Natural Cycles is an international working environment filled with smart and ambitious colleagues working in Stockholm, Geneva, New York and remotely. At Natural Cycles, our mission is to pioneer women's health with research and passion, by empowering every woman with the knowledge she needs to be in charge of her health.
This role is vital to supporting the Natural Cycles health insurance reimbursement efforts for our users. You will have a direct communication line with our users and thus a direct impact on their overall experience.
What you will be doing

• Support our Cyclers and potential Cyclers with their questions via email; questions will include topics on self-reimbursement with their medical insurance, troubleshooting claim submission and escalating appeals with their insurance company
• Communicate in an engaging, caring and credible way that builds long term trust with our Cyclers
• Provide swift and thorough solutions to Cyclers when they reach out with a question
• Work closely with external contractors and Natural Cycles' management team to execute on long-term insurance reimbursement strategies
• Maintain documentation of coding policies and common practices as relates to reimbursement per insurance provider.
• Work on all aspects of the billing and reimbursement claims process with Natural Cycles users in an engaging, caring and credible way that builds long term trust with our Cyclers
• Follow Natural Cycles standard operating procedures and work instructions
• Meet individual and team quality service goals (CSAT, FRT, etc)
• Follow up with the insurance provider on any documentation that is insufficient or unclear
• Follow up to see if claims are accepted or denied
• Investigate rejected claims to see why the denial was issued and work with Natural Cycles users on the appeal process
• Record and relay feedback and insights from Cyclers to our internal teams to help us continually improve our product and user experience
• Help automate existing processes and learn new systems
• Maintain strict confidentiality

What skills and experience we think you have

• This role is remote first, but your attendance in our office in Bryant Park is required about once a week. You must be able to travel to Bryant Park at your own expense and be in the NYC area.
• You should be passionate about your job. Have a service-minded approach and truly care about outstanding service
• You should have experience working in a tech company/environment
• You should have 3 years of customer service experience; supporting customers via channels such as email
• 3 years of Experience with medical billing and coding with major insurance providers a plus!
• You enjoy a fast-paced and changing international working environment
• You're attentive to customer needs, expectations and emotions
• You're able to explain difficult subjects in an easy and understandable way
• Confidence to work independently and make judgment calls to resolve customer questions
• Fluent in English
• Strong verbal, written and interpersonal skills, with an affinity for teamwork

How to apply
Apply by uploading your CV and answering the questions in the application form. Please note that we do not accept any applications through email due to GDPR and only applications submitted through the career site (and in English) will be considered.
We know that diverse teams are strong teams, so we welcome those from different backgrounds and experiences and are committed to creating an inclusive environment for all employees and candidates.
Department Customer Operations Role Supply Chain & Logistics Locations New York City Remote status Hybrid Remote