Billing Support Rep

About Develo

Develo is redefining the pediatric care experience by bringing its leading pediatric operating system and revenue cycle management (RCM) services to independent pediatric practices across the country. We've built a modern platform that pediatricians and their staff love, with functionality extending far beyond traditional EMR capabilities.

As a Billing Support Rep, you'll be the frontline resource for billing questions and issues, keeping invoices, payments, and billing setup running smoothly for every practice we support.

About the Role:

Billing Ticket Queue Management

• Own and manage a daily queue of billing tickets (invoice discrepancies, payment failures, billing setup questions) across Pylon and other support channels, keeping response and resolution times fast.
• Triage incoming billing issues, gathering the right account and payment context before resolving.
• Prioritize your queue based on customer impact, urgency, and severity, keeping SLAs and CSAT top of mind.
• Collaborate and coordinate with Customer Success Managers and other Billing team experts on tickets for visibility — you own resolution, they stay informed.

Customer Experience

• Ensure every billing interaction is fast, clear, and empathetic — billing issues are often stressful for customers, so tone and clarity matter as much as speed.
• Maintain strong response time and CSAT metrics, and flag any trends that put those metrics at risk.
• Monitor tickets for recurring billing issues or patterns and escalate with the Engineering, Product and wider Customer Success teams.

Knowledge & Documentation

• Support the creation and upkeep of billing help articles, turning resolved tickets into reusable self-service content.
• Help build out internal playbooks and support template macros for common billing issues to speed up resolution for the wider team.

Who You Are

You're a detail-oriented problem solver who's comfortable being the first line of defense on billing questions, with the patience and clarity to keep customers calm while navigating invoices and payments.

Experience:

• 2+ years in a billing support, accounts receivable, or customer support role, ideally within healthcare, EMR, or med tech.
• Technical Aptitude: Comfortable navigating billing systems, invoices, and payment platforms, with a sharp eye for discrepancies.
• Tooling: Comfortable working across Pylon or similar support and ticketing platforms, along with Candid, OnRamp, Slack, and AI tools to move faster.
• Communication: You bring a mix of process fluency and human touch. Customers walk away with billing questions resolved and a clear next step, even when the news isn't what they hoped for.
• Startup Fit: Comfortable with ambiguity, able to run independently on day to day work, and energized by a fast paced, high ownership environment.