Accounts Receivable Administrator I (Patient Support)

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

The Accounts Receivable Administrator I (Patient Support) is responsible for managing inbound billing inquiries from current patients, their support persons, and healthcare professionals via phone and email. This role assesses each interaction to identify the underlying need and drives the highest possible resolution. Responsibilities also include accurately documenting all communications within the Client Relationship Management (CRM) system and engaging customers with empathy and professionalism to provide clear, precise information and ensures a supportive experience.

Accounts Receivable Administrators (Patient Support) at Tandem are also responsible for:

• Serves as the primary point of contact for inbound billing-related inquiries via Genesys phone queue and email from patients, support persons, and healthcare professionals.
• Assesses each interaction to determine the root cause of the issue and drives timely, accurate resolution, prioritizing first-call resolution whenever possible.
• Provides clear guidance regarding billing status, insurance requirements, payment options, claim outcomes, and account balances.
• Documents all customer interactions thoroughly and accurately within the Client Relationship Management (CRM) system in accordance with departmental standards.
• Navigates internal billing platforms and payer guidelines to resolve claim discrepancies and reimbursement questions.
• Escalates complex issues appropriately while maintaining ownership of the case through resolution.
• Collaborates with Customer Sales Support and internal revenue cycle teams to ensure data accuracy and prevent recurring billing errors.
• Maintains compliance with all regulatory requirements, HIPAA standards, and departmental Standard Operating Procedures (SOPs).
• Meets established performance metrics including quality, productivity, responsiveness, and service level expectations within the inbound queue.
• Confirms completion of required training plan before assuming job responsibilities.
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Other responsibilities as assigned.

WHEN & WHERE YOU’LL WORK:

Hybrid/Remote: This position is open to candidates in the United States and will work in a hybrid or remote capacity depending on where candidates are located. Equipment for the role will be provided, and training will occur remotely.

Schedule: This position will work Monday - Friday from 6:30 AM - 3:00 PM PST. Candidates must be flexible to work Pacific Standard hours if living in Mountain, Central, or Eastern time zones.

WHAT YOU'LL NEED:

Knowledge, skills & abilities:

• Understanding of medical billing, insurance claim processing, and follow up procedures.
• Understanding of all data required on a Health Care Financing Administration (HCFA) 1500 billing form.
• Knowledge of billing codes and modifiers assigned by the Centers for Medicare and Medicaid Services (CMS).
• Ability to understand Explanation of Benefits provided by heath care providers.
• Knowledge of claims clearing houses and the basic functionality of these services.
• Strong problem-solving skills with the ability to assess situations quickly and determine appropriate resolution pathways.
• Demonstrated ability to effectively communicate over the phone with customers and insurance companies to resolve clear-cut issues and answer questions according to department protocols and requirements.
• Able to effectively share information related to work product in verbal and written form.
• Demonstrated ability to manage multiple systems simultaneously while maintaining accuracy and professionalism.
• Demonstrated ability to work accurately, to follow instructions and schedules, and handle multiple priorities.
• Ability to meet productivity, quality, and service-level performance standards in a structured call queue environment.
• Experience with MS Office suite (Word, Excel, and Outlook), Internet, & customer relationship management systems (CRM).

Minimum certifications/educational level:

• Bachelor’s degree (B.A/B.S.) in related field or combination of equivalent education and applicable work experience.

Minimum experience:

• 2 years’ experience in medical billing or equivalent experience.
• Experience in a HIPAA controlled environment.
• Experience in billing durable medical equipment, preferred.
• Experience in diabetes or other disease management device/diagnostics, preferred.

COMPENSATION & BENEFITS:

The starting base hourly pay range for this position is $22.00 - $24.50. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate’s location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts. You’ll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan. Learn more about Tandem’s benefits here!

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

SPONSORSHIP: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHY YOU’LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!

APPLICATION DEADLINE:
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

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