Customer Support Specialist – Billing

About the Role

We are looking for a Customer Support Specialist with a strong billing mindset to join Ocean Friends. In this role, you’ll be on the front lines helping pediatric therapy practices navigate claims, payments, ERAs, denials, and billing workflows—often turning frustration into relief in a single conversation.
This is not a ticket-factory role. You’ll work closely with clinics, internal product and engineering teams, and our AI systems to solve real operational problems and continuously improve how billing works at scale.
If you enjoy problem-solving, learning how complex systems work, and helping customers feel genuinely supported, you’ll thrive here.

What You’ll Do
Support clinics with insurance billing workflows, including claims submission, rejections, denials, ERAs, and payment posting
Investigate and resolve billing issues across payers, clearinghouses, and practice workflows
Explain billing concepts clearly to non-technical users (front desk staff, billers, practice owners)
Monitor billing queues, identify patterns, and proactively flag systemic issues
Work closely with product and engineering to improve billing automation and reduce manual work
Help onboard new clinics by guiding them through billing setup and best practices
Contribute to internal documentation and training materials

What We’re Looking For
Highly organized, detail-oriented, and comfortable juggling multiple tasks
Curious mindset: you want to understand why something broke, not just patch it
Comfortable working in a fast-moving startup environment with evolving processes

Nice to Have
Experience with EMRs, clearinghouses, or practice management systems
Prior customer support experience in a SaaS or healthcare tech company

Why Ocean Friends
Fast-growing, profitable startup with real traction
Direct impact—your work helps clinics get paid and families get care
Smart, kind teammates who care about doing things the right way
Opportunity to grow into billing ops, product, or leadership roles