About The Role
We are looking for an experienced Platform Billing Specialist to join our customer support team. This is not a billing services role; you will not perform billing tasks for customers. Instead, you will empower and guide customers to succeed with their own billing workflows using the NikoHealth platform.
You’ll act as a strategic advisor, helping users understand system behavior, troubleshoot issues, and adopt best practices that impact revenue performance. You’ll bring strong RCM knowledge and DME billing experience, and pair that with a deep understanding of our platform’s capabilities.
This is a great opportunity for someone looking to move into the health tech space, particularly at a fast-growing startup, who thrives in a dynamic environment and wants to help shape the future of DME billing.
What You'll Do
- Deliver first class support to customers for technical billing-related issues, including claim submission, denials, payment posting, and patient billing workflows.
- Learn the NikoHealth platform inside and out to become a trusted advisor on system use and best practices.
- Guide users on how to manage billing within the tool
- Help customers understand how their setup (e.g., payer rules, product catalog, documentation status) impacts billing outcomes.
- Proactively identify patterns, recommend process improvements, and share insights with Product and Success teams.
- Contribute to internal knowledge bases and external customer education materials.
- Participate in training sessions to build client confidence in using NikoHealth effectively.
What You'll Bring
- Hands-on experience using a DME software system
- 3+ years of experience in DME revenue cycle management or billing support.
- Deep knowledge of Medicare, Medicaid, and private insurance billing for DME, including HCPCS coding, prior auth, CMNs, secondary billing, and ERA/EOB handling.
- Strong analytical thinking and troubleshooting skills.
- Excellent communication and teaching abilities - can translate complex concepts into simple guidance.
- Proficiency with ticketing tools (e.g., Zendesk), CRM platforms, and collaboration tools a bonus
Preferred Traits
- Self-starter with a bias toward action and continuous learning.
- Demonstrated leadership in prior roles - formally or informally.
- Comfortable working in a fast-paced startup and excited by the opportunity to build processes from the ground up.
- Passionate about health tech and improving outcomes for healthcare providers and patients.