Revenue Cycle Support Lead - CT Revenue
$80k - $90k+ Bonus + Equity
Senior
Remote in USA
Remote
Customer Experience & SupportCustomer Support
About the job
Requirements
- A medical billing or coding certification such as CPB or CPC is required.
- Five or more years of experience in medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function is preferred.
- Three or more years of chiropractic billing experience is strongly preferred, with advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows.
- Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource is preferred.
- Strong knowledge of CPT, ICD-10-CM, HCPCS, claims, EOB/ERA concepts, payer processes, reimbursement terminology, and common revenue-cycle workflows.
- Ability to translate complex billing concepts into accurate, understandable customer guidance while recognizing when authoritative escalation is required.
- Leadership, coaching, communication, de-escalation, analytical, and cross-functional problem-solving skills.
- Experience developing support documentation, training materials, quality standards, or operational playbooks is preferred.
- Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows is preferred.
- CPC-level physician or outpatient coding and encounter-note/SOAP-note compliance expertise is the highest-priority qualification. The candidate must hold CPC, CPB, CRCR, or a comparable recognized healthcare coding, billing, or revenue-cycle credential, or demonstrate equivalent depth of relevant experience. CPC is strongly preferred for coding and documentation leadership; CPB is especially relevant to near-term denials and billing operations, and CRCR is valuable as the role expands into broader revenue-cycle management.
Responsibilities
- Lead complex CT Revenue support escalations involving chiropractic billing and revenue cycle workflows while maintaining clear boundaries around customer billing ownership.
- Establish consistent support standards for billing-related questions, case investigation, documentation, escalation, and customer communication.
- Coach and develop support specialists and senior specialists so the team can resolve more customer questions accurately at the right level.
- Partner cross-functionally to distinguish customer education needs from billing questions, product issues, configuration gaps, and defects.
- Use support trends and customer feedback to improve knowledge, workflows, product experience, and operational performance.
- Serve as the highest-level support resource for complex customer questions involving claims, denials, payer responses, payment information, reimbursement concepts, and chiropractic workflows.
- Guide the team in providing clear explanations and supportable next steps without making customer-specific billing decisions or assuming responsibility for the customer's billing operation.
- Coordinate high-impact or sensitive escalations across Product, Engineering, Revenue Cycle, Implementation, Compliance, and leadership as appropriate.
- Ensure escalated cases have clear ownership, complete documentation, timely updates, and a documented resolution or handoff.
- Maintain advanced working knowledge of CMT, including 98940, 98941, and 98942, along with E/M, therapy, rehabilitation, CPT, HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, documentation requirements, claim lifecycle, and payer response concepts.
- Help the team accurately explain Medicare chiropractic concepts, active treatment versus maintenance care, medical necessity, documentation requirements, authorizations, visit limits, and common denial patterns.
- Ensure specialized scenarios such as personal injury, workers' compensation, coordination of benefits, and payer-specific policy questions are routed to the appropriate authoritative resource.
- Partner with internal billing and compliance experts to keep support guidance current and prevent unsupported or overly definitive customer advice.
- Review encounter notes and SOAP notes against CT Revenue Suggested Coding outputs to validate whether documentation supports the suggested CPT/HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, and other coding requirements.
- Identify incorrect, unsupported, incomplete, or missed coding suggestions; document the evidence and label the issue clearly for Product and Data Science.
- Own a coding-quality feedback loop that translates human SME review into prioritized improvement opportunities while keeping coding suggestions advisory and subject to human review; system output must not become autonomous coding enforcement.
- Train and calibrate support specialists on encounter-note compliance, documentation support, coding boundaries, and when to escalate to an authoritative coding or compliance resource.
- Lead practical review of denials, appeals, payment posting, and reconciliation scenarios, including maintenance and enhancement of CARC/RARC denial-code-to-workflow mapping logic and its documentation.
- Coordinate human-in-the-loop review of AI-generated and human-generated rule candidates, evaluating supporting evidence, run quality, proposal precision, and false-positive risk before any change is advanced.
- Make or facilitate documented promote, reject, or defer decisions for candidates entering the governed Rules Registry lifecycle; AI may propose, but human review determines what proceeds.
