Customer Care Associate (100% Work from Home)

The Revenue Support Associate supports Revenue Support operations by reviewing customer and internal requests, documenting needs clearly, coordinating follow-up, and helping resolve payer, enrollment, platform access, EDI, and billing-related issues. This role helps ensure customer support needs are handled accurately, routed to the correct internal owner, and followed through based on defined processes and escalation pathways.

Reports To: Director of Revenue Support

Qualifications

Required

• Experience in customer support, revenue cycle, healthcare billing, payer support, provider enrollment, or a related administrative support role.
• Ability to review requests, document issues clearly, identify next steps, and follow work through completion.
• Strong written and verbal communication skills with customers, payers, providers, and internal teams.
• Working knowledge of Microsoft Excel, Outlook, Teams, and workflow or customer support tools.
• Strong attention to detail, follow-up discipline, and ability to manage multiple priorities in a remote work environment.

Preferred

• Experience with Medicaid, MCOs, commercial payers, provider enrollment, credentialing, EDI, or healthcare billing workflows.
• Experience reviewing EOBs, payer information, billing details, or customer support documentation.
• Familiarity with Visualutions products, Revenue Support workflows, or healthcare technology platforms.

Key Responsibilities and Expected Performance Outcomes

Key Responsibilities

Enrollment & Payer Support

• Prepare, submit, monitor, and follow up on provider and payer enrollment applications with Medicaid, MCOs, commercial payers, and other insurance organizations, as assigned.
• Track enrollment applications, missing information, payer concerns, and follow-up items through completion, as assigned.

Customer Support & Issue Resolution

• Review customer, internal, payer setup, enrollment, credentialing, EDI, platform access, and billing-related requests; document issues clearly and identify next steps.
• Respond to customer, payer, provider, and internal inquiries with timely, accurate, and professional communication.
• Escalate complex issues, delays, reimbursement risks, payer concerns, or unresolved customer support needs to the correct internal owner based on defined processes and escalation pathways, with clear context and supporting documentation.

Documentation & Workflow Management

• Gather, review, and maintain required documentation from providers, customers, payers, and internal teams, as assigned.
• Maintain accurate records in provider databases, customer support systems, workflow tools, and other designated platforms.

Billing & Operational Support

• Review EOBs, payer information, billing details, and related documentation to support accurate routing, follow-up, and issue resolution.

Expected Performance Outcomes

• Customer and internal requests are documented clearly, routed appropriately, and followed through until resolved or transferred to the correct owner.
• Assigned payer enrollment work is completed accurately, documented clearly, and followed through according to payer requirements and internal timelines.
• Customers, payers, providers, and internal teams receive timely, professional, and accurate communication.
• Escalations include the issue, current status, supporting documentation, and next step needed for the correct internal owner to act.
• Documentation is complete, organized, and easy for Revenue Support leadership and team members to review.

Core Competencies (Required for All Employees)

• Critical Thinking: Reviews information, identifies gaps, and asks appropriate questions before moving work forward.
• Dependability: Follows through on assigned work, meets commitments, and communicates status changes promptly.
• Interpersonal Skills: Communicates professionally and respectfully with customers, payers, providers, and internal teams.
• Organizing and Planning: Prioritizes work, maintains accurate records, and keeps follow-up items visible and actionable.
• Production: Completes assigned work accurately, efficiently, and in alignment with defined processes.