EDI Experience Manager (B2B SaaS)

Prompt

1d•$80,000 - $100,000•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’re looking to bring on an EDI Experience Manager. This role is an unprecedented opportunity to have an immense impact on our industry leading Client Success Team that ranks 40 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and is into doubling down on what works. We’re doing something special here and this role will be critical in taking Prompt to the next level.

Requirements

Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
Willingness to build technical fluency in EDI file formats and enrollment mechanics over time
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
Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure.
Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours
Passionate about establishing processes
Highly Proficient in MS Excel
Exceptional written and verbal communication skills
No prior EDI/Enrollment 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 RCM/Clearinghouse capabilities to effectively respond to incoming customer inquiries across our single-channel support system
Be each customer’s champion by providing ongoing support via the EDI help desk platform helping them find solutions to their inquiries (Clearinghouse rejections, EDI Rules, ERA/EDI Application Help, etc)
Build genuine EDI/Enrollment subject-matter depth over time as this role is expected to grow into more technical ownership
Represent EDI/Enrollment topics directly to clients in scheduled onboarding meetings and ad hoc meetings as appropriate
Support development and update of the internal and external EDI 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 EDI team to run like a well oiled machine
Audit existing processes to proactively identify opportunities to use AI to accelerate EDI processes and workflows.
Support EDI engineering ticket creation, review and prioritization
Take on tasks beyond the defined job responsibilities as required, demonstrating adaptability and a willingness to contribute to various aspects of the team's goals.