Business Support Representative

Business Support Representative

Job Category:
Insurance

Requisition Number: BUSIN
002067

Job Type: Full-Time

Location:

Indianapolis, IN, 46240, United States

• We offer health, dental, and vision benefits plus HSA incentives
• 401 (k) match with personal finance seminars and one-on-one assistance
• Tuition Reimbursement
• Training and Orientation at our Headquarters in Indianapolis
• Mentorship Onboarding Program
• Employee Recognition Program
• Leadership Development Program
• Health and well-being initiatives through our Employee Assistance Program

The Business Support Specialist serves as a centralized escalation resource for Sales, Field Operations, and Revenue Cycle teams when standard workflows are disrupted. This role is responsible for researching and resolving complex issues, providing guidance on payer requirements and policies, supporting process improvements, and ensuring exceptional service to both internal and external customers. Success in this role requires strong critical thinking, adaptability, communication skills, and the ability to navigate multiple systems and processes effectively.

• Serve as a central point of contact for escalated issues impacting Sales, Field Operations, and Revenue Cycle teams.
• Build and maintain strong working relationships across departments to facilitate collaboration and issue resolution.
• Review and interpret payer policies, documentation requirements, and company procedures to ensure compliance and appropriate application.
• Analyze complex situations and determine the best course of action to resolve workflow interruptions.
• Address issues requiring payer escalation, manual intervention, or specialized guidance.
• Provide support and education on complicated orders, policies, procedures, and workflow requirements.
• Identify process gaps and collaborate with leadership to improve and align processes across departments.
• Ensure policies, procedures, and process documentation are updated as needed.
• Communicate effectively with patients, referral sources, payers, and internal stakeholders, including handling difficult or sensitive conversations professionally.
• Meet departmental performance expectations, including productivity, problem resolution, and communication metrics.
• Participate in special projects and perform additional duties as assigned.

• High school diploma, or higher
• Must have health insurance experience
• Preferred 5+ years of health insurance experience
• Strong computer proficiency with the ability to quickly learn and navigate multiple software systems, portals, and applications, including Microsoft Outlook and Teams.
• Excellent critical thinking and problem-solving skills with the ability to analyze information, interpret requirements, and make sound decisions.
• High attention to detail and accuracy.
• Strong verbal and written communication skills.
• Ability to effectively manage phone conversations, including difficult or complex discussions.
• Adaptability and flexibility in a fast-paced environment with changing processes and responsibilities.
• Strong organizational and time management skills.
• Ability to work independently while also contributing as a collaborative team member.
• Customer-service mindset with a focus on resolution and relationship building.

Equal Opportunity Employer

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