Customer Success Engineer

Responsibilities

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.
• Collaborate with customers via dedicated Slack channels.
• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.
• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.
• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

Requirements

• Subject matter expertise in revenue cycle management (RCM), understanding the full cycle of eligibility checks, claims submission, claim status checks, and ERA reconciliation.
• Several years working at an RCM company, clearinghouse, or managing RCM in a healthcare organization.
• Technical experience using and integrating APIs, familiarity with data formats and standards such as JSON, X12, and other flat file formats.
• Product mindset to identify and articulate product gaps to engineering and product teams.
• Exceptional at managing multiple open threads, hyper-responsive, organized, and thorough.
• Deep customer empathy and prioritization of customer relationships.
• Experience in customer-facing roles, ideally in customer success, technical support, or adjacent roles.

Compensation

• Annual compensation range: $140,000-$200,000 OTE (inclusive of base salary and variable components).