Client Resolution & Billing Specialist
Client Resolution & Billing Specialist
Department: Operations
Employment Type: Full Time
Location: Remote
Reporting To: Antonio Woods
Compensation: $21.60 - $26.45 / hour
Description
The Client Resolution & Billing Specialist is a key member of RXNT’s Customer Service team, responsible for supporting clients with day-to-day billing, scheduling, and revenue cycle management (RCM) functions. This role blends strong RCM knowledge with technical proficiency in RXNT’s cloud-based software, ensuring clients receive accurate, timely, and professional support across all communication channels.
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
Our Ideal Candidate:
• 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
Necessary Skills and Qualifications:
• 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
Physical Requirements
• Prolonged periods of sitting and computer use
• Reliable internet connection
• Ability to spend the majority of the workweek on phone calls
Travel Requirements
• Employees may be asked to travel to provide onsite training for clients.
Benefits
RXNT offers employees access to medical insurance, 401K, short and long term disability, as well as the potential to earn quarterly incentives based on the company's performance.
Department: Operations
Employment Type: Full Time
Location: Remote
Reporting To: Antonio Woods
Compensation: $21.60 - $26.45 / hour
Description
The Client Resolution & Billing Specialist is a key member of RXNT’s Customer Service team, responsible for supporting clients with day-to-day billing, scheduling, and revenue cycle management (RCM) functions. This role blends strong RCM knowledge with technical proficiency in RXNT’s cloud-based software, ensuring clients receive accurate, timely, and professional support across all communication channels.
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
Our Ideal Candidate:
• 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
Necessary Skills and Qualifications:
• 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
Physical Requirements
• Prolonged periods of sitting and computer use
• Reliable internet connection
• Ability to spend the majority of the workweek on phone calls
Travel Requirements
• Employees may be asked to travel to provide onsite training for clients.
Benefits
RXNT offers employees access to medical insurance, 401K, short and long term disability, as well as the potential to earn quarterly incentives based on the company's performance.