Claims & Billing Support Specialist

About the Role:

The Customer Support Specialist is responsible for delivering high-quality service to customers by
responding to inquiries, resolving issues, and providing product and billing support. This role is critical
in ensuring a positive customer experience through clear communication, problem-solving, and follow
through. The ideal candidate is composed, resourceful, and thrives in a fast-paced environment,
maintaining professionalism and focus while handling multiple priorities. This position will report to the
Customer Support Lead.

Core Responsibilities:

• Respond timely and professionally to customer inquiries via phone and email
• Troubleshoot and resolve billing, claims, and system-related issues while ensuring a high level
  of customer satisfaction
• Follow up with customers to confirm complete resolution of open issues
• Clearly explain products, services, policies, and procedures to customers
• Accurately document all customer interactions and feedback in the CRM system (HubSpot)
• Escalate complex issues to the appropriate internal teams
• Collaborate with cross-functional teams to improve processes and enhance the overall
  customer experience
• Monitor recurring customer concerns and provide actionable insights for service or process
  improvements
• Maintain up-to-date knowledge of products, services, and industry best practices

Experience and Skills:

• Minimum 2 years of experience in customer-facing or customer support roles
• Experience with HubSpot or similar CRM/ticketing systems preferred
• Excellent verbal and written communication skills
• Strong problem-solving and organizational skills
• Knowledge of the medical industry and familiarity with medical terminology
• Proven ability to manage time effectively and meet deadlines
• Comfortable working independently while also being a collaborative team player