About this Operations Specialist, Billing and Collections role at Thatch
About the role
We’re on the lookout for an Operations Specialist, Billing and Collections to join Thatch. This role is vital for our company — you’ll own the day-to-day resolution of Thatch’s billing and collections queue, working directly with employers, carriers, and internal teams to keep premium payments current and enrollments accurate. Thatch bills employers monthly for member premiums and fees, and this role is responsible for chasing down overdue invoices, resolving coverage corrections, and making judgment calls on when to follow up, escalate, or extend flexibility to an employer. We’re looking for someone with direct billing or collections experience who has thrived managing a high-volume queue, can operate independently with minimal oversight, and exercises strong judgment balancing collection outcomes against the member and employer experience. This role entails consistent communication with employers, carriers, and nearly every internal Thatch team, and offers the opportunity to build and refine the SOPs our collections process runs on as we scale.
What you'll do
- Own and manage a high-volume queue of billing and collections tasks, resolving overdue invoices and unpaid PEPM charges with employers.
- Investigate and resolve billing discrepancies — coverage corrections, double-billing, and refund scenarios — using our billing and Stripe payment records.
- Make independent, judgment-based decisions on collections strategy: when to follow up, escalate, extend flexibility, or involve leadership, balancing collection outcomes with the employer relationship.
- Reconcile billing and payments as part of employer offboarding and churn, ensuring refunds and outstanding balances are resolved before an employer is churned.
- Build out and maintain Standard Operating Procedures (SOPs) for billing and collections, and partner with Engineering to improve our collections tooling as we scale.
- Collaborate with Support, Compliance, Carrier Operations, and Engineering to resolve distinct employer billing needs and flag systemic issues.
Background we're looking for
- 2+ years of direct experience in billing, collections, accounts receivable, or a similar operations role, ideally in a high-growth or high-volume environment.
- Demonstrated success managing a high-volume queue independently, with strong prioritization and follow-through.
- Excellent judgment — comfortable making case-by-case decisions on collections and escalation without needing step-by-step direction.
- Strong analytical skills; comfortable reconciling invoices, payments, and ledgers to identify and explain discrepancies.
- Well-developed written and verbal communication skills, including comfort delivering difficult financial conversations to customers.
- Bachelor's degree required
- Ability and willingness to work onsite in our Austin, TX office
Experience we’d be particularly excited about
- Experience in health insurance, benefits, or fintech billing/collections.
- Familiarity with Stripe or similar payment platforms and reconciling payments against invoices.
- Experience working cross-functionally with Engineering to improve internal tooling.
- A track record of success and recognition in a fast-paced, high-growth environment.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the hiring manager to work through a live case study
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
