[Hiring] Revenue Cycle Support Specialist @PracticeTek

Role Description

The CT Revenue Support Specialist provides frontline customer support for practices using CT Revenue. This role helps customers understand revenue cycle workflows, claim and payment information, payer responses, and chiropractic billing concepts presented through the product. The position is consultative and support-focused: it does not own or perform a customer's billing process. Instead, the specialist researches questions, explains what customers are seeing, guides them through CT Revenue, and escalates complex coding, compliance, payer-policy, or technical issues to the appropriate internal expert.

• Respond to customer questions through approved support channels and provide clear, timely, and accurate guidance.
• Help customers navigate CT Revenue and understand claim statuses, payer responses, payment activity, denials, rejections, and common revenue cycle terminology.
• Apply practical chiropractic billing knowledge to explain common workflows while maintaining appropriate boundaries around coding, compliance, and payer-specific determinations.
• Research customer questions using available product data, internal documentation, payer information, and established support resources.
• Document troubleshooting steps, findings, customer communications, and resolutions so cases can be understood and continued by other team members.

Qualifications

• 2+ years of experience in medical billing, revenue cycle operations, healthcare customer service, or healthcare technology support preferred.
• Hands-on chiropractic billing experience strongly preferred, with familiarity with common CMT, E/M, therapy, modifier, denial, and payer concepts.
• Working knowledge of CPT, ICD-10-CM, HCPCS, insurance terminology, EOB/ERA concepts, claim status workflows, and common denial or rejection scenarios.
• Strong written and verbal communication skills with the ability to explain technical or billing concepts in simple, customer-friendly language.
• Strong research, troubleshooting, and documentation skills with sound judgment about when an issue should be escalated.
• Comfort learning SaaS products, support platforms, payer portals, and healthcare workflows; prior healthcare software support experience is a plus.
• Medical billing or coding certification such as CPB or CPC is preferred but not required.

Requirements

• Serve as a primary point of contact for CT Revenue customers with billing- and revenue-cycle-related questions.
• Guide customers through CT Revenue functionality and explain the information displayed within claims, payments, denials, and related workflows.
• Translate billing terminology into clear, customer-friendly explanations and confirm the customer understands available next steps.
• Differentiating product-use questions from billing, payer, configuration, training, and technical issues, and route each appropriately.
• Maintain professional, empathetic communication while setting realistic expectations for ownership, follow-up, and resolution.
• Support questions involving Chiropractic Manipulative Treatment (CMT), including common codes 98940, 98941, and 98942, as well as related Evaluation and Management and therapy/rehabilitation services.
• Explain common concepts such as active treatment versus maintenance care, medical necessity, documentation requirements, modifiers, authorizations, visit limits, coordination of benefits, and payer responses.
• Apply working knowledge of Medicare chiropractic billing concepts and commercial payer workflows when helping customers understand claim outcomes.
• Recognize personal injury and workers' compensation scenarios and escalate questions that require specialized interpretation or customer-specific direction.
• Research customer-reported issues using available account information and established internal resources before escalating.
• Escalate complex coding, reimbursement, compliance, payer-policy, or product-defect questions with complete context and supporting documentation.
• Identify recurring questions and contribute to knowledge-base articles, troubleshooting guides, training content, and support playbooks.
• Share customer feedback and recurring friction points with Product, Revenue Cycle, Implementation, and other partner teams.
• Meet established expectations for responsiveness, resolution quality, documentation, and customer satisfaction.
• Use support data and coaching feedback to improve first-contact resolution and reduce avoidable escalations.
• Participate in ongoing training on CT Revenue, chiropractic billing, payer workflows, and support best practices.

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.