EDI Experience Manager

Key Responsibilities

• Develop and maintain a deep understanding of our RCM/Clearinghouse capabilities to effectively respond to incoming customer inquiries across our single-channel support system.
• Be each customer’s champion by providing ongoing support via the EDI help desk platform helping them find solutions to their inquiries (Clearinghouse rejections, EDI Rules, ERA/EDI Application Help, etc).
• Build genuine EDI/Enrollment subject-matter depth over time as this role is expected to grow into more technical ownership.
• Represent EDI/Enrollment topics directly to clients in scheduled onboarding meetings and ad hoc meetings as appropriate.
• Support development and update of the internal and external EDI 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 EDI team to run like a well oiled machine.
• Audit existing processes to proactively identify opportunities to use AI to accelerate EDI processes and workflows.
• Support EDI engineering ticket creation, review and prioritization.
• Take on tasks beyond the defined job responsibilities as required, demonstrating adaptability and a willingness to contribute to various aspects of the team's goals.

Minimum Requirements

• Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA.
• Willingness to build technical fluency in EDI file formats and enrollment mechanics over time.
• 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.
• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure.
• Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours.
• Passionate about establishing processes.
• Highly Proficient in MS Excel.
• Exceptional written and verbal communication skills.
• No prior EDI/Enrollment experience required; comprehensive training will be provided.

Preferred 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.
• 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

• 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.
• Complimentary subscription to digital fitness classes and wellness content.
• Recovery suite at HQ – includes a cold plunge, sauna, and shower.