Billing Analyst

Overview

This role involves providing billing administration and solutions for Regional and National Account group customers using Property & Casualty Payroll Deduct and Direct Billing methods. The position is responsible for managing the overall customer billing experience and delivering service excellence.

Location

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 the 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 as needed.
• Conduct proactive outreach to customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remittances, missing payments, and overpayments.
• Offer situation-specific alternatives and solutions to assist customers.
• Educate customers on billing and remittance processes and provide ongoing guidance and support 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 D&U.
• Monitor billing transmission and payment processes proactively to prevent issues and avoid escalations, potentially working with customers and partners to change data protocols or processes.
• 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.

Requirements

• 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 with tact.
• Strong math and problem-solving skills.
• High attention to detail and analytical thinking.
• Advanced knowledge of Excel.
• Ability to multitask, strong organizational skills, and capability to work independently and in a team environment.
• 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.
• Comprehensive benefits including medical, prescription drug, vision, dental insurance, and no-cost short- and long-term disability.
• 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 including 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 & Compliance

The employer is an Equal Opportunity Employer and makes all employment decisions without regard to protected characteristics such as race, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, marital status, veteran status, or any other characteristic protected by law.

The organization maintains a drug-free workplace and complies with applicable laws regarding employment practices, including prohibitions on lie detector tests in Massachusetts.

Accommodations for applicants with disabilities are available upon request during the application process.