United States onlyTebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.
About the Role
You will play a vital role in providing top-tier service by delivering fast, accurate, and effective solutions to billing company customers. Your ability to understand customer needs and resolve issues efficiently will directly impact customer satisfaction and help meet their objectives. If you’re passionate about problem-solving, delivering exceptional service, and making a difference in a dynamic environment, this role offers the opportunity to contribute meaningfully to both customer success and business growth.
Your Area of Focus
- Provide support across our full customer base via various channels, addressing complex product and technical inquiries with accuracy and efficiency.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Perform thorough root cause analysis for issues, identifying trends and recommending corrective actions.
- Assist users in navigating the software, managing patient accounts, and utilizing features effectively.
- Guide customers on best practices for revenue cycle management, claims submission, payment processing, collections, and denial management within our platform.
- Maintain detailed records of customer interactions, resolutions, and follow-up actions following established procedures.
- Identify, document, and escalate software bugs, system limitations, or recurring issues to product and engineering teams.
- Ensure strict adherence to HIPAA and healthcare data security regulations in all customer interactions and data handling.
- Collaborate effectively with payers (insurance companies), Clearinghouses, and internal teams (e.g., enrollments, product, engineering) to troubleshoot and resolve escalated issues.
- Collaborate with training teams to improve self-help documentation, FAQs, and user guides.
- Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks.
- Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
Your Professional Qualifications
- High school diploma or equivalent required; associate’s degree preferred.
- 1-year minimum experience in customer support, technical support, or billing support, preferably for a billing company, medical office billing team, contact center or healthcare Saas company.
- Experience in Medical Billing or Healthcare industry.
- Understanding of medical billing workflows, insurance claims submissions, and payment processing.
- Familiarity with CPT, ICD-10, HCPCS codes, medical terminology and denial management is a plus.
- Knowledge of CMS forms, payer policies, and the US Payer landscape preferred.
- Experience with EHR/EMR, practice management software, or healthcare revenue cycle management systems preferred.
- Knowledge of HIPPA compliance and data security best practices.
- Ability to navigate and troubleshoot SaaS- based platforms and related integrations.
- Basic coding knowledge related to medical billing and claims processing.
- Understanding of claims submission and payer communications, including EDI enrollment process.
- Analytics skills to diagnose and resolve billing-related issues efficiently.
- Strong interpersonal and communication skills to support healthcare providers and billing teams effectively.
- Experience using CRM platforms such as Salesforce.
- Strong multi-tasking and time management skills.
About Tebra
Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.
Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.
Our Values
Start with the Customer
We get to know our customers - and their patients - and look at the world through their lens.
Keep It Simple
Healthcare is too complex. We aim to simplify it for everyone.
Stay Entrepreneurial
We reject the status quo and solve problems with creativity, perseverance, and a bias to action.
Better Together
We are diverse, humble, and collaborative. We put the team first and win together.
Celebrate Success
Life is short and joy is underrated. We take time to have fun and celebrate success.
Perks & Benefits
In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
In compliance with California's pay transparency laws, the compensation range for this position will be provided and may include an hourly rate, annual salary, or On-Target Earnings (OTE), depending on the nature of the role. The specific compensation structure and detailed range will be discussed with qualified candidates during the initial talent screen.
Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/
If you would like to report a fraudulent Tebra job posting, please contact us at talentacquisition@tebra.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too.
As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.
