Client Support Specialist II - RCM

About Kipu

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities.

Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it’s through our people that we truly make a difference.

Responsibilities

The Support Specialist – RCM is a Level 2 – Proficient customer support role responsible for independently resolving moderately complex billing and revenue cycle issues across Kipu Health’s platform. This role consistently meets service-level expectations while balancing speed, financial accuracy, compliance, and customer satisfaction.

Support Specialists – RCM apply strong knowledge of revenue cycle workflows, payer processes, system configuration, and integrated product functionality to diagnose and resolve issues impacting charge capture, claims submission, payment posting, reimbursement, and reporting outcomes. This role requires sound judgment, cross-system reasoning, and the ability to clearly explain billing outcomes and documentation requirements correlating to system configuration to a variety of customer personas, including billing managers, finance leaders, and clinical staff.

Case Management & Execution

• Plan daily work effectively, protect focus, and consistently meet SLAs across billing-related support channels.
• Manage multiple revenue-impacting cases with minimal oversight, ensuring timely and accurate follow-through.
• Document cases thoroughly and consistently, including claim details, payer responses, financial impact, and troubleshooting steps; contribute to knowledge base improvements.
• Facilitate and/or complete minor system configuration changes for clients in accordance with predefined support processes.

Communication & Customer Experience

• Explain moderately complex billing workflows, reimbursement outcomes, payer responses, and system behaviors clearly and independently.
• Demonstrate empathy and professionalism when addressing revenue-impacting or financially sensitive concerns.
• Build trust with billing company personnel, billing/rcm managers and operational leaders through proactive updates, ownership, and consistent follow-through.
• Maintain a customer-centric mindset by balancing speed and quality, confirming satisfaction, and providing next-step guidance and consistently meeting CSAT goals.

Quality and Accuracy

• Deliver accurate, compliant resolutions across a broad range of moderately complex RCM issues, often on first attempt.
• Apply strong attention to detail by validating charges, claims status, payment application logic, configuration settings, and documentation completeness.
• Consistently adhere to SOPs, compliance requirements, and service standards.

Problem Solving and Critical Thinking

• Independently diagnose root causes for most billing and reimbursement issues across workflows, including documentation, configuration, and payer-related variables.
• Identify breakdowns spanning clinical documentation, charge capture, claim generation, and payer processing.
• Manage escalations involving financial risk or reimbursement delays, collaborating with Tier III or Product teams as appropriate.
• Propose practical corrective actions or configuration adjustments aligned with intended system behavior.

Collaboration & Professional Conduct

• Maintain emotional regulation and professional composure in high-stakes, revenue-impacting, or escalated/retention based situations.
• Adapt quickly to changes in payer requirements, regulatory updates, product enhancements, and workflow adjustments while maintaining performance standards.
• Provide clear, timely handoffs and proactive communication to internal teams, including Product, Engineering, Implementation, and other Support functions.

Technical and System Proficiency

• Write high-quality reproduction cases with diagnostics, environment details, and clear expected vs unexpected behaviors.
• Apply severity and impact rubrics to support bug triage and accurate escalation
• Validate fixes across environments and support quality assurance through testing and confirmation.
• Demonstrate technical fluency in understanding how EMR documentation, CRM workflows, and billing configuration interact to affect revenue cycle outcomes.
• Identify basic unintended system behavior and form evidence-based hypotheses about root cause when escalating or troubleshooting.

Learning & Knowledge Effectiveness

• Apply knowledge effectively across typical and moderately complex revenue cycle scenarios, supporting consistent service delivery.
• Maintains internal knowledgebase and external help documents to ensure employees and customers have access to self-service learning and troubleshooting resources.
• Guides customers through new and existing product capabilities, clearly demonstrating expected system behavior and recommended best practices to support effective system use
• Demonstrate learning agility by quickly absorbing updates to billing rules, payer logic, and system functionality and applying it to resolve cases accurately.

Product & Industry Knowledge

• Demonstrate strong working knowledge of Kipu products, revenue cyle workflows and best practices across typical customer workflows.
• Complete Kipu require RCM and RCM-related education and passing associated exams with satisfactory level scores
• Resolve common issues across integrated products within the Kipu platform (EMR, CRM, Billing).

Qualifications

• 2–5 years of experience in healthcare billing support, revenue cycle management, healthcare technology, or SaaS support with demonstrated exposure to billing workflows preferred.
• Experience supporting EMR billing modules, clearinghouse interactions, payer workflows, or healthcare reimbursement processes strongly preferred.
• Internal candidates who do not meet the external experience criteria may be considered if they:

• Have a minimum of 12 months of experience in the Associate Support Specialist – RCM role, and
• Demonstrate consistent proficiency across Level I RCM competencies, including resolution accuracy, documentation quality, billing workflow knowledge, and independent case management
• Promotion eligibility will be based on demonstrated competency and sustained performance, not tenure alone.

• Proficient at using various applications including spreadsheet, report writing, project management, word processing, presentation creation/editing, communicate by e-mail
• Familiarity with basic AI-powered tools (such as AI-assisted writing, summarization, or search tools) and the ability to use simple prompts to improve efficiency, accuracy, and documentation quality

Key Attributes for Success

• Highly detail-oriented with the ability to identify discrepancies, patterns, and missing information in billing and revenue cycle workflows, supporting high-quality resolutions and reducing rework.
• Fast processor who can quickly absorb new information, systems, and process guidelines while maintaining accuracy and efficiency in a high-volume support environment.
• Able to effectively prioritize competing tasks and support requests using established urgency and escalation guidelines to consistently meet SLA and response-time expectations.
• Naturally curious and persistent in troubleshooting, with a strong drive to uncover root causes that improve resolution effectiveness and prevent repeat issues.
• Skilled in fact-finding and investigation, able to trace steps, review documentation, and follow workflows to determine where issues originate, strengthening resolution quality and client confidence.
• Enjoys solving complex problems and approaches challenges with a solution-focused, analytical mindset that supports timely case closure and customer satisfaction.
• Comfortable working through ambiguity, asking the right questions, and collaborating with others to resolve issues efficiently while maintaining a positive client experience.
• Demonstrates accountability and follow-through, ensuring client concerns are addressed thoroughly, accurately, and in alignment with performance metrics such as CSAT, quality, and resolution outcomes.

Benefits & Compensation

• Highly competitive salary based on market compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• Employee Career Path Program.
• 401(K) with Company Match.

Kipu Promise

In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.

We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, gender identity, or disability status.