Note: The job is a remote job and is open to candidates in USA. Prompt Health is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses. They are seeking an Enterprise Billing Experience Manager (BXM) to join their dynamic Success Team, where the role involves supporting enterprise customers with billing workflows, translating customer feedback into product improvements, and enhancing internal processes.
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
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
- 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
- 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
- Complimentary subscription to digital fitness classes and wellness content
- 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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