OVERVIEW
reflect (www.joinreflect.com) is an early-stage startup on a mission to make mental health more accessible and effective.
We believe everyone can benefit from talking to someone. Finding the right therapist shouldn’t be so hard. We’ve made it easier thanks to a unique algorithm-based matching process that allows our members to try several matches for free. 80% of those who use reflect find someone they like. And once they do, reflect supports our members with scheduling, billing, and other tools to make the experience of therapy easier and more effective.
Since our launch in 2016, we’ve quickly grown to be the largest self-pay network of top therapists in California, facilitating over 40,000 therapy sessions to date! With a waitlist in 10+ markets, we know this is only the beginning, and we are excited to launch in more markets soon! We’re driven to continue helping others live happier and more resilient lives — and we’re looking for the right team to join us on this journey to change the world.
Let’s connect if you’re passionate about achieving this lofty goal and working together to make a difference in the lives of millions.
reflect completed the 500 Startups Seed Accelerator Program in June 2018. #500STRONG
HIGH-LEVEL ROLE
As a billing specialist with reflect, you will join a fast-paced team and immediately have an impact improving the lives of those we serve. This role will be critical to achieving our mission of making mental health more accessible by addressing one of the critical points of frustration for clients: billing!
This role will support a variety of functions:
- Member billing and collections -- oversee all cash-pay billing and follow-up with members as needed to settle outstanding balance to maintain our top-tier payments rate (99.7%)
- Out-of-network reimbursements and alternative-billing -- optimize our internal process to facilitate HSA/FSA and out-of-network reimbursements to help members navigate their benefits to receive maximum reimbursements
- Therapist payments -- process our payments to our therapist partners on a bi-weekly basis, utilizing and auditing our automated internal systems
SPECIFIC RESPONSIBILITIES
- Oversee all billing and collections practices and efforts to maintain billing metrics of the company and create a best-in-class experience for our members and therapists
- Maintain and improve upon our 99.7% collections rate
- Monitor billing system to ensure compliance and follow-up on any outstanding collections issues. Review and approve refunds as needed
- Address and resolve customer support tickets related to billing to ensure timely and accurate closure, using FreshDesk
- Work with therapists and members to facilitate out-of-network reimbursement, including superbills. Identify opportunities to optimize our current processes that can help members navigate and maximize their benefits
- Serve as internal expert on issues related to medical billing and claims
- Maintain and update customer-facing billing policies as needed
- Resolve any member or therapist disputes in a timely manner
- Report on revenue metrics monthly (or as needed) to the leadership team
- Document and improve billing and collections standard operating procedures
SKILLS
The ideal candidate is:
- Customer-centric: the patient/client/member/therapist always comes first and you will make the first and last impression on them
- Self-motivated: able to proactively create structure within a fast-paced, fluid environment and juggle many different priorities and projects
- Problem-solver: embrace the ambiguous nature of startups. Do not shy away from challenges but instead is motivated by them! Enjoys tackling complex business challenges with an analytical mindset
- Detail-oriented: extremely organized, detail-oriented, and analytical, particularly around documentation of business process. People count on you to ensure all the details are done correctly the first time around
- Team player: you will be an integral part of a clinical team
Other skills to be successful in this role:
- Expertise with medical billing, especially around cash-pay and out-of-network billing (generating super bills and filing out-of-network claims)
- Able to communicate professionally and succinctly (strong grammar skills)
- Motivated by impact and purpose and have strong interest in mental health, digital health, and/or startups
- Proficiency with Word, Excel, PowerPoint or the Google Suite equivalent apps, Quickbooks, Stripe
This role offers ample opportunity to grow and learn from others.
QUALIFICATIONS
- 5+ years of experience in a medical billing and collections environment, including in-network and out-of-network insurance billing
- 3+ years of customer service/support experience, including direct interactions (written and verbal)
- Knowledge of CPT and other healthcare billing codes
- Well-versed in Microsoft XLS and Google Sheets
- Outgoing personality and professional attitude
- Have a can-do mentality and strong attention to detail
- Bachelor’s degree in finance, accounting, or related field (preferred but not required)
- Thorough understanding of governmental billing regulations (Medicare/Medicaid/Tri-care) (preferred)
- Prior experience with behavioral health-related billing (preferred)
Note: this is a contract role with potential for growth as a full-time hire.
Please contact hiring@joinreflect.com if you’re interested in learning more. Thanks!
