EHR Billing Support Specialist (Hybrid) — Claims & Training

Patagonia Health Inc; Cary (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Patagonia Health Inc., a healthcare software provider in Cary, NC, seeks a proactive Billing Support Specialist to support our cloud-based EHR and billing platform. You will handle Tier 1/2 billing and EHR inquiries, assist with training, and troubleshoot issues while traveling to client sites as needed.

The ideal candidate will have strong problem-solving skills, customer focus, and experience with medical billing processes, payers, and EDI/ERA workflows.

Qualifications

• Experience submitting claims on Professional form (form 1500) and Institutional form (UBO4) required.
• Experience with medical billing guidelines with governmental and commercial plans.
• Experience investigating electronic file formats (270/271 and 276/277) inquiry and response files, and experience using and reading file sets.
• Knowledge of medical billing collection policy and operational processes.
• Experience in completing EDI/ERA enrollment forms with Payers.
• Previous experience with Practice Management/Billing System.
• Understanding of 837 and 835 file formats and adjustment codes (preferred).
• Proficient in general ledger charge/payment posting and adjustments.
• Experience working with, and understanding of, Payers and Clearinghouses.
• Previous customer support and online training experience (preferred).
• Proficient in problem-solving and critical thinking for effective issue resolution.
• Comfortable with occasional travel and being onsite as needed for training and support (travel estimated at 10-20%).
• Experience working in a medical practice, public health department or behavioral health agency an asset.
• Bachelor's Degree preferred, or equivalent relevant experience.

Responsibilities

• Provide Tier 1 and Tier 2 support for billing and EHR-related inquiries via phone, email, and ticketing systems.
• Troubleshoot and resolve billing discrepancies and assist with claim submissions, payment postings, and patient ledger issues.
• Guide clients through billing workflows and processes within the EHR systems.
• Document support cases, resolutions, and follow-up activities thoroughly and accurately.
• Collaborate with internal departments (Product, Development, QA) to resolve complex issues.
• Participate in user acceptance testing and provide feedback for system improvements.
• Deliver onsite and virtual training sessions for new clients or system updates.
• Travel to customer locations for go-live support, training sessions, or implementation assistance as required.
• Stay up to date with healthcare billing regulations, including Medicaid, Medicare, and commercial payers.
• Ability to work within a diverse team environment to develop effective working relationships and to achieve company goals.
• Create Knowledge-Based Articles (KBAs) and product-related documentation (Quick Guides).

Skills

Customer service

Problem solving

Communication

Travel readiness

EHR/Billing systems

Education

Bachelor's Degree

Tools

Practice Management/Billing System

EDI/ERA workflows

Job description

Patagonia Health Inc., a healthcare software provider in Cary, NC, seeks a proactive Billing Support Specialist to support our cloud-based EHR and billing platform. You will handle Tier 1/2 billing and EHR inquiries, assist with training, and troubleshoot issues while traveling to client sites as needed.

The ideal candidate will have strong problem-solving skills, customer focus, and experience with medical billing processes, payers, and EDI/ERA workflows.