Revenue Cycle Support Lead - CT Revenue

Job Description

Job Description

About PracticeTek 

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! 

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. 

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. 

At PracticeTek, you’ll get to: 

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. 

• Team up with passionate, talented people who care deeply about patients, providers, and making a difference. 

• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. 

• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. 

Why You’ll Love It Here 

As part of the TekTribe, you’ll enjoy: 

• Comprehensive health, dental, and vision coverage options 

• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing 

• Flexible paid time off, sick time, and 10 company-paid holidays 

• 401(k) plan with company match to help you build your future 

• Culture Committee driving initiatives that spark connection, fun, and belonging 

• A workplace powered by innovation, collaboration, and energy every day 

What You’ll Do 

Here's how you'll help us bring our mission to life and show up as a Trusted Partner: 

The CT Revenue Support Lead is the senior operational and subject-matter resource for customer support questions involving CT Revenue, chiropractic billing, coding documentation, and revenue cycle workflows. This role is the strongest SME and trainer for the support organization, helping ensure customers receive accurate, consistent, and timely support, leading complex escalations, developing the team's billing and coding knowledge, and connecting recurring customer issues to Product, Engineering, Revenue Cycle, Implementation, Data Science, and other internal partners. The role does not own or execute customer billing operations. Its focus is support quality, customer education, investigation, escalation management, team enablement, governed product feedback, and continuous improvement. 

• Lead complex CT Revenue support escalations involving chiropractic billing and revenue cycle workflows while maintaining clear boundaries around customer billing ownership. 

• Establish consistent support standards for billing-related questions, case investigation, documentation, escalation, and customer communication. 

• Coach and develop support specialists and senior specialists so the team can resolve more customer questions accurately at the right level. 

• Partner cross-functionally to distinguish customer education needs from billing questions, product issues, configuration gaps, and defects. 

• Use support trends and customer feedback to improve knowledge, workflows, product experience, and operational performance. 

Essential Responsibilities 

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: 

Escalation Leadership & Customer Outcomes 

• Serve as the highest-level support resource for complex customer questions involving claims, denials, payer responses, payment information, reimbursement concepts, and chiropractic workflows. 

• Guide the team in providing clear explanations and supportable next steps without making customer-specific billing decisions or assuming responsibility for the customer's billing operation. 

• Coordinate high-impact or sensitive escalations across Product, Engineering, Revenue Cycle, Implementation, Compliance, and leadership as appropriate. 

• Ensure escalated cases have clear ownership, complete documentation, timely updates, and a documented resolution or handoff. 

Chiropractic & Revenue Cycle Subject-Matter Leadership 

• Maintain advanced working knowledge of CMT, including 98940, 98941, and 98942, along with E/M, therapy, rehabilitation, CPT, HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, documentation requirements, claim lifecycle, and payer response concepts. 

• Help the team accurately explain Medicare chiropractic concepts, active treatment versus maintenance care, medical necessity, documentation requirements, authorizations, visit limits, and common denial patterns. 

• Ensure specialized scenarios such as personal injury, workers' compensation, coordination of benefits, and payer-specific policy questions are routed to the appropriate authoritative resource. 

• Partner with internal billing and compliance experts to keep support guidance current and to prevent unsupported or overly definitive customer advice. 

Suggested Coding & Documentation Quality 

• Review encounter notes and SOAP notes against CT Revenue Suggested Coding outputs to validate whether documentation supports the suggested CPT/HCPCS, ICD-10-CM, modifiers, diagnosis-to-procedure relationships, medical necessity, and other coding requirements. 

• Identify incorrect, unsupported, incomplete, or missed coding suggestions; document the evidence and label the issue clearly for Product and Data Science. 

• Own a coding-quality feedback loop that translates human SME review into prioritized improvement opportunities while keeping coding suggestions advisory and subject to human review; system output must not become autonomous coding enforcement. 

• Train and calibrate support specialists on encounter-note compliance, documentation support, coding boundaries, and when to escalate to an authoritative coding or compliance resource. 

• Lead practical review of denials, appeals, payment posting, and reconciliation scenarios, including maintenance and enhancement of CARC/RARC denial-code-to-workflow mapping logic and its documentation. 

