Regional Support Specialist (Remote)

Starkey Canada•Eden Prairie, MN

20h•$16 - $22•Remote

About The Position

The Regional Support Specialist plays a critical role in delivering a positive patient journey by serving as the insurance and billing expert for an assigned region. This position manages key aspects of the patient billing process, including private pay, insurance, and government program coordination, while ensuring accuracy, compliance, and timely claim resolution. Working closely with clinic teams and patients, the specialist helps interpret insurance benefits, supports coverage and upgrade discussions, and ensures all required documentation is complete and accurate. This role is essential to reducing billing errors, improving process consistency, and supporting a seamless experience for both patients and internal teams. The Regional Support Specialist is a dedicated insurance specialist assigned to a specific region, applying экспертизу to the variety of third-party contracts within that region. This role oversees all steps of the patient billing process (private pay, insurance, government programs, etc.). Work closely with clinics’ Patient Services Coordinators to gather patient insurance information, interpret verification of benefits, answer patients’ questions, and offer information on hearing aid insurance coverage and upgrade options. They will send completed paperwork to clinic offices for patient signature and authorization. Ensure consistency and accuracy of invoicing and payment, eliminating mistakes and reducing waste.

Requirements

High school degree or equivalent work history.
Experience in office administration; hearing aid office experience preferred.
Knowledge of insurance guidelines including HMO/PPO, Medicare [https://www.verywellhealth.com/medicare-4014366], Medicaid [https://www.verywellhealth.com/medicaid-4014367], and other payer requirements and systems.
Familiarity with CPT and ICD-10 Coding [https://www.verywellhealth.com/finding-icd-codes-2615311] preferred but not essential.
Knowledge of medical terminology likely to be encountered in medical claims.
Maintaining patient confidentiality as per the Health Insurance Portability and Accountability Act of 1996 (HIPAA [https://www.verywellhealth.com/hipaa-patients-and-medical-records-privacy-myths-2615514]).
At least 3 years of experience with billing/medical insurance processes.
Competent use of computer systems and software.
Effective communication abilities for phone contacts with insurance payers to resolve issues.
Customer service skills for interacting with patients regarding medical claims and payments, including communicating with patients and family members of diverse ages and backgrounds.
Ability to work well in a team environment. Being able to triage priorities, delegate tasks if needed, and handle conflict in a reasonable fashion.
Problem-solving skills to research and resolve discrepancies, denials, appeals, collections.
A calm manner and patience working with either patients or insurers during this process.
Standard office conditions
Standard office equipment

Nice To Haves

Associate degree in business administration, Accounting or Health Care Administration.
Preferred: Knowledge of hearing aid insurance billing processes.

Responsibilities

Ensure positive Patient Journey experience is top priority for this position.
Obtain and handle patient insurance information in accordance with HIPPA guidelines.
Complete all patient paperwork such as purchase agreement, superbill, delivery confirmation, etc.
Work with vendor to correct problems for denied claims.
Ensure claims are paid accurately.
Address patient questions or concerns.
Ensure process excellence and expertise in billing and document coordination
Apply expertise in insurance billing to plans for specific region.
Ensure all documents are loaded.
Coordinate with vendor to bill claims using appropriate codes and modifiers.
Track to ensure all claims are billed.
Coordinate with vendor on verification of benefits.
Interpret verification of benefits using criteria such as: Is office/provider contracted and credentialed? What aids can the office fit? What are the upgrade opportunities?
Receive insurance sales information from offices to enter the system.
Communicate with clinics about hearing aid insurance coverage and upgrade options.
Send completed paperwork to office for patient signature at fitting.
Other duties/responsibilities as assigned