Billing Experience Manager (BXM)

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.)