Ticket Operations Associate Jobs (NOW HIRING)

Job Location:
Remote  

Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
values in all that you do? At HFD, our mission is to make healthcare more affordable by giving everyone a better way to pay. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values: 

• Excellence: Always exceeding expectations! 
• Passionate: Executing with boldness! 
• Innovative: Pioneering a better way! 
• Collaborative: Together we win! 

The EPIC Revenue Operations Associate we are looking for:
The Revenue Operations Associate will support the revenue operations team in all aspects of patient financing account setup, ticketing, escalations, and process improvement. This is a hands-on, cross-functional role requiring both operational rigor and strong communication skills. The ideal candidate thrives in a fast-paced environment, has curiosity for data, is detail oriented, and can collaborate effectively with Sales, Product, Customer Success, Finance, and Compliance teams.  

As a Revenue Operations Associate, you will: 

• Account Provisioning  
• Create, configure, and maintain patient financing accounts in internal systems so that they can take advantage of our patient financing platform.  
• Ensure accurate setup of financing terms, feature flags, documentation, and compliance requirements.  
• Monitor account health, perform regular audits, and implement corrections or remediation where necessary.  
• HubSpot Ticketing Queue  
• Own and manage a dedicated ticket queue in HubSpot, triaging inbound tickets, categorizing issues, routing requests, and completing tasks.  
• Provide timely responses or escalations, ensuring SLA compliance.  
• Document ticket resolutions, knowledge base updates, and standard operating procedures (SOPs).  
• Help maintain accurate and up-to-date records of company CRM and lending platform.  
• Troubleshooting & Escalations  
• Address and investigate escalated issues. Ex: account discrepancies, payment plan disputes, system bugs, partner/provider concerns.  
• Liaise with internal teams (engineering, product, customer support) to diagnose root causes and drive remediation.  
• Ensure escalations are handled with empathy, professionalism, and in alignment with company policies and regulatory requirements.  
• Cross-Department Collaboration  
• Partner with Sales/Business Development and Customer Success to ensure smooth onboarding of new providers.  
• Work with Compliance/Legal to ensure appropriate contracts are in place.   
• Collaborate with Finance and Accounting on collections reporting, reconciliations, and revenue recognition.  
• Interface with Product/Engineering to feed back user issues, propose process enhancements, and help test new features.  
• Process Improvement & Reporting  
• Identify bottlenecks, inefficiencies, and recurring issues in current processes; propose and help implement improvements.  
• Identify needed reports and dashboards to track key metrics (ticket volume, resolution times, account error rates, delinquency, partner satisfaction, etc.).  
• Maintain and update SOPs, knowledge base entries, and internal documentation to ensure consistency and scalability. 

• Bachelor’s degree in Business, Business Administration, Finance, Operations, or related field (or comparable experience).  
• 2–4 years of experience in revenue operations, operations, customer success, or similar role in fintech / healthcare / financial services.  
• Strong familiarity with account provisioning workflows, financial terms, interest/payment schedules, and regulatory compliance (especially in healthcare financing).  
• Hands-on experience with a CRM system (HubSpot strongly preferred), ticketing systems, and help-desk best practices.  
• Excellent problem solving skills; ability to dig into data, identify root causes, and drive follow-through.  
• Strong organizational skills with great attention to detail; ability to manage multiple priorities.  
• Outstanding written and verbal communication skills; ability to clearly articulate issues and resolutions.  
• Ability to thrive in fast-paced, ambiguous environments and adapt as processes evolve. 
• Ability to pay close attention to detail and be self-motivated  
• Ability to multitask and excel in a fast-paced environment 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) 

Benefits:  

• Medical, Dental, Vision Insurance  
• 401k with 4% company match.  
• Time off: 10 Vacation Days , 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (from the HFD approved list). 
• EPIC company culture