Member Support Specialist

Imagine360

20h • Remote

About The Position

Imagine360 is seeking a Billing Support Specialist to join the team! The Billing Support Specialist (BSS) provides specialized support and education to members of terminated accounts while fulfilling the mission of Imagine360. The BSS guides and supports the member through the balance bill defense process while working closely with our legal team and external stakeholders to facilitate timely issue resolution and ensure a positive member experience. This position is 100% remote.

Requirements

• High school diploma or GED.
• Some College
• 1+ years of related member support experience;
• Proficiency in Microsoft Outlook, Microsoft Word, Excel and internet navigation
• Excellent written and verbal communication skills
• Advanced problem resolution skills
• Ability to make independent decisions and apply critical thinking

Nice To Haves

• Experience in billing, insurance, healthcare or legal environments a plus

Responsibilities

• Manage assigned member caseload via proactive advocacy model with a focus on elevating the member experience and promoting engagement.
• The MSS provides specialized focus on members/employees of terminated clients for run-out balance billing.
• Apply independent critical thinking and acumen to assist members with their balance bill issues and inquiries with a focus on influencing a positive member experience
• Coordinate elevated internal and external member issue resolution with confidence and a sense of urgency. Act as point person for member inquiries, issues and concerns. Direct, quarterback and ensure timely issue resolution and remediation.
• Facilitate, influence and coordinate communication with members, clients, medical providers, in-house and external legal representation.
• Analyze billing activity and associated financial impacts to make strategic recommendations for balance bill settlement.
• Establish and build a strong rapport with members and internal counterparts.
• Track status and resolution of member inquiries and issues.
• Maintain accurate and complete documentation and follow-up diaries during all stages of the process.
• Collaborate with other internal stakeholders to address service issues and process/systemic enhancement opportunities.
• Apply strong knowledge of HIPAA regulations.

Benefits

• Multiple Health plan options
• Company paid employee premiums for disability and life insurance
• Parental Leave Policy
• 20 days PTO to start
• 10 Paid Holidays
• Tuition reimbursement
• 401k Company contribution
• Company paid Short & Long term Disability plus Life Insurance
• Professional development initiatives / continuous learning opportunities
• Opportunities to participate in and support the company's diversity and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED