RCM Support Specialist

What You'll Do

Help resolve unpaid A/R and protect cash flow

• Own incoming revenue cycle tickets in our ticketing system, so the claims specialists working accounts don't have to
• Investigate payment, denial, and billing questions across the full revenue cycle, from eligibility and prior authorization through claim submission, adjudication, payment, and A/R follow-up
• Write clear, empathetic, customer-service-oriented responses that resolve the issue or set accurate expectations

Be the RCM subject matter expert for Customer Success

• Serve as the direct resource for CSMs with questions on general revenue cycle topics, Osmind-specific processes, or specific claims
• Help CSMs prepare for and navigate escalated customer situations with accurate context, recommended responses, and solutions
• Answer broad healthcare and revenue cycle questions, including from colleagues and customers who are new to revenue cycle, drawing on industry trends and what you've seen firsthand working claims

Partner with our internal revenue cycle teams

• Work alongside the staff who work claims, eligibility, and prior authorizations to understand trends, communicate findings, and close the loop
• Translate what's happening on claims and prior authorizations into clear, concise explanations for Customer Success and other teams

Support our software-only RCM customers

• Become an expert in Candid, our RCM platform, and use that knowledge to help software-only customers get the most out of it
• Support customers with Candid setup and configuration, including rules engines, workflows, and account-level settings
• Troubleshoot platform functionality questions and issues, and guide customers through features and best practices
• Escalate platform bugs or configuration needs to the appropriate internal team with clear, concise context

Surface trends and drive product feedback

• Identify patterns across tickets and escalations that point to product gaps, rule configuration opportunities, or process breakdowns
• Communicate recommended changes clearly and concisely to our Product team on product enhancements, including what should change and why

What You'll Bring

Required

• Based in the United States. This is a US-based role, and applicants outside the US will not be considered
• Behavioral health revenue cycle experience, or experience in a closely comparable specialty (for example, outpatient psychiatry or therapy practices, substance use treatment, intensive outpatient or partial hospitalization programs, neurology, infusion or physician-administered drug billing, or other specialties with heavy prior authorization and medical necessity requirements)
• Deep, full-cycle revenue cycle knowledge, including eligibility and benefits verification, prior authorization, claim submission, payer adjudication, denials and appeals, payment posting, patient responsibility, and A/R follow-up
• Hands-on experience working claims, so you can understand and explain what is happening on them
• Strong knowledge of the broader U.S. healthcare landscape, including payer behavior and industry trends, and the ability to explain it to people new to revenue cycle
• Demonstrated strength in customer service, with written responses that are warm, clear, and professional, and verbal communication with internal teams that is concise and confident
• Strong investigative and analytical skills, including pulling and interpreting reports and performing root cause analysis on denials and payment issues
• Demonstrated ability to get up to speed quickly on a new RCM system or healthcare service line, and then use that knowledge to support others independently
• Ability to stay calm, constructive, and solution-oriented when stakeholders are frustrated
• Comfort with technology, and a scrappy, adaptable approach to working in a fast-paced startup where processes are still being built, priorities change, and you figure things out as you go
• Genuine commitment to Osmind's mission and to improving access to care for behavioral health patients

Nice to have

• Experience with RCM or practice management platforms (e.g., Apero or similar)
• Experience configuring rules engines or workflow automation in an RCM or practice management platform
• Experience billing TMS, Spravato/esketamine, or ketamine-related services
• Experience working in or alongside a customer success, support, or implementation team
• Experience with ticketing systems (e.g., Pylon, Zendesk)

How You'll Work

• Your two primary partners are Customer Success and our internal revenue cycle teams. You'll be the connective tissue between them, translating what's happening on claims into answers and solutions CSMs can act on.
• You'll also work regularly with Implementation, Product, and other operational teams.
• A team player. When a customer isn't getting paid, they're understandably upset, and that frustration often lands on CSMs. You'll approach these moments with empathy, curiosity, and a drive to help your colleagues solve the problem.
• A clear communicator. You'll distill complex RCM findings into explanations that non-experts can act on.