Billing & Customer Support Representative

About Carda

Carda Health is building the world's first patient-centered virtual heart clinic. We started with cardiac rehab because only 10% of qualifying Americans attend, resulting in complications for patients and at least $190B in costs to the US health system. Our leading heart rehab clinic allows patients to complete engaging, compassionate, and life-saving care from home. We now work with some of America's largest and top-ranked hospitals and most innovative insurers. We are fortunate to be backed by some of the best investors in the business who have also backed the likes of Livongo, Mammoth Biosciences, and Ro to name a few.

Carda is a team of clinicians, mathematicians, repeat entrepreneurs, and engineers. And one recovering financier. Our united belief is that technology and data, when applied ethically and compassionately, can transform individuals' lives and fundamentally change even the most entrenched industries. Carda was founded by Harry and Andrew, two friends from Wharton who share a family history of heart disease and personal experience with cardiac rehab.

Who are you?

You are a compassionate communicator with strong problem-solving skills and a sharp eye for detail. You thrive in a fast-paced, mission-driven environment where every patient interaction matters. You have prior experience working with U.S. healthcare or insurance customers, and you're comfortable navigating billing inquiries, open enrollment questions, and insurance eligibility concerns. You take pride in resolving complex issues efficiently and empathetically — even when the customer is frustrated.

You are motivated by helping patients access care and by ensuring that every billing or insurance touchpoint reflects Carda's values of empathy, clarity, and trust.

What will you do?

As a Billing & Customer Support Representative, you will be the first line of communication for patients and partners with questions about billing, insurance coverage, and enrollment. You'll support patients through the open enrollment process, clarify billing questions, and help them understand insurance requirements related to their participation in Carda's program. You'll work closely with our billing, clinical, and operations teams to ensure patients have a seamless experience.

In a little more detail:

Patient & Billing Support

• Respond to inbound patient inquiries related to billing statements, insurance coverage, and payment options.
• Explain charges and program fees clearly and professionally, ensuring patients understand their financial responsibility.
• Assist patients in navigating open enrollment periods, plan changes, and insurance verification.
• Support claim submission and follow-up with insurance providers as needed.
• Coordinate with Carda's billing and operations teams to resolve discrepancies or denials.

Communication & Documentation

• Maintain accurate, timely, and thorough documentation of patient interactions.
• Use internal tools (e.g., ZenDesk, GSuite, Slack) to track cases and communicate updates.
• Handle sensitive information with confidentiality and professionalism at all times.
• Identify recurring issues and communicate process improvement opportunities to leadership.

Collaboration & Process Improvement

• Collaborate cross-functionally with the billing, enrollment, and clinical operations teams to enhance patient support processes.
• Contribute to the continuous improvement of Carda's support workflows and patient experience.
• Participate in training and calibration sessions to ensure consistency in patient communication.

What we look for:

• 2+ years of experience in a customer support, billing, or insurance-related role (preferably U.S. healthcare or health-tech).
• Excellent written and spoken English communication skills.
• Prior experience handling billing disputes, insurance questions, or open enrollment assistance.
• Strong attention to detail and accuracy in data entry and record keeping.
• Ability to remain calm and professional when handling challenging or emotional conversations.
• Tech-savvy with experience using CRM or ticketing tools (e.g., ZenDesk, Freshdesk, Salesforce).
• Self-starter who thrives in a remote, fast-paced environment.
• Strong and reliable internet connection and quiet workspace.

Nice to haves:

• Experience working with U.S.-based health insurance carriers.
• Prior BPO or healthcare call center experience supporting U.S. clients.
• Knowledge of CPT codes, EOBs, and medical billing terminology.
• Familiarity with HIPAA or PHI compliance practices.
• Experience and desire to work remotely (our whole team is remote).

Job Type: Full-time

Pay: Php437.00 – Php583.00 per hour

Expected hours: 40 per week

Benefits:

• Work from home
• Flexible schedule
• Collaborative, mission-driven culture

Work Location: Remote

Job Type: Full-time

Pay: Php Php582.00 per hour

Expected hours: 40 per week

Benefits:

• Work from home

Application Question(s):

• Please share your level of English proficiency

Work Location: Remote