Billing Customer Experience Associate

Osmind is the premier platform for clinicians and researchers advancing new life-saving mental health treatments. Today, mental health disorders are one of the leading causes of death worldwide, especially among young adults, and are tied to shortening lifespans. While there have been developments in new psychiatric medications since the first FDA approval in 1954, today there is a growing movement among clinicians, patients, and researchers who are recognizing the need to accelerate new science.

The Osmind treatment platform is the first and only solution that solves specific challenges faced by neuropsychiatric clinics, spanning general psychiatry and interventional psychiatry (transcranial magnetic stimulation, ketamine, SPRAVATO®, psychedelic medicine, electroconvulsive therapy). The core electronic health record (EHR) technology is precisely developed for interventional treatment workflows and designed to support a strong therapeutic alliance, including journaling tools and assistance with health plan reimbursement, which is a significant access hurdle for millions of patients.

Research from our platform is already helping to set new standards for mental health interventions. For example, in the largest published real-world analysis of ketamine infusion therapy for depression, we teamed up with Stanford University School of Medicine to share findings in the Journal of Affective Disorders (March 2022). We have multiple ongoing research studies leveraging our proprietary real-world data, including an even larger ketamine analysis leveraging machine learning to predict treatment outcomes.

Osmind is a San Francisco–based public benefit corporation led by scientists, technologists, and psychiatrists. We are backed by top investors including DFJ Growth, General Catalyst, Future Ventures, Tiger Global, and Y Combinator.

The opportunity

We are a series B funded Public Benefit Corporation (PBC) building something that actually moves the needle on the global mental health crisis. (See here for an article our cofounder Jimmy wrote about PBC’s.)

We are seeking a Billing Customer Experience Associate to join our growing Customer Experience team. This role combines customer support responsibilities with specialized knowledge in mental health billing, particularly for innovative treatments. You'll be the go-to expert for our customers' billing-related inquiries and will help ensure smooth financial operations for our partner clinics.

What you'll do

• Respond to customer queries related to billing, claims, and reimbursement via our support system in a timely and accurate manner
• Provide expert guidance on mental health billing, with a specific focus on complex treatments like TMS and Spravato
• Troubleshoot and resolve billing issues working with customers, Change Healthcare clearinghouse, and payers
• Assist with training customers on proper billing and claims submission processes
• Update internal documentation and customer-facing support content related to billing
• Work closely with Engineering, Product, and QA teams to resolve customer issues and improve billing-related features
• Contribute to the development and refinement of our claims submission product, working with our product and operations teams
• Stay up-to-date on industry trends, regulatory changes, and payer policies that impact mental health billing

Requirements

• 2+ years of experience in mental health or behavioral health billing
• Experience working in the healthcare space, dealing directly with providers and patients
• Strong understanding of CPT coding, insurance claim processing, and payer reimbursement models for psychiatric services
• Familiarity with electronic health record (EHR) systems and practice management software
• Excellent verbal and written communication skills
• Ability to work 9 am - 5 pm PT Monday - Friday
• Compassion, empathy, and strong attention to detail
• Basic technical knowledge to effectively troubleshoot customer issues with our Engineering team

Nice to haves

• Knowledge of billing for TMS, Spravato, and other interventional psychiatric treatments
• Experience utilizing ticketing systems in a customer-facing role
• Experience using Change Healthcare's clearinghouse system (ConnectCenter)
• Relevant certifications (e.g., CMPE, CRCP)
• Experience with data analytics tools and generating actionable insights from RCM data

About Us & More

• The tl;dr: we're a tight-knit group of intellectually rigorous, highly collaborative, deeply caring, and fun team members. We take the work that we do very seriously, but we don’t take ourselves too seriously. Sometimes you’ll catch us singing karaoke, making memes, or going out for a run together.
• Our co founders, Lucia and Jimmy, made it to the Forbes 30 under 30 list 
• We were ranked as one of CB Insights top digital health companies of 2021

Some candidates may see the list above and feel discouraged because they don't match all the items. Please apply anyway: there's a good chance you also have important skills we’ve missed! We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, underrepresented people of color, LGBTQ+ people, veterans, and people with disabilities.

Osmind is a public benefit corporation and platform for clinicians and researchers advancing new life-saving mental health treatments. We recently published our first Public Benefit Report that chronicles how our team of scientists, technologists, and psychiatrists have been working to help solve the worldwide mental health crisis, advance responsible innovation and research, and help ensure robust access to care for patients of all backgrounds. Read the report here: https://www.osmind.org/pbc.