The posting
About the Role
Osmind is an industry-leading interventional psychiatry group at the forefront of some of the most exciting advancements in mental health care, serving patients with some of the highest-acuity needs in behavioral health. None of that works if our customers aren't getting paid. When unpaid accounts receivable or cash flow problems arise, customers, our Customer Success Managers (CSMs), and our internal teams need a knowledgeable partner who can quickly explain what's happening, why, and what to do about it.
That partner is you. As our RCM Support Specialist, you'll be the first responder on revenue cycle tickets from our customers, the go-to revenue cycle expert for Customer Success and our internal revenue cycle teams, and a key support for our software-only RCM customers. Your focus is helping resolve unpaid A/R and protect cash flow across the full revenue cycle.
This is an internal support and advisory role, not a claims production role. You'll work across all accounts, supporting customers and colleagues wherever the need is greatest, and you'll be measured on the quality, clarity, and timeliness of the support you provide, not on claims worked or follow-up volume.
Osmind is a fast-growing startup, so processes are still being built and priorities change. If you like building structure as you go, there is real room to grow, including into a lead role as the team expands.
The ideal candidate combines two things that rarely show up together: deep revenue cycle expertise and a genuine strength in customer service, with polished written communication for customers and clear, concise verbal communication with internal teams. You're also someone who cares about the mission: you're passionate about revenue cycle, and just as passionate about helping behavioral health providers deliver care to the patients who need it most.
What You'll Do
- Own incoming revenue cycle tickets in our ticketing system, so the claims specialists working accounts don't have to
- Investigate payment, denial, and billing questions across the full revenue cycle, from eligibility and prior authorization through claim submission, adjudication, payment, and A/R follow-up
- Write clear, empathetic, customer-service-oriented responses that resolve the issue or set accurate expectations
- Serve as the direct resource for CSMs with questions on general revenue cycle topics, Osmind-specific processes, or specific claims
- Help CSMs prepare for and navigate escalated customer situations with accurate context, recommended responses, and solutions
- Answer broad healthcare and revenue cycle questions, including from colleagues and customers who are new to revenue cycle, drawing on industry trends and what you've seen firsthand working claims
- Work alongside the staff who work claims, eligibility, and prior authorizations to understand trends, communicate findings, and close the loop
- Translate what's happening on claims and prior authorizations into clear, concise explanations for Customer Success and other teams
- Become an expert in Candid, our RCM platform, and use that knowledge to help software-only customers get the most out of it
- Support customers with Candid setup and configuration, including rules engines, workflows, and account-level settings
- Troubleshoot platform functionality questions and issues, and guide customers through features and best practices
- Escalate platform bugs or configuration needs to the appropriate internal team with clear, concise context
- Identify patterns across tickets and escalations that point to product gaps, rule configuration opportunities, or process breakdowns
- Communicate recommended changes clearly and concisely to our Product team on product enhancements, including what should change and why
What You'll Bring
- Based in the United States. This is a US-based role, and applicants outside the US will not be considered
- Behavioral health revenue cycle experience, or experience in a closely comparable specialty (for example, outpatient psychiatry or therapy practices, substance use treatment, intensive outpatient or partial hospitalization programs, neurology, infusion or physician-administered drug billing, or other specialties with heavy prior authorization and medical necessity requirements)
- Deep, full-cycle revenue cycle knowledge, including eligibility and benefits verification, prior authorization, claim submission, payer adjudication, denials and appeals, payment posting, patient responsibility, and A/R follow-up
- Hands-on experience working claims, so you can understand and explain what is happening on them
- Strong knowledge of the broader U.S. healthcare landscape, including payer behavior and industry trends, and the ability to explain it to people new to revenue cycle
- Demonstrated strength in customer service, with written responses that are warm, clear, and professional, and verbal communication with internal teams that is concise and confident
- Strong investigative and analytical skills, including pulling and interpreting reports and performing root cause analysis on denials and payment issues
- Demonstrated ability to get up to speed quickly on a new RCM system or healthcare service line, and then use that knowledge to support others independently
- Ability to stay calm, constructive, and solution-oriented when stakeholders are frustrated
- Comfort with technology, and a scrappy, adaptable approach to working in a fast-paced startup where processes are still being built, priorities change, and you figure things out as you go
- Genuine commitment to Osmind's mission and to improving access to care for behavioral health patients
- Experience with RCM or practice management platforms (e.g., Apero or similar)
- Experience configuring rules engines or workflow automation in an RCM or practice management platform
- Experience billing TMS, Spravato/esketamine, or ketamine-related services
- Experience working in or alongside a customer success, support, or implementation team
- Experience with ticketing systems (e.g., Pylon, Zendesk)
How You'll Work
- Your two primary partners are Customer Success and our internal revenue cycle teams. You'll be the connective tissue between them, translating what's happening on claims into answers and solutions CSMs can act on.
- You'll also work regularly with Implementation, Product, and other operational teams.
- A team player. When a customer isn't getting paid, they're understandably upset, and that frustration often lands on CSMs. You'll approach these moments with empathy, curiosity, and a drive to help your colleagues solve the problem.
- A clear communicator. You'll distill complex RCM findings into explanations that non-experts can act on.
Some candidates may see the list above and feel discouraged because they don't match all the items. Please apply anyway: there's a good chance you also have important skills we’ve missed! We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, underrepresented people of color, LGBTQ+ people, veterans, and people with disabilities.
