Billing Experience Manager (BXM)

The role

You will work within the Success Team to become an expert in the Prompt billing and reporting suite. You will troubleshoot billing module issues, identify trends, enhance the knowledge base, and work with engineers on bug tickets.

What you will do

• Develop and maintain a deep understanding of product billing offerings to respond to customer inquiries
• Provide ongoing support via the help desk platform
• Support development and update of internal and external knowledge base
• Promote customer satisfaction and loyalty by delivering value in support tickets
• Learn, adopt, establish processes and workflows for the support team
• Identify opportunities to enhance product and service features
• Assist in the prioritization of billing tickets by quantifying needs, features, and value points
• Share user feedback to Product function to translate into features
• Provide background support to Enterprise Billing Success Managers during client calls
• Track and follow up on product bugs and enhancements

Required qualifications

• Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
• Highly analytical mindset 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
• Highly Proficient in MS Excel
• Exceptional written and verbal communication skills

Nice to have

• Prior startup and/or B2B SaaS technology organization experience
• Experience in any function of clinical development or medical billing operations
• 1-3 years of experience on a Support or CX Team
• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines
• Able to communicate effectively across teams
• Understanding and learning software must be a passion
• Highly motivated to work in a fast paced, dynamic environment
• Be comfortable owning your own workload
• Experience with Zendesk or similar customer support software
• Knowledge of e-clinical systems and technologies

Benefits

• Competitive salaries
• 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

Before you apply

• Policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent

About the company

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve.