RCM Support Specialist

Osmind is an industry-leading interventional psychiatry group at the forefront of some of the most exciting advancements in mental health care, serving patients with some of the highest-acuity needs in behavioral health. None of that works if our customers aren't getting paid. When unpaid accounts receivable or cash flow problems arise, customers, our Customer Success Managers (CSMs), and our internal teams need a knowledgeable partner who can quickly explain what's happening, why, and what to do about it.

That partner is you. As our RCM Support Specialist, you'll be the first responder on revenue cycle tickets from our customers, the go-to revenue cycle expert for Customer Success and our internal revenue cycle teams, and a key support for our software-only RCM customers. Your focus is helping resolve unpaid A/R and protect cash flow across the full revenue cycle.

This is an internal support and advisory role, not a claims production role. You'll work across all accounts, supporting customers and colleagues wherever the need is greatest, and you'll be measured on the quality, clarity, and timeliness of the support you provide, not on claims worked or follow-up volume.

Osmind is a fast-growing startup, so processes are still being built and priorities change. If you like building structure as you go, there is real room to grow, including into a lead role as the team expands.

The ideal candidate combines two things that rarely show up together: deep revenue cycle expertise and a genuine strength in customer service, with polished written communication for customers and clear, concise verbal communication with internal teams. You're also someone who cares about the mission: you're passionate about revenue cycle, and just as passionate about helping behavioral health providers deliver care to the patients who need it most.

Help resolve unpaid A/R and protect cash flow

• Own incoming revenue cycle tickets in our ticketing system, so the claims specialists working accounts don't have to
• Investigate payment, denial, and billing questions across the full revenue cycle, from eligibility and prior authorization through claim submission, adjudication, payment, and A/R follow-up
• Write clear, empathetic, customer-service-oriented responses that resolve the issue or set accurate expectations

Be the RCM subject matter expert for Customer Success

• Serve as the direct resource for CSMs with questions on general revenue cycle topics, Osmind-specific processes, or specific claims
• Help CSMs prepare for and navigate escalated customer situations with accurate context, recommended responses, and solutions
• Answer broad healthcare and revenue cycle questions, including from colleagues and customers who are new to revenue cycle, drawing on industry trends and what you've seen firsthand working claims

Partner with our internal revenue cycle teams

• Work alongside the staff who work claims, eligibility, and prior authorizations to understand trends, communicate findings, and close the loop
• Translate what's happening on claims and prior authorizations into clear, concise explanations for Customer Success and other teams

Support our software-only RCM customers

• Become an expert in Candid, our RCM platform, and use that knowledge to help software-only customers get the most out of it
• Support customers with Candid setup and configuration, including rules engines, workflows, and account-level settings
• Troubleshoot platform functionality questions and issues, and guide customers through features and best practices
• Escalate platform bugs or configuration needs to the appropriate internal team with clear, concise context

Surface trends and drive product feedback

• Identify patterns across tickets and escalations…