- Drive closed-loop learning with Product, Engineering, and Data Science by labeling outcomes, monitoring precision and false positives, and using rejection and denial signals to improve future rule discovery without allowing model output to become autonomous enforcement.
- Coordinate with Product and R&D on rule-engine capability gaps, including schema and operator additions, rule-console usability, and other tooling needed for safe review and maintenance.
- Communicate upcoming enforcement changes to internal operations and customers ahead of promotion, with the relevant evidence and monitoring expectations attached.
- Coach support specialists through case reviews, calibration sessions, side-by-side troubleshooting, and targeted skill development.
- Establish expectations for response quality, documentation, escalation judgment, case ownership, and customer experience.
- Support onboarding and ongoing training for CT Revenue, revenue-cycle fundamentals, chiropractic billing, and payer workflow concepts.
- Review quality and performance data to identify coaching needs, process gaps, and opportunities to improve first-contact resolution.
- Own the quality and consistency of internal support content for billing-related CT Revenue workflows, including knowledge articles, troubleshooting guides, escalation paths, and decision trees.
- Analyze recurring case drivers and customer friction to identify product usability issues, training opportunities, or systemic workflow problems.
- Provide structured, evidence-based feedback to Product and Engineering and help validate whether reported behavior is expected, configuration-related, data-related, or a product defect.
- Maintain a clear operational view of denials, appeals, payment posting, reconciliation, payer responses, and CARC/RARC mapping gaps so recurring workflow issues can be escalated, explained, and improved without taking over the customer's billing work.
- Partner with Support Operations to improve workflows, routing, service levels, reporting, and operational visibility for revenue-cycle-related support.
- Monitor customer satisfaction, response and resolution times, escalation volume, first-contact resolution, case quality, and recurring billing-related support drivers.
- Use support data to improve team capacity, case routing, training priorities, and escalation effectiveness.
- Promote a culture of accountability, learning, customer empathy, and disciplined problem solving across the CT Revenue support team.
Desired Qualifications
- Experience with medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function.
- Chiropractic billing experience, including advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows.
- Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource.
- Experience developing support documentation, training materials, quality standards, or operational playbooks.
- Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows.
- CPC is strongly preferred for coding and documentation leadership; CPB is especially relevant to near-term denials and billing operations, and CRCR is valuable as the role expands into broader revenue-cycle management.
About the company
PracticeTek provides software and payment solutions for retail healthcare clinics, including dental, chiropractic, orthodontics, optometry, and dermatology. It combines multiple SaaS providers into one ecosystem that covers practice management, patient engagement, electronic health records, integrated payments, and analytics, often via acquisitions like Ora Dental, GrowthPlug, and partners such as Tops and EasyRx. The company grows by acquiring and integrating these tools to offer a single, cohesive workflow from patient intake to billing and data insights, with data and payments flowing across the platform. Its goal is to scale an end-to-end software and payments platform across the U.S. and Canada to support more than 40,000 providers.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
San Diego, California
Founded
2020
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Simplify's Take
What believers are saying
- July 15, 2026 Doctible AI Front Office targets front-desk automation and patient capture.
- May 18, 2026 ChiroTouch CT Pay deepens payment capture and lock-in inside chiropractic workflows.
- January 20, 2026 PracticeQ Engage attacks no-shows, a direct revenue leak for clinics.
What critics are saying
- PracticeTek's 2024 OrthoMinds breach exposed employee data, undermining trust in a healthcare vendor.
- Brand sprawl across Doctible, ChiroTouch, PracticeQ, and Ora creates integration drag and support costs.
- If one flagship brand underperforms, consolidation pressure from Lightyear, GSV, and Waud can force divestitures.
What makes PracticeTek unique
- PracticeTek bundles dental, chiropractic, optometry, and dermatology workflows into one operating system.
- Its 2026 launches show vertical depth: Doctible AI Front Office, CT Pay, PracticeQ Engage.
- Private-equity rollup structure keeps niche brands specialized while sharing payments, analytics, and support.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Wellness Program
- Flexible Work Hours
- Remote Work Options
- Hybrid Work Options
- Paid Sick Leave
- Paid Holidays
- 401(k) Retirement Plan
- 401(k) Company Match