Revenue Cycle Support Specialist

Position Overview

• Location Type: Remote-first
• Job Type: Full-Time
• Salary:
  • Zone A: $15.46 - $20.10 + equity + benefits
  • Zone B: $17.01 - $22.11 + equity + benefits
  • Zone C: $18.55 - $24.12 + equity + benefits
  • Zone D: $20.10 - $26.13 + equity + benefits

The Revenue Cycle Support Specialist provides “Best in Class” support for Included Health's Clinicians so they can focus on providing the highest level of care for our member population. This role serves in the Clinician Support pillar of the Care and Clinical Technology division within our CIO organization. Your primary responsibilities will involve communicating effectively and providing clinical application support for Included Health clinicians.

Responsibilities

• Respond to call queue support needs for clinicians regarding scheduling, athenaOne EMR application support, prescriptions, and other healthcare coordination needs.
• Provide essential, advanced application support of the athenaOne EHR and other clinical applications for business departments and end users.
• Serve as a cross-functional agent with the ability to support athenaOne build and maintenance efforts.
• Follow service level agreements (SLAs) with internal business partners and third parties.
• Use established protocols to identify and escalate priority issues that need immediate attention.
• Provide tier 1 technical troubleshooting to clinicians.
• Collaborate with IT partners to coordinate new releases and any resolution efforts across the Level 1 and Level 2 teams.
• Provide and maintain support documentation for knowledge base updates to be used by Level 1 and Level 2 teams.
• Help monitor events (downtime, warnings, and exceptions) and establish communication protocols with IH clinical stakeholders.

Qualifications

• Bachelor's Degree or equivalent experience in a Healthcare IT support setting.
• Proven experience using EHR/practice management tools such as AthenaOne.
• 3-5 years of call center experience related to clinician support.
• Experience with Jira, ServiceNow, or other service desk ticketing applications.
• Exceptional customer service skills.
• Knowledge of Healthcare and medical terminology.
• HIPAA certified.

Physical/Cognitive Requirements

• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer, and other office-related equipment.

Company Information & Benefits

Included Health offers a comprehensive compensation package, which may include:

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption, or pregnancies.
• Work-From-Home reimbursement to support team collaboration.

Note on Compensation: Starting base salary will depend on job-related factors such as education, training, skills, years and depth of experience, certifications, licensure, organizational needs, internal peer equity, and geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions. Your Recruiter can share your geographic zone upon inquiry.