analyze complex situations and determine appropriate actions 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 with patients, referral sources, payers, and internal stakeholders, including handling difficult or sensitive conversations professionally.
Meet departmental performance expectations for productivity, problem resolution, and communication metrics.
Participate in special projects and perform additional duties as assigned.