Customer Specialist - Insurance Billing

About Boldr

Boldr is the world's first global B-Corp committed to providing top-tier client experiences while creating meaningful work opportunities worldwide. Our diverse team is driven by shared values and currently spans five countries with a goal to expand to over 5,000 employees by 2027.

Our Core Values

• Authenticity fuels meaningful connections
• Curiosity drives our best work
• We thrive by embracing dynamism
• Balancing ambitious vision with operational excellence
• Empathy underpins our successful partnerships

Role Overview

As an Insurance Billing Specialist, you will handle precise, timely, and compliant billing processes that enable customers to access necessary products and services. You will manage the entire billing cycle including verifying insurance eligibility, submitting claims, interpreting Explanation of Benefits (EOB), handling appeals, and resolving aged accounts. Your expertise in product and payer protocols will allow you to resolve complex billing issues independently while contributing to ongoing enhancements of billing operations. Your diligence will minimize delays and confusion during crucial customer interactions. Collaboration with teammates and cross-functional departments is essential to deliver a seamless billing experience.

Why Join Us

We seek dedicated individuals passionate about supporting Boldr's growth and mission. We expect team members to bring 110% effort, share their unique skills, and embody our core values of curiosity, dynamism, and authenticity.

Key Responsibilities

• Perform timely and accurate insurance eligibility checks and benefits investigations through payer portals and outreach
• Submit and monitor Durable Medical Equipment (DME) claims across platforms, troubleshoot billing issues, and proactively follow up to minimize denials and accelerate reimbursements
• Review EOBs to identify errors, payment omissions, or misallocated patient responsibilities and execute correct resolutions
• Draft detailed appeals addressing denial reasons to maximize claim recovery chances
• Analyze aging reports weekly to identify unresolved claims and coordinate with payers or escalate internally as needed
• Communicate clearly and empathetically with patients regarding billing inquiries, clarifying benefits and out-of-pocket costs
• Collaborate with Billing, Customer Experience, Fulfillment, and other teams to resolve process gaps and enhance billing workflows
• Utilize AI-enabled tools to assist with eligibility validation, claims verification, and documentation accuracy
• Support families by ensuring timely access to medically necessary DME through efficient billing operations

Candidate Profile

You should embody Boldr's values by being curious, authentic, analytical, and detail-oriented. We value self-motivation and a results-driven mindset. The role requires adaptability in a fast-paced environment and strong organizational skills.

Qualifications

• Minimum 3 years direct experience in DME billing and insurance reimbursement handling the full claim lifecycle including eligibility, appeals, and collections
• Proficient in interpreting EOBs and resolving payment discrepancies and denials with minimal supervision
• Familiarity with CPT, HCPCS, ICD-10 coding and DME billing regulations such as HIPAA, CMS, and ERISA
• Excellent written communication and interpersonal skills to clarify complex billing issues professionally to patients, internal teams, and payers
• Confidence to seek clarification and escalate issues appropriately
• Competency in CRM and billing software including NikoHealth, Zendesk, and Slack
• Strong skills in cloud solutions (Google Drive, Sheets, Docs) and Microsoft Office Suite
• Team-oriented attitude with meticulous attention to detail and consistent high-quality output under volume pressure
• Willingness to adopt AI-driven tools to enhance workflow efficiency and accuracy