Operations Specialist, Billing and Collections

Responsibilities

• Own and manage a high-volume billing and collections queue, resolving overdue invoices and unpaid PEPM charges with employers.
• Investigate and resolve billing discrepancies, including coverage corrections, double billing, and refunds, using billing and Stripe payment records.
• Make independent decisions about collection strategies, including when to follow up, escalate, extend flexibility, or involve leadership.
• Reconcile billing and payments during employer offboarding and churn, ensuring refunds and outstanding balances are resolved.
• Build and maintain standard operating procedures for billing and collections.
• Partner with Engineering to improve collections tooling.
• Collaborate with Support, Compliance, Carrier Operations, and Engineering to resolve employer billing needs and identify systemic issues.

Requirements

• 2+ years of direct experience in billing, collections, accounts receivable, or a similar operations role.
• Experience independently managing a high-volume queue with strong prioritization and follow-through.
• Strong judgment in handling collections and escalation decisions.
• Strong analytical skills, including reconciling invoices, payments, and ledgers.
• Excellent written and verbal communication skills, including handling difficult financial conversations with customers.
• Bachelor's degree required.
• Ability and willingness to work onsite in the Austin, Texas office.

Nice-to-haves

• Experience in health insurance, benefits, or fintech billing and collections.
• Familiarity with Stripe or similar payment platforms.
• Experience working cross-functionally with Engineering to improve internal tooling.
• Success in a fast-paced, high-growth environment.

Compensation

• Estimated annual compensation range: $74,000–$95,000 USD.