Support Subject Matter Expert, Elation Billing - Elation Health

About Elation Health

Elation Health is deeply committed to helping independent primary care practices take better care of their patients. Since 2010, we've built a clinical-first, collaborative EHR platform — and with the addition of Elation Billing, we're bringing that same clinical-first philosophy to the revenue side of the practice, so billing works with the chart instead of around it.

The Role

Elation Health is searching for a Support Subject Matter Expert in Elation Billing — someone who has already done real medical billing and revenue cycle management work, not someone learning it on the job. This is a hands-on, case-based role embedded directly in our support queue: you'll bring practitioner-level RCM judgment to the billing cases our Technical Support Specialists can't fully resolve through process or AI-assisted troubleshooting alone, and you'll help the rest of the team get sharper at spotting those cases in the first place.

This isn't a back-office consulting role. You'll be working live cases day to day alongside our support team, diagnosing whether an issue is a product bug, a payer-specific quirk, or a mismatch between how a practice actually operates and how they've configured their billing workflow — then resolving it with the kind of judgment that only comes from having sat inside a claims lifecycle before.

Responsibilities

• Serve as the Elation Billing product line's embedded RCM expert, owning complex billing and revenue cycle cases that require practitioner-level judgment — claims lifecycle issues, CPT/ICD-10 coding logic, payer adjudication and denial patterns, A/R and collections workflows.
• Act as the go-to resource for case swarms and escalations within Elation Billing whenever a Technical Support Specialist's investigation surfaces a billing nuance beyond scripted troubleshooting.
• Diagnose a practice's underlying billing context — payment model (insurance-taking vs. DPC), staffing structure, and prior workflow choices — to distinguish genuine product issues from configuration or workflow mismatches, rather than treating every case as a symptom in isolation.
• Partner with Product and Prod Dev, turning recurring billing edge cases, payer-specific patterns, and denial trends into structured feedback that can inform the roadmap.
• Contribute to and maintain the team's billing-related knowledge base, SOPs, and macros, and help calibrate the AI Case Assistant's billing-related suggestions so resolutions compound across the team rather than living only in your own case history.
• Help build the broader team's baseline RCM literacy — sharing real-world billing context so Specialists can better anticipate the issues different practice types are prone to.
• Track and report on billing-case quality and resolution metrics within your scope, and flag systemic patterns rather than resolving the same root cause case-by-case indefinitely.

Requirements

• 3+ years of hands-on medical billing / revenue cycle management experience — claims submission, payer follow-up, denial management, and A/R — brought in from outside a support organization, not built up through support tenure.
• Working fluency in CPT/ICD-10 coding logic, claims adjudication, and payer-specific billing rules across commercial and government payers.
• Experience working within an EHR, practice management, or medical billing platform (e.g., Epic, athenahealth, Waystar, or similar).
• Strong written and verbal communicator, able to translate complex billing and RCM concepts into clear guidance for both practices and internal teams.
• Comfortable working directly in a live case queue — this is a frontline, hands-on role, not a periodic-consulting one.
• Self-directed and detail-oriented, with the judgment to know when a case needs to go beyond a scripted answer.

Preferred Qualifications

• Certification such as CPB (Certified Professional Biller), CRCR (Certified Revenue Cycle Representative), or CHFP (in progress or completed).
• Prior experience supporting independent primary care or small-group practices specifically.
• Experience on a support, customer success, or implementation team at a SaaS/EHR company.
• Exposure to AI-assisted support or case-management tooling.
• Six Sigma, Lean, or other process-improvement background.