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Customer Care Specialist

Remote position, United States only


Are you a problem-solving guru with a passion for customer support? Therapy Brands is seeking a Customer Support Specialist to join their team. As the tier 2 support point, you'll be the go-to expert for troubleshooting and resolving complex customer issues. With a focus on non-standard technical and workflow problems, you'll provide top-notch training and support to ensure customer satisfaction. If you have fantastic customer focus, great communication skills, and experience in medical billing or claims, this could be the perfect role for you. Don't hesitate - apply today and let's explore the exciting possibilities together!

Job Description

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at

Job Description

The Customer Support Specialist is the tier 2 support point within the Medical Billing Customer Support Team for issues that cannot be resolved. In this role, you'll be trained to be the subject matter expert in our products, and you’ll be responsible for troubleshooting and resolving complex, non-generic customer issues.


  • Work with clients to resolve non-standard technical and workflow issues
  • Provide product training and support for customers
  • Assist customers in processing incoming ERA claims
  • Escalating technical issues that could not be resolved
  • Assist in the creation of knowledge based articles and other support bulletins
  • Document discussions and issues in the CRM system
  • Provide training and support for customers regarding their medical billing and medical claims
  • Troubleshooting medical claims denials and rejections
  • Ensure customer and partner inquiries are responded to in a timely manner
  • Research, resolve, and respond to customer concerns received via email, telephone, or escalations, and provide support on desktop systems
  • Provides end user training where required

Core Competencies Needed for Success in the Role

  • Fantastic customer focus
  • Great communication
  • Medical Billing, Medical Office, Medical Claims experience preferred
  • Technical skills are a plus
  • Data gathering and analysis skills


  • 3-5 years of experience in providing customer support
  • Great written, verbal, and listening skills
  • Possesses strong customer support skills
  • Experiencing handling multiple priorities
  • Great time and task management skills
  • Medical Billing, Medical Billing, Medical Claims experience is highly preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.

While we have outlined some key qualities we typically seek, it is essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they are not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate - apply today and let's explore the exciting possibilities together!

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.

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About Therapy Brands

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