RCM Support Specialist

Accountabilities:: Manage incoming revenue cycle management support requests through the designated ticketing system, taking ownership of customer questions and ensuring timely, accurate resolutions. Investigate unpaid accounts receivable, payment discrepancies, billing questions, claim denials, and reimbursement challenges across the entire revenue cycle. Analyze issues spanning eligibility and benefits verification, prior authorizations, claim submission, payer adjudication, payment posting, patient responsibility, denials, appeals, and accounts receivable follow-up. Provide clear, empathetic, and professional written responses that explain issues, communicate findings, recommend solutions, and establish realistic expectations. Act as the primary revenue cycle subject matter expert for Customer Success Managers, providing guidance on general billing practices, internal processes, and specific claim-related situations. Support Customer Success Managers in preparing for and managing escalated customer concerns by providing accurate context, recommended responses, and practical resolution strategies. Respond to broader healthcare and revenue cycle questions from customers and colleagues, translating industry knowledge and payer practices into accessible explanations. Collaborate with internal claims, eligibility, and prior authorization teams to understand operational challenges, identify trends, and ensure effective communication across departments. Translate complex claim and authorization findings into concise, actionable information that Customer Success and other internal teams can use to support customers. Develop expertise in the Candid revenue cycle management platform and help software-only customers maximize its functionality. Assist customers with platform setup and configuration, including rules engines, workflows, and account-level settings. Troubleshoot software functionality questions, configuration challenges, and technical issues while guiding customers on platform features and best practices. Escalate software bugs, configuration requirements, and technical concerns to the appropriate internal teams with clear documentation and supporting context. Identify recurring patterns across support tickets and escalations that may indicate product gaps, configuration improvements, or operational inefficiencies. Communicate actionable product feedback to the Product team, explaining potential improvements, their underlying causes, and their expected impact. Work closely with Customer Success, Implementation, Product, and operational teams to improve the overall customer experience and strengthen revenue cycle performance. Contribute to the development of scalable support processes and best practices as the organization grows. Requirements: Must be based in the United States. Applications from candidates located outside the US will not be considered. Demonstrated experience in behavioral health revenue cycle management or a closely related specialty, such as outpatient psychiatry, therapy practices, substance use treatment, intensive outpatient programs, partial hospitalization programs, neurology, infusion services, or physician-administered drug billing. Deep understanding of the complete US healthcare revenue cycle, including eligibility and benefits verification, prior authorizations, claim submission, payer adjudication, denials and appeals, payment posting, patient responsibility, and accounts receivable follow-up. Hands-on experience working with healthcare claims, with the ability to investigate billing and reimbursement issues and explain their causes and potential resolutions. Strong knowledge of the US healthcare system, payer practices, reimbursement processes, and industry trends, with the ability to communicate complex topics to individuals with limited revenue cycle experience. Proven customer service skills, including the ability to write warm, clear, professional, and solution-oriented responses to customers. Excellent verbal communication skills, with the ability to explain technical and financial issues confidently and concisely to internal stakeholders. Strong investigative and analytical abilities, including experience extracting and interpreting reports, identifying root causes, and analyzing denial and payment trends. Demonstrated ability to quickly learn new revenue cycle management systems, healthcare technologies, and service lines, then independently apply that knowledge to support customers and colleagues. Ability to remain calm, empathetic, and constructive when dealing with frustrated customers or challenging situations. Strong technological aptitude and adaptability, with the confidence to troubleshoot software issues and navigate digital platforms. Comfortable working in a fast-paced startup environment where processes are evolving, priorities may change, and initiative is essential. Excellent organizational skills, attention to detail, and ability to manage multiple support requests while maintaining high standards of accuracy and responsiveness. Collaborative mindset and genuine commitment to improving access to behavioral healthcare and supporting providers who serve patients with complex mental health needs. Nice-to-have qualifications: Experience with revenue cycle management or practice management platforms, such as Apero or similar solutions. Familiarity with configuring rules engines, automated workflows, or billing processes within RCM and practice management systems. Experience with billing for Transcranial Magnetic Stimulation (TMS), Spravato/esketamine, ketamine-related treatments, or other specialized behavioral health services. Previous experience working within or alongside Customer Success, customer support, or implementation teams. Familiarity with ticketing and customer support platforms such as Pylon or Zendesk. Benefits: Annual salary: $63,000–$73,000, depending on professional experience and local cost of labor. Equity package available for eligible employees. Comprehensive healthcare coverage. Dental and vision insurance. Generous paid family leave. Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA). Mental health and wellness benefits. 401(k) retirement savings plan. Flexible paid time off (PTO). Opportunity to work in a growing healthcare technology environment with meaningful opportunities for professional development. Collaborative and inclusive workplace culture that values diversity, different perspectives, and individual contributions. Opportunity to contribute to improving healthcare operations and expanding access to behavioral health services.