Note: The job is a remote job and is open to candidates in USA. Prompt Health is revolutionizing healthcare by delivering highly automated software to rehab therapy businesses. The Billing Experience Manager will support the Success Team by troubleshooting billing issues, enhancing the knowledge base, and ensuring customer satisfaction through effective communication and support.
Responsibilities
- Develop and maintain a deep understanding of our products billing offerings to effectively respond to incoming customer inquiries across our single-channel support system
- Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
- Support development and update of the internal and external knowledge base to help scale our help desk support
- Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
- Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
- Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
- Assist in the prioritization of billing tickets by quantifying needs, features, and value points
- Share user feedback to Product function and help them translate the feedback into features that customers find valuable
- Provide background support to Enterprise Billing Success Managers (BSMs) during client calls by tracking and following up on product bugs and enhancements, assisting in the triage process, and documenting new tickets as discussed
Skills
- Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
- Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
- Proactive, self-motivated and ability to use resources available to learn quickly and autonomously
- Experienced in thriving within dynamic work settings that demand adaptability and efficiency
- Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours
- Highly Proficient in MS Excel
- Exceptional written and verbal communication skills
- No prior billing experience required; comprehensive training will be provided
- Prior startup and/or B2B SaaS technology organization experience
- Experience in any function of clinical development or medical billing operations (clinical operations, data management, biostatistics, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.)
- Prefer 1-3 years of experience on a Support or CX Team
- Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
- Able to communicate effectively across teams
- Understanding and learning software must be a passion of yours
- Highly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at times
- Be comfortable owning your own workload
- Experience with Zendesk or similar customer support software
- Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)
Benefits
- Competitive salaries
- Remote/hybrid environment
- Potential equity compensation for outstanding performance
- Flexible PTO
- Company-wide sponsored lunches
- Company paid disability and life insurance benefits
- Company paid family and medical leave
- Medical, dental, and vision insurance benefits
- Discounted pet insurance
- FSA/DCA and commuter benefits
- 401k
- Credits for online fitness classes/gym memberships
- Recovery suite at HQ – includes a cold plunge, sauna, and shower
Company Overview
A fully integrated enterprise software solution for the physical therapy industry. It was founded in 2017, and is headquartered in Hackensack, New Jersey, USA, with a workforce of 201-500 employees. Its website is https://promptemr.com/.
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