Billing Experience Manager (BXM) – B2B SaaS

Job Title: Billing Experience Manager

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.

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 :)

Key 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.

Minimum 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.

Preferred (Nice-to-have) Qualifications:

• 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)

Perks - What you can expect:

• 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

• Credits for online and in-person fitness classes/gym memberships

• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees.

We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our HR department.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Prompt Therapy Solutions, Inc is an E-Verify Employer.