BillingNav

We are the leading tech-enabled medical balance billing solution for self-funded employer health plan participants.

Overview

The Member Experience Manager handles escalated member balance bill and consumer report matters, which includes guiding members through the balance bill dispute resolution process. You will regularly communicate with BillingNav client companies to ensure all data/documentation relevant to balance bill matters is collected and updated as needed. You will manage a team of Member Experience Associates, as well as provide project status updates to leadership at BillingNav.

Responsibilities

• Optimization of member communication strategies
• Communication with BillingNav partners to ensure relevant data/documentation is collected and updated
• Member and client status updates
• Monitoring and improving feedback loops to ensure client and member satisfaction
• Evaluation and implementation of project/associate performance tools/metrics
• Liaison with internal and external stakeholders
• Participation in product improvement/design sessions, implementation, and project status meetings
• Product/Service problem resolution
• Monitor inbound and outbound phone calls, email, and messaging on BillingNav Command platform
• Assist with review of hospital financial assistance policies and provider negotiations
• Identification of actual and potential risks/problems and take appropriate steps to prevent, mitigate, or resolve
• Identify and report improvements to process flow and platform integrations

Qualifications

• Bachelor’s degree or equivalent work-experience level required. Master’s degree is a plus
• Previous experience in project management, operations, customer service, data management, or other applicable experience
• Excellent written and oral communication skills, along with presentation skills
• Fluency in Spanish is a plus
• Prior experience at a tech company or group health insurance is a plus
• Must be familiar with Google Workplace (GMail, Drive, Docs, Sheets)

About Us

BillingNav is a technology company that seeks to automate and streamline the defense of plan participants against balance billing by medical providers. BillingNav has developed a paperless process to manage balance bills in a HIPAA compliant cloud platform with a database accessible to clients warehousing all communications with providers, participants and plans. BillingNav provides security to plans and their participants through its defense of participants from balance bills as set forth below.