[Hiring] Revenue Cycle Support Lead @PracticeTek

Role Description

The CT Revenue Support Lead is the senior operational and subject-matter resource for customer support questions involving CT Revenue, chiropractic billing, coding documentation, and revenue cycle workflows. This role is the strongest SME and trainer for the support organization, helping ensure customers receive accurate, consistent, and timely support, leading complex escalations, developing the team's billing and coding knowledge, and connecting recurring customer issues to Product, Engineering, Revenue Cycle, Implementation, Data Science, and other internal partners. The role does not own or execute customer billing operations. Its focus is support quality, customer education, investigation, escalation management, team enablement, governed product feedback, and continuous improvement.

• Lead complex CT Revenue support escalations involving chiropractic billing and revenue cycle workflows while maintaining clear boundaries around customer billing ownership.
• Establish consistent support standards for billing-related questions, case investigation, documentation, escalation, and customer communication.
• Coach and develop support specialists and senior specialists so the team can resolve more customer questions accurately at the right level.
• Partner cross-functionally to distinguish customer education needs from billing questions, product issues, configuration gaps, and defects.
• Use support trends and customer feedback to improve knowledge, workflows, product experience, and operational performance.

Qualifications

• 5+ years of experience in medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function preferred.
• 3+ years of chiropractic billing experience strongly preferred, with advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows.
• Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource preferred.
• Strong knowledge of CPT, ICD-10-CM, HCPCS, claims, EOB/ERA concepts, payer processes, reimbursement terminology, and common revenue-cycle workflows.
• Demonstrated ability to translate complex billing concepts into accurate, understandable customer guidance while recognizing when authoritative escalation is required.
• Strong leadership, coaching, communication, de-escalation, analytical, and cross-functional problem-solving skills.
• Experience developing support documentation, training materials, quality standards, or operational playbooks is preferred.
• Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows is preferred.
• Required relevant experience: CPC-level physician or outpatient coding and encounter-note/SOAP-note compliance expertise is the highest-priority qualification. The candidate must hold CPC, CPB, CRCR, or a comparable recognized healthcare coding, billing, or revenue-cycle credential, or demonstrate equivalent depth of relevant experience.

Requirements

• CPC is strongly preferred for coding and documentation leadership.
• CPB is especially relevant to near-term denials and billing operations.
• CRCR is valuable as the role expands into broader revenue-cycle management.

Benefits

• Comprehensive health, dental, and vision coverage options.
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing.
• Flexible paid time off, sick time, and 10 company-paid holidays.
• 401(k) plan with company match to help you build your future.
• Culture Committee driving initiatives that spark connection, fun, and belonging.
• A workplace powered by innovation, collaboration, and energy every day.