Client Service Representative- Medical Billing

Join a team that’s transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time. 

Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice.

As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings.

Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all.

This role reports in the VP of Revenue Cycle Management. The Client Service Representative manages client communication and billing in healthcare. Responsibilities include handling inquiries via phone, texts, and emails, responding to clinician inquiries, overseeing EHR tasks, and coordinating with the billing team. Tasks involve resolving accounts, verifying insurance, managing charges and payments, and following up on claims. Staying updated on insurance trends, reporting issues to management, and participating in billing projects are key. Strong communication, attention to detail, proficiency in billing software and EHR systems, and knowledge of insurance processes are vital for success.  

• Deliver Excellent Service:We’redetermined to deliver world-class care to our clients. We build long-lasting relationships because we’re intentional about the details of our delivery and quality of care. 
• Make Mental HealthMore Accessible:Accessing mental health treatment shouldn’t be as hard as it is. We remove the barriers and simplify the process because it means our clients get the help they need, when they need it. 
• Intentionally Listen:Communicate with empathy. We value deep understandings that create a healthy environment of collaboration, feedback and support. 
• Learn and Grow: Every day is an opportunity to do better. We want to learn and grow. Our curiosity fuels our desire to improve our practice and process. As we learn and grow, we can help more people – which is what we’re all about. 
• Communal Care: We help each other be the best by creating a culture of empathy, respect, growth and balance. 

• Roles and Responsibilities   
• Answer Client Phone lines and SMS/texts on Five9 portal.  
• Manages Billing Emails and responds or distributes emails accordingly.   
• Responds to Clinician inquiries via emails, phones and EHR tasks.  
• Manages EHR tasks to Billing Team.  
• Resolution of client accounts.  
• Interact and provide eligibility and benefits to office staff, providers, and clients as requested.  
• Coordinate account status with providers, staff, patient account representatives and management as needed.   
• Verify eligibility for insurance and/or coverage changes for established clients.  
• Posts CPT Testing and Paperwork charges.  
• Research of insurance updates and changes.  
• Review aged receivables by insurance or provider or days, follow-up on outstanding claims up to and including appeals.  
• Provide account status with providers, staff, clients, and management as  needed.  
• Review and edit client account information as needed.  
• Processes and Posts patient payments on balances due.  
• Correct data entry errors and reprocess claims for payment.  
• Correct Charge Entry error and resubmit corrected claims.  
• Identify accounts that require further collection efforts up to and including referral to collection agency.  
• Process written and verbal correspondence as related to collection efforts.  
• Initiate Client Payment Plans.  
• Post Adjustments to accounts accordingly.  
• Reports to Billing Managers on new insurance trends and new insurance carve-outs.   
• Reports to Billing Managers any insurance issues in efforts to improve quality.  
• Provide input to management and/or department meetings of ideas/suggestions that would enhance department productivity.  
• Participates in Billing Projects as assigned.  
• Perform other duties as may be assigned.  

• Possess a High School Diploma or GED/High School Equivalency.  
• Two years of previous experience in a medical/mental health billing office.  
• Knowledge of contract requirements, eligibility, and benefit information.  
• Knowledge of Medical Billing processes and procedures.  
• Experience with Excel, Word, and other computer programs, including but not limited to NextGen.  
• Ability to read, interpret and compile procedures and information related to job duties and responsibilities.  

• W2 role with competitive hourly rate and an additional incentive-based pay structure
• Medical, Dental and Vision on the first of the month after employment
• Paid Vacation, Sick, and Holiday time
• Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. 
• 401(k) plan with company contribution
• Opportunity to work in a cutting-edge healthcare technology environment
• Professional development opportunities and training
• Collaborative and supportive work culture
• Impactful role contributing to the enhancement of patient care and healthcare processes

Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others!

Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace.

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