Customer Success Engineer

Stedi

1d • $140,000 - $200,000 • Remote

About The Position

Stedi is building the first new healthcare clearinghouse in decades. In the healthcare sector, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that all insurance payers exchange transactions such as claims, eligibility checks, prior authorizations, and remittances using a standardized EDI format called X12 HIPAA. Clearinghouses process the majority of these transactions, offering consolidated connectivity to carriers and providers. Until Stedi, the space was occupied entirely by a small group of legacy players, built on outdated, often pre-internet technology. Stedi is the world's only programmable healthcare clearinghouse. By offering modern API interfaces alongside traditional real-time and batch EDI processes, we enable both healthcare technology businesses and established players to exchange mission-critical transactions. Our clearinghouse product and customer-first approach have set us apart. Stedi was ranked by Ramp as one of the fastest-growing SaaS vendors. We have lightning in a bottle: engineers and designers shipping products week in and week out; a lean business team supporting the company’s infrastructure; passion for automation and eliminating toil; $142 million in funding from top investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more.

Requirements

• Subject matter expertise in revenue cycle management.
• Understanding of the full cycle of how healthcare technology companies run eligibility checks, submit claims, check claim status, and reconcile ERAs.
• Several years working at an RCM company, clearinghouse, or managing RCM inside of a healthcare organization.
• Technical proficiency, including understanding and experience using and integrating APIs.
• Familiarity with data formats and standards such as JSON, X12, and other flat file formats.
• A product mindset: ability to intuitively understand product gaps and articulate them to engineering and product teams.
• Exceptional ability to stay on top of many open threads simultaneously; hyper-responsive, organized, and thorough.
• Deep customer empathy; ability to quickly understand customer needs and technical details.
• Resourceful, self-motivating, self-disciplined, and proactive.
• Experience in customer-facing roles (customer success, technical support, or adjacent roles).
• Ability to match the organization's fast pace, responding with urgency, communicating work in progress, and proactively asking for help or feedback.

Responsibilities

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.
• Collaborate with customers via dedicated Slack channels.
• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.
• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.
• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed