Client Resolution & Billing Specialist

Description

Key Responsibilities

• Serve as the first line of support for billing and RCM inquiries within RXNT’s Practice Management software.
• Investigate and resolve claim submission errors, clearinghouse rejections, and ERA posting discrepancies using integrated clearinghouse tools.
• Research payer enrollment, eligibility, and setup configurations in the RXNT platform and connected vendor systems.
• Educate clients on best practices, product workflows, and reporting features to optimize their use of RXNT’s software.
• Identify and document potential product defects or enhancement opportunities and route findings to Tier 3 Technical Support.
• Collaborate across Customer Service, Product, and Engineering teams to drive accurate claim routing and timely issue resolution.
• Maintain detailed ticket documentation in Zendesk, including internal notes, tags, and resolution steps for product analytics.
• Escalate complex or time-sensitive RCM issues to senior staff while maintaining ownership until resolved.
• Participate in team meetings, training sessions, and process improvement efforts to enhance the customer experience.
• Lead customer-facing product training and product release Q&A sessions upon request. 
• Other duties as assigned

Skills Knowledge and Expertise

• Understands the importance of our work and shows empathy towards the customers and patients we support
• Actively seeks to gain new skills in both technical and domain areas
• Works well under pressure and is able to manage several tasks simultaneously
• Works effectively in a team setting and independently 
• Previous software support and/or training experience is a plus
• Experience with various medical software platforms is a plus
• Medical billing and coding certification is a plus

• 3+ years of experience in medical billing, RCM, or payer follow-up.
• Strong understanding of the claim lifecycle (submission, rejection, adjudication, and posting).
• Familiarity with CPT, ICD-10, and modifier usage in billing workflows.
• Experience supporting or using SaaS/EMR/RCM platforms such as RXNT.
• Experience with Zendesk or similar CRM/ticketing platforms (Freshdesk, Salesforce Service Cloud, etc.).
• Excellent written and verbal communication with a professional, customer-first approach.
• Ability to manage multiple communication channels (chat, email, and phone) effectively.
• Proficiency with Google Suite and comfort working in a fast-paced, remote technical support environment.
• Associate’s degree or higher preferred

• Prolonged periods of sitting and computer use
• Reliable internet connection
• Ability to spend the majority of the workweek on phone calls

• Employees may be asked to travel to provide onsite training for clients.
  
  

Benefits