Billing Experience Manager (BXM) – B2B SaaS

Prompt

5d•$65,000 - $95,000•Hybrid

About The Position

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we are seeking a Billing Experience Manager (BXM) to join our dynamic team. This role offers an unprecedented opportunity to impact our industry-leading Success Team. You will become an integral part of our Success Team, working alongside our enterprise billing success team to become an expert in the Prompt billing/reporting suite. This role involves troubleshooting issues within our billing modules, identifying trends in billing needs, enhancing our internal knowledge base, working closely with our engineers on billing bug tickets, and assisting in the communication of billing feature releases to customers.

Requirements

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.

Nice To Haves

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
Prior startup and/or B2B SaaS technology organization experience
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)

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.