Customer Support Specialist – Billing

About the Role

We are looking for a Customer Support Specialist with a strong billing mindset to join Ocean Friends. In this role, you’ll be on the front lines helping pediatric therapy practices navigate claims, payments, ERAs, denials, and billing workflows—often turning frustration into relief in a single conversation.

This is not a ticket-factory role. You’ll work closely with clinics, internal product and engineering teams, and our AI systems to solve real operational problems and continuously improve how billing works at scale.

If you enjoy problem-solving, learning how complex systems work, and helping customers feel genuinely supported, you’ll thrive here.

What You’ll Do

Support clinics with insurance billing workflows, including claims submission, rejections, denials, ERAs, and payment posting

Investigate and resolve billing issues across payers, clearinghouses, and practice workflows

Explain billing concepts clearly to non-technical users (front desk staff, billers, practice owners)

Monitor billing queues, identify patterns, and proactively flag systemic issues

Work closely with product and engineering to improve billing automation and reduce manual work

Help onboard new clinics by guiding them through billing setup and best practices

Contribute to internal documentation and training materials

What We’re Looking For

Highly organized, detail-oriented, and comfortable juggling multiple tasks

Curious mindset: you want to understand why something broke, not just patch it

Comfortable working in a fast-moving startup environment with evolving processes

Nice to Have

Experience with EMRs, clearinghouses, or practice management systems

Prior customer support experience in a SaaS or healthcare tech company

Why Ocean Friends

Fast-growing, profitable startup with real traction

Direct impact—your work helps clinics get paid and families get care

Smart, kind teammates who care about doing things the right way

Opportunity to grow into billing ops, product, or leadership roles