Rule Management & Governance 

• Coordinate human-in-the-loop review of AI-generated and human-generated rule candidates, evaluating supporting evidence, run quality, proposal precision, and false-positive risk before any change is advanced. 

• Make or facilitate documented promote, reject, or defer decisions for candidates entering the governed Rules Registry lifecycle; AI may propose, but human review determines what proceeds. 

• Drive closed-loop learning with Product, Engineering, and Data Science by labeling outcomes, monitoring precision and false positives, and using rejection and denial signals to improve future rule discovery without allowing model output to become autonomous enforcement. 

• Coordinate with Product and R&D on rule-engine capability gaps, including schema and operator additions, rule-console usability, and other tooling needed for safe review and maintenance. 

• Communicate upcoming enforcement changes to internal operations and customers ahead of promotion, with the relevant evidence and monitoring expectations attached. 

Team Leadership & Quality 

• Coach support specialists through case reviews, calibration sessions, side-by-side troubleshooting, and targeted skill development. 

• Establish expectations for response quality, documentation, escalation judgment, case ownership, and customer experience. 

• Support onboarding and ongoing training for CT Revenue, revenue-cycle fundamentals, chiropractic billing, and payer workflow concepts. 

• Review quality and performance data to identify coaching needs, process gaps, and opportunities to improve first-contact resolution. 

Knowledge, Product Feedback & Continuous Improvement  

• Own the quality and consistency of internal support content for billing-related CT Revenue workflows, including knowledge articles, troubleshooting guides, escalation paths, and decision trees. 

• Analyze recurring case drivers and customer friction to identify product usability issues, training opportunities, or systemic workflow problems. 

• Provide structured, evidence-based feedback to Product and Engineering and help validate whether reported behavior is expected, configuration-related, data-related, or a product defect. 

• Maintain a clear operational view of denials, appeals, payment posting, reconciliation, payer responses, and CARC/RARC mapping gaps so recurring workflow issues can be escalated, explained, and improved without taking over the customer's billing work. 

• Partner with Support Operations to improve workflows, routing, service levels, reporting, and operational visibility for revenue-cycle-related support. 

Support Performance & Operational Excellence 

• Monitor customer satisfaction, response and resolution times, escalation volume, first-contact resolution, case quality, and recurring billing-related support drivers. 

• Use support data to improve team capacity, case routing, training priorities, and escalation effectiveness. 

• Promote a culture of accountability, learning, customer empathy, and disciplined problem solving across the CT Revenue support team. 

Your unique talents are what makes you shine. For this role, success looks like: 

• 5+ years of experience in medical billing, revenue cycle management, healthcare technology support, or a related healthcare customer-facing function preferred. 

• 3+ years of chiropractic billing experience strongly preferred, with advanced familiarity with common CMT, E/M, therapy, modifier, Medicare, denial, and payer workflows. 

• Previous experience as a team lead, senior support specialist, escalation lead, supervisor, or equivalent customer-support resource preferred. 

• Strong knowledge of CPT, ICD-10-CM, HCPCS, claims, EOB/ERA concepts, payer processes, reimbursement terminology, and common revenue-cycle workflows. 

• Demonstrated ability to translate complex billing concepts into accurate, understandable customer guidance while recognizing when authoritative escalation is required. 

• Strong leadership, coaching, communication, de-escalation, analytical, and cross-functional problem-solving skills. 

• Experience developing support documentation, training materials, quality standards, or operational playbooks is preferred. 

• Experience with SaaS support systems, healthcare software, EHR/practice-management platforms, payer portals, or clearinghouse workflows is preferred. 

• Required relevant experience: CPC-level physician or outpatient coding and encounter-note/SOAP-note compliance expertise is the highest-priority qualification. The candidate must hold CPC, CPB, CRCR, or a comparable recognized healthcare coding, billing, or revenue-cycle credential, or demonstrate equivalent depth of relevant experience. CPC is strongly preferred for coding and documentation leadership; CPB is especially relevant to near-term denials and billing operations, and CRCR is valuable as the role expands into broader revenue-cycle management. 

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together. 

The Fine Print (That Really Matters)  

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. Compensation for this position will be established in accordance with the approved range for the role. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. 

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.