Billing Care Coordinator - Remote - Tia

Role Title: Billing Care Coordinator

Location: Virtual

Hourly Rate: $20-$22/hour

Availability: Weekdays, Full-time

About the Role

The Billing Care Coordinator serves as the primary point of contact for members with complex or urgent billing issues. As the voice of Tia for billing-related calls, this role blends technical knowledge with empathy, helping members understand charges, resolve disputes, and navigate insurance-related questions with confidence.

This team manages live phone interactions and high-touch cases while collaborating closely with Revenue Cycle Management (RCM) SMEs and the  Billing Success Coordinators. The role is essential to maintaining trust, protecting member satisfaction, and ensuring billing issues are resolved with care and precision.

Key Responsibilities

High-Complexity Billing Support

• Handle inbound billing calls, escalations, and urgent member requests.
• Resolve complex cases involving insurance denials, payment discrepancies, and patient billing concerns.
• Partner with RCM SMEs to research and resolve nuanced cases requiring payer expertise.
• Coordinate with offshore Billing Coordinators to ensure smooth handoffs between queues and escalations.

Member Experience & Relationship Building

• Deliver compassionate, real-time support to members by phone or chat.
• Build trust and confidence by providing clear, empathetic, and professional communication.
• Advocate for members, ensuring timely resolution and transparent follow-up.
• Represent Tia’s tone and values in every member interaction.

Operational Excellence & Documentation

• Document all calls and cases accurately, following HIPAA and internal compliance standards.
• Follow escalation protocols and ensure tickets are fully resolved or properly routed.
• Identify workflow gaps or recurring issues and partner with leadership to drive process improvement.

Team Engagement & Collaboration

• Participate in training, QA reviews, and calibration sessions.
• Share insights with offshore team and help refine workflows based on call learnings.
• Support peer onboarding and serve as a subject matter expert for complex billing workflows.

What Excellence Looks Like

• Resolves member issues efficiently, empathetically, and accurately.
• Demonstrates expert knowledge of Tia’s billing policies and systems.
• Models calm and professionalism in high-stakes or emotional conversations.
• Contributes to a culture of accountability, collaboration, and service excellence.

Key Metrics

• ≥85% call answer rate.
• <24h resolution for escalated billing cases.
• 95% documentation compliance.
• ≥85% QA score on calls and escalations.