Operations Specialist - Billing and Collections

About Thatch

For most people, health insurance is something that happens to them: a plan chosen by someone else, with little room to fit their life. Thatch is changing that. We help companies give every employee a real healthcare budget instead of a one-size-fits-all plan, so people can choose the coverage and care that works for them, and employers get predictable costs they can control.

It’s a simple idea, but making it real means solving hard problems across healthcare, payments, and technology, and we’re just getting started. We look for people who like solving complex problems, use good judgment, and are comfortable working through ambiguity. People here care deeply about our customers, take real responsibility for what gets built, and are driven by doing work that matters.

What you'll do

• Own and manage a high-volume queue of billing and collections tasks, resolving overdue invoices and unpaid PEPM charges with employers.
• Investigate and resolve billing discrepancies — coverage corrections, double-billing, and refund scenarios — using our billing and Stripe payment records.
• Make independent, judgment-based decisions on collections strategy: when to follow up, escalate, extend flexibility, or involve leadership, balancing collection outcomes with the employer relationship.
• Reconcile billing and payments as part of employer offboarding and churn, ensuring refunds and outstanding balances are resolved before an employer is churned.
• Build out and maintain Standard Operating Procedures (SOPs) for billing and collections, and partner with Engineering to improve our collections tooling as we scale.
• Collaborate with Support, Compliance, Carrier Operations, and Engineering to resolve distinct employer billing needs and flag systemic issues.

Background we're looking for

• 2+ years of direct experience in billing, collections, accounts receivable, or a similar operations role, ideally in a high-growth or high-volume environment.
• Demonstrated success managing a high-volume queue independently, with strong prioritization and follow-through.
• Excellent judgment — comfortable making case-by-case decisions on collections and escalation without needing step-by-step direction.
• Strong analytical skills; comfortable reconciling invoices, payments, and ledgers to identify and explain discrepancies.
• Well-developed written and verbal communication skills, including comfort delivering difficult financial conversations to customers.
• Bachelor's degree required 
• Ability and willingness to work onsite in our Austin, TX office

Experience we’d be particularly excited about

• Experience in health insurance, benefits, or fintech billing/collections.
• Familiarity with Stripe or similar payment platforms and reconciling payments against invoices.
• Experience working cross-functionally with Engineering to improve internal tooling.
• A track record of success and recognition in a fast-paced, high-growth environment.

What to expect

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:

• 30 minute video meeting to talk through your background and interest in Thatch
• 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute video meeting to meet 2-3 members of the team
• 30 minute video meeting with the hiring manager to work through a live case study
• 30 minute video meeting with our founders to discuss your approach to culture and our operating principles