Technical Support Specialist - Billing SME

Elation Health, Inc.; Calgary; On-site; CAD 60,000 - 75,000; Full time

Job summary

Elation Health, Inc. is seeking an experienced Support Subject Matter Expert in Elation Billing to work on live cases in the support queue.

You will apply practitioner-level RCM judgment to CPT/ICD‑10 coding, payer adjudication, and denial patterns, shaping product feedback and knowledge resources. Work directly with our support team to diagnose issues as product bugs or workflow mismatches, and help practices optimize their billing workflow within our SaaS EHR ecosystem.

Qualifications

• 3+ years of hands-on medical billing / revenue cycle management experience including claims submission, payer follow-up, denial management, and A/R.

Responsibilities

• Serve as Elation Billing embedded RCM expert, owning complex billing and revenue cycle cases requiring practitioner‑level judgment.
• Act as go-to resource for case swarms and escalations within Elation Billing when a billing nuance arises beyond scripted troubleshooting.
• Diagnose a practice's billing context to distinguish genuine product issues from configuration or workflow mismatches.
• Partner with Product and Prod Dev to turn edge cases and denial trends into roadmap feedback.
• Contribute to and maintain billing knowledge base, SOPs, and macros; help calibrate AI Case Assistant suggestions.
• Help build the team’s baseline RCM literacy by sharing real-world billing context across practice types.
• Track and report billing-case quality metrics and flag systemic patterns.

Skills

CPT/ICD‑10 coding

Claims adjudication

Payer-specific billing rules

A/R management

Tools

Epic

athenahealth

Waystar

Job description

Elation Health is deeply committed to helping independent primary care practices take better care of their patients. Since 2010, we've built a clinical-first, collaborative EHR platform — and with the addition of Elation Billing, we're bringing that same clinical-first philosophy to the revenue side of the practice, so billing works with the chart instead of around it.

Elation Health is searching for a Support Subject Matter Expert in Elation Billing — someone who has already done real medical billing and revenue cycle management work, not someone learning it on the job. This is a hands‑on, case‑based role embedded directly in our support queue: you'll bring practitioner‑level RCM judgment to the billing cases our Technical Support Specialists can't fully resolve through process or AI‑assisted troubleshooting alone, and you'll help the rest of the team get sharper at spotting those cases in the first place.

This isn't a back‑office consulting role. You'll be working live cases day to day alongside our support team, diagnosing whether an issue is a product bug, a payer‑specific quirk, or a mismatch between how a practice actually operates and how they've configured their billing workflow — then resolving it with the kind of judgment that only comes from having sat inside a claims lifecycle before.

Responsibilities

• Serve as the Elation Billing product line's embedded RCM expert, owning complex billing and revenue cycle cases that require practitioner‑level judgment — claims lifecycle issues, CPT/ICD‑10 coding logic, payer adjudication and denial patterns, A/R and collections workflows.
• Act as the go‑to resource for case swarms and escalations within Elation Billing whenever a Technical Support Specialist's investigation surfaces a billing nuance beyond scripted troubleshooting.
• Diagnose a practice's underlying billing context — payment model (insurance‑taking vs. DPC), staffing structure, and prior workflow choices — to distinguish genuine product issues from configuration or workflow mismatches, rather than treating every case as a symptom in isolation.
• Partner with Product and Prod Dev, turning recurring billing edge cases, payer‑specific patterns, and denial trends into structured feedback that can inform the roadmap.
• Contribute to and maintain the team's billing‑related knowledge base, SOPs, and macros, and help calibrate the AI Case Assistant's billing‑related suggestions so resolutions compound across the team rather than living only in your own case history.
• Help build the broader team's baseline RCM literacy — sharing real‑world billing context so Specialists can better anticipate the issues different practice types are prone to.
• Track and report on billing‑case quality and resolution metrics within your scope, and flag systemic patterns rather than resolving the same root cause case‑by‑case indefinitely.

Requirements

• 3+ years of hands‑on medical billing / revenue cycle management experience — claims submission, payer follow‑up, denial management, and A/R — brought in from outside a support organization, not built up through support tenure.
• Working fluency in CPT/ICD‑10 coding logic, claims adjudication, and payer‑specific billing rules across commercial and government payers.
• Experience working within an EHR, practice management, or medical billing platform (e.g., Epic, athenahealth, Waystar, or similar).
• Strong written and verbal communicator, able to translate complex billing and RCM concepts into clear guidance for both practices and internal teams.
• Comfortable working directly in a live case queue - this is a frontline, hands‑on role, not a periodic‑consulting one.
• Self‑directed and detail‑oriented, with the judgment to know when a case needs to go beyond a scripted answer.

Preferred

• Certification such as CPB (Certified Professional Biller), CRCR (Certified Revenue Cycle Representative), or CHFP (in progress or completed).
• Prior experience supporting independent primary care or small‑group practices specifically.
• Experience on a support, customer success, or implementation team at a SaaS/EHR company.
• Exposure to AI‑assisted support or case‑management tooling.
• Six Sigma, Lean, or other process‑improvement background.

Salary range: $60,000 - 75,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.