Enterprise Billing Experience Manager (BXM) – B2B SaaS

Prompt

27d•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. Why work for Prompt? BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time. Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists. Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work). Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :) The Role: You will become an integral part of our Success Team, working alongside our enterprise billing success team to support Prompt’s largest and most complex customers. In this role, you will become an expert in the Prompt billing and reporting suite and serve as a technical billing partner for enterprise accounts. This position includes direct participation in enterprise customer calls to assist with troubleshooting billing workflows, documenting product feedback, and translating customer needs into clear bug reports and feature requests for our Product and Engineering teams. The Billing Experience Manager will help ensure enterprise clients receive timely updates, accurate product guidance, and thoughtful problem-solving as they scale their billing operations within Prompt. You will also play a critical role in strengthening internal processes by identifying patterns in billing issues, improving documentation, and helping prioritize product improvements that impact enterprise 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
Comfortable interacting directly with customers in a professional setting, including participation in client calls and product discussions
Strong ability to translate complex customer problems into clear, actionable product feedback
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
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 deep expertise in Prompt’s billing and reporting suite to troubleshoot complex billing workflows and product behaviors.
Support Prompt’s largest and most complex customers by partnering closely with Enterprise Billing Success Managers (BSMs).
Participate in regular enterprise customer calls to assist with billing troubleshooting, product logic discussions, and follow-up action items.
Translate customer feedback and enterprise call discussions into clearly documented engineering tickets, feature requests, and use cases for Product and Engineering teams.
Track, triage, and follow up on enterprise billing issues to ensure accurate internal escalation and timely resolution.
Provide internal teams and customer-facing stakeholders with clear updates on billing-related product issues, fixes, and enhancements.
Identify patterns in billing inquiries and product behavior to proactively recommend product improvements and workflow optimizations.
Assist in prioritizing billing-related product tickets by evaluating customer impact, urgency, and strategic importance.
Contribute to the development and improvement of internal documentation and knowledge resources to help scale troubleshooting and support efforts.
Advocate for enterprise customer needs by partnering cross-functionally with Product, Engineering, and Success teams to improve the billing experience.