Billing Analyst

Overview

Join a leading group insurance provider serving over 55,000 customers and covering more than 50 million employees and family members. This role is part of a Group Benefits team delivering life, disability, dental, vision, and voluntary benefits solutions tailored to employers and their workforces. The position involves collaborating with customers, brokers, and partners to expand offerings and enhance digital experiences.

Location

This is a virtual position within commutable distance to offices in Tampa, FL; Aurora, IL; St. Louis, MO; and Oriskany, NY, with monthly travel to the office required.

Responsibilities

• Build and maintain strong relationships with group customers and internal partners.
• Serve as a key contact for internal partners on billing issues, working effectively with internal and external contacts to resolve problems.
• Respond directly to group customers regarding billing inquiries and issues; participate in escalation calls as a billing expert with customers, brokers, sales, and service teams.
• Conduct proactive outreach to customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remittances, missing payments, and overpayments.
• Provide situation-specific alternatives and solutions to assist customers.
• Educate customers on billing and remittance processes, providing ongoing guidance during implementation, welcome calls, and throughout the customer relationship.
• Perform critical billing functions including daily review and analysis of error reports, suspense management, billing versus remit discrepancies, billing master schedule updates, final bill hold review and release, eligibility updates, and identification and resolution of discrepancies.
• Monitor billing transmission and payment processes proactively to prevent issues and avoid escalations; collaborate with customers and partners to adjust data protocols or processes as needed.
• Complete group-level reconciliations and payment history reviews.
• Determine appropriate cash allocation and provide direction to the Remittance Department for proper premium application.
• Make decisions regarding refunds, write-offs, and reinstatements.

Required Qualifications

• Minimum of 2 years of business experience.
• Excellent customer service and relationship-building skills with clear verbal and written communication abilities.
• Ability to handle high-pressure situations tactfully.
• Strong math and problem-solving skills.
• High attention to detail and analytical thinking.
• Advanced proficiency in Excel.
• Ability to multitask, strong organizational skills, and capability to work independently and collaboratively.
• Adaptability to change, effective time management, prioritization skills, and ability to meet deadlines.

Preferred Qualifications

• Bachelor’s degree in a related field.
• Working knowledge of multiple billing/administrative systems such as UIS, CBS, and CDF.
• Familiarity with eligibility and enrollment processes, customer payroll schedules, and pay dates.

Compensation & Benefits

• Salary range: $50,000 - $65,000.
• Eligibility for annual short-term incentive compensation and stock-based long-term incentives, subject to plan terms.
• Comprehensive benefits including medical, prescription drug, vision, dental insurance.
• No-cost short- and long-term disability coverage.
• Company-paid life insurance and legal services.
• Retirement pension fully funded by the employer and 401(k) with employer matching.
• Group discounts on voluntary insurance products such as auto, home, pet, critical illness, hospital indemnity, and accident insurance.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave, paid time off, paid holidays, volunteer time off, tuition assistance, and more.

Equal Opportunity & Workplace Policies

The employer is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, creed, sex (including pregnancy or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (with legal authorization to work in the U.S.), uniformed service member or veteran status, or any other protected characteristic under applicable law.

Accommodations for disabilities are available upon request and handled confidentially.

The workplace is drug-free.

Note: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.