Customer Service Representative - Billing Specialist (Remote)

About Healthy Gamer

If you grew up on the Internet like us, you know mental health is more important than ever. But many people face obstacles when seeking traditional mental health care, like finding the right support or having the right insurance.

At Healthy Gamer, we think modern mental health care should be inclusive and affordable. Our coaching service has helped over 14,000 people across 119 countries since it launched in November 2019. Our movement is gaining traction, putting us in the top 0.1% of Twitch streamers and the top 1% of YouTube channels. And we're working on even more resources to help people find a way forward when they need it.

We've made an impact in the gaming community, but that's not where our mission ends. We want to change how people think about and deal with mental health, and we're looking for passionate people to help us get there.

What you'll do

As a Customer Service Representative - Billing Specialist, you'll energetically support our valued clients by responding to inquiries via email, chat, and online platforms. You'll skillfully resolve concerns, maintain detailed client records, and leverage your enthusiastic knowledge of our services to deliver accurate, empathetic support that creates positive customer experiences with a focus on billing.

Responsibilities

• Interact with customers via email, online chat, or other electronic means to provide support and information on an assigned product or service.
• Answer customer inquiries and resolve billing problems and concerns, taking appropriate action to bring issues to closure.
• Maintain customer accounts and records of interactions, including inquiries, complaints, and comments.
• Resolve assigned billing tasks efficiently so General CSRs can complete tickets within reasonable timelines.
• Maintain and manage collections records and activities for delinquent accounts.
• Use knowledge of HG-specific products, services, or other assigned areas of expertise to answer inquiries or route them to the appropriate teams.
• Partner with the Customer Service Manager to resolve disputed payments, uphold billing standards and policies, and evaluate or update those policies as needed.
• Identify and implement process improvements, contributing to a culture of continuous improvement within the team.
• Act as a resource to peers by sharing best practices, offering guidance, and supporting the onboarding and training of new team members.
• Other duties as assigned.

Who you are

• Minimum 1-2 years of financial or billing experience in a service industry; experience in a client facing environment a plus
• Minimum 1-2 years of client service experience in a service industry; experience in a healthcare service setting a plus
• Service-oriented and ability to work with customer grievances
• Understanding of basic accounting and billing principles
• Excellent written, verbal, and interpersonal communication, including active listening
• Excellent interpersonal and customer service skills
• Keen attention to detail and advanced organizational skills
• Knowledge of—or ability to learn—the relevant product or service area
• Proficient with relevant tools (Google Workspace, Excel, Slack, Discord, Stripe, HubSpot, etc.) and able to learn new software quickly
• Strong cross-functional collaboration and organizational skills
• Thrives in a fast-paced, autonomous, remote environment while staying on top of workload
• Experience and/or interest in mental health services a plus

Preferred Experience

• Collections and Delinquent account management
• Experience and Proficiency in Stripe's payment processing platform and Hubspot's CRM Platform
• Experience in startup or growth environments, scaling support, improving systems, and taking initiative to solve problems
• Familiarity with insurance billing, claims processes, and communicating with payers

Schedule

• Part-time position (up to 25 hours weekly)
• Flexible hours
• Flexibility to adjust from part-time to full-time in the future, based on business needs.
• *Training Schedule:
• Will be within normal business hours, approximately one week, M-F for 3-4 hours a day (~10am-2pm CST)

Be sure to include in your cover letter a few words about why Healthy Gamer is interesting to you!