Billing Experience Manager

Summary

Join Prompt's dynamic team as a Billing Experience Manager (BXM) and become an integral part of the Success Team, working alongside the enterprise billing success team. You will become an expert in Prompt's billing/reporting suite, troubleshooting issues, identifying billing trends, enhancing the internal knowledge base, collaborating with engineers on bug tickets, and communicating billing feature releases to customers. This role requires a deep understanding of Prompt's billing offerings to effectively respond to customer inquiries and provide ongoing support. You will champion customer satisfaction, learn and establish efficient workflows, improve customer experience, prioritize billing tickets, share user feedback with the Product team, and provide background support to Enterprise Billing Success Managers. The ideal candidate possesses experience as a Rehab Clinician (SLP, OT, PT, COTA, or PTA), a highly analytical mindset, and exceptional communication skills. No prior billing experience is required; comprehensive training will be provided.

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

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

Preferred Qualifications

• 3+ years of relevant experience in customer-facing functions, such as customer success, software onboarding or implementation, solutions engineer, user training, and/or account management
• 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.)
• Experience with Zendesk or similar customer support software

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
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower