Customer Specialist

A LITTLE BIT ABOUT Boldr Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES Meaningful connections start with AUTHENTICITY We do our best work by being CURIOUS We grow by remaining DYNAMIC Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships we’ll always find EMPATHY WHAT IS YOUR ROLE As an Insurance Billing Specialist (Customer Specialist) , your role is to execute accurate, timely, and compliant billing workflows that help customers access the products and services they need. You will own day-to-day tasks across the full billing cycle, including insurance eligibility verification, claims submission, Explanation of Benefits (EOB) interpretation, appeals, and aged account resolution. With deep product and payer knowledge, you will function as a subject matter expert, resolving complex billing issues with minimal oversight and contributing to the continuous improvement of billing operations. Your attention to detail and ability to navigate payer rules will directly reduce delays and confusion for customers during a critical time. You will collaborate closely with teammates and cross-functional partners to ensure a seamless billing experience from start to finish. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. WHAT WILL YOU DO Verify insurance: Conduct timely and accurate eligibility checks and benefit investigations through payer portals and phone outreach to ensure claims are submitted correctly from the start Submit and track: Enter and monitor Durable Medical Equipment (DME) claims across multiple platforms, troubleshoot billing issues, and proactively follow up to reduce denials and accelerate reimbursement Review and resolve: Analyze explanation of benefits (EOBs) for errors, missing payments, or misapplied patient responsibility, then determine and execute the correct resolution path Draft and submit: Write detailed, well-supported appeals that address denial reasons clearly and improve chances of successful claim recovery Investigate and escalate: Work aging reports weekly to identify unpaid or incorrectly paid claims, collaborate with payers or escalate internally as needed to drive resolution Communicate clearly: Provide clear and empathetic responses to patients with billing questions, helping them understand their benefits and out-of-pocket costs without confusion Collaborate cross-functionally: Work with Billing teammates, Customer Experience, Fulfillment, and cross-functional partners to identify process gaps and improve billing operations end to end Leverage AI: Use AI-enabled tools that assist with eligibility, claims validation, and documentation to improve efficiency while maintaining billing accuracy and compliance Support families: Ensure timely access to medically necessary DME by reducing billing friction, shortening reimbursement cycles, and ensuring every claim is processed with care Role Expectations Requirements WHAT WE’LL LIKE ABOUT YOU YOU ARE… Curious and authentic, just like us! #beboldr An analytical and critical thinker, with an eye for even the most minute of details Passionate about client satisfaction. Self-starter, motivated, and results driven Ability to function effectively in a fast-paced environment and can quickly learn new skills to meet the organization’s needs. Organized and detail-oriented. Always up-to-date in documentation and record creation. YOU HAVE… 3+ years of direct experience in DME billing and insurance reimbursement, managing the full claim lifecycle from eligibility verification through appeals and collections. Confidence reviewing EOBs, identifying payment discrepancies, denials, and adjustments, and taking appropriate follow-up action with minimal oversight. A working understanding of Current Procedural Terminology (CPT), HCPCS, ICD-10, and relevant DME billing regulations such as HIPAA, CMS, and ERISA, applied accurately in your daily work. Strong written communication and interpersonal skills, able to explain complex billing issues clearly and professionally to patients, internal teams, and payers. Confidence to ask questions when unsure about something or flag issues to the appropriate teams. Proficiency in CRM/billing software and customer service platforms (NikoHealth, Zendesk, Slack). Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications. A team-first mentality with high attention to detail and a proven ability to produce high-quality work consistently, even at high volume. Openness to using AI tools that improve workflow efficiency and accuracy, and willingness to adapt as the team adopts new technologies.