Ventra Health is hiring a Contact Center Escalation Specialist to investigate and resolve patient and client billing escalations tied to balances, payments, and cash posting, with a hard expectation to close escalations fast and keep Posting Managers looped in on coaching opportunities.
About Ventra Health
Ventra is a business solutions provider focused on Revenue Cycle Management (RCM) for facility-based physician groups (anesthesia, emergency medicine, hospital medicine, pathology, radiology). They partner with practices and health systems to improve collections and reimbursement outcomes.
Schedule
- Remote (U.S. nationwide)
- Segment: Emergency
- Work shift time zone: Eastern Time
- Eligible for Ventra performance-based incentive plan
What You’ll Do
- Respond to and resolve patient/client complaints and escalations related to balances and payments
- Research missing payments using EOBs, check/payment details, insurance portals, and payer outreach as needed
- Investigate whether a payment was posted elsewhere in the billing system(s), not just the patient’s account
- Resolve escalated accounts within 24 hours
- Analyze historical data to identify root causes of escalations
- Handle clarifications from an overseas team across legacy and current billing systems
- Post Accounts Payable deposits
- Process electronic 835s and manual payer EOBs: allowables, denials, adjustments, contractuals, recoups, forward balancing
- Interpret EOB remittance codes and apply correct denial codes
- Balance and close payment batches on time
- Flag and communicate coaching opportunities to Posting Managers (clear, detailed, concise email updates)
- Complete special projects for escalated clients under manager direction and meet deadlines
What You Need
- High School Diploma or GED
- 6+ years of cash posting experience (this is the big gatekeeper requirement)
- Strong written/verbal communication: professional, accurate, clear, concise
- Strong attention to detail and sound judgment with sensitive/confidential info
- Positive, encouraging attitude and ability to work in a fast-paced, collaborative environment
- Eligibility/standing requirements listed:
- Average QA score 90%+ for the past 90 days
- Strong attendance (not on attendance counseling)
- Not on disciplinary action
Benefits
- Performance-based incentive plan eligibility
- Discretionary incentive bonus per company policy
- (Base compensation depends on location/experience; exact range not listed here)
Real talk: this role is basically “senior cash posting + escalation firefighter.” If you don’t already have deep 835/EOB posting chops, it’s going to be a mismatch. If you do, this could be a solid remote lane with clear metrics and urgency baked in.
Happy Hunting,
~Two Chicks…