[Remote] Enterprise Billing Experience Manager (BXM) – B2B SaaS

Note: The job is a remote job and is open to candidates in USA. Prompt Health is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses. They are seeking an Enterprise Billing Experience Manager (BXM) to join their dynamic Success Team, where the role involves supporting enterprise customers with billing workflows, translating customer feedback into product improvements, and enhancing internal processes.ResponsibilitiesDevelop and maintain deep expertise in Prompt’s billing and reporting suite to troubleshoot complex billing workflows and product behaviorsSupport Prompt’s largest and most complex customers by partnering closely with Enterprise Billing Success Managers (BSMs)Participate in regular enterprise customer calls to assist with billing troubleshooting, product logic discussions, and follow-up action itemsTranslate customer feedback and enterprise call discussions into clearly documented engineering tickets, feature requests, and use cases for Product and Engineering teamsTrack, triage, and follow up on enterprise billing issues to ensure accurate internal escalation and timely resolutionProvide internal teams and customer-facing stakeholders with clear updates on billing-related product issues, fixes, and enhancementsIdentify patterns in billing inquiries and product behavior to proactively recommend product improvements and workflow optimizationsAssist in prioritizing billing-related product tickets by evaluating customer impact, urgency, and strategic importanceContribute to the development and improvement of internal documentation and knowledge resources to help scale troubleshooting and support effortsAdvocate for enterprise customer needs by partnering cross-functionally with Product, Engineering, and Success teams to improve the billing experienceSkillsExperience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTAMust have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in softwareComfortable interacting directly with customers in a professional setting, including participation in client calls and product discussionsStrong ability to translate complex customer problems into clear, actionable product feedbackProactive, self-motivated and ability to use resources available to learn quickly and autonomouslyExperienced in thriving within dynamic work settings that demand adaptability and efficiencyReady to embrace a fast-paced environment, with occasional requirements to work beyond standard hoursHighly Proficient in MS ExcelExceptional written and verbal communication skillsNo prior billing experience required; comprehensive training will be providedPrior startup and/or B2B SaaS technology organization experienceExperience 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 TeamProven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composureAble to communicate effectively across teamsUnderstanding and learning software must be a passion of yoursHighly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at timesBe comfortable owning your own workloadExperience with Zendesk or similar customer support softwareKnowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)BenefitsCompetitive salariesRemote/hybrid environmentPotential equity compensation for outstanding performanceFlexible PTOCompany-wide sponsored lunchesCompany paid disability and life insurance benefitsCompany paid family and medical leaveMedical, dental, and vision insurance benefitsDiscounted pet insuranceFSA/DCA and commuter benefits401kComplimentary subscription to digital fitness classes and wellness contentRecovery suite at HQ – includes a cold plunge, sauna, and showerCompany OverviewA fully integrated enterprise software solution for the physical therapy industry. It was founded in 2017, and is headquartered in Hackensack, New Jersey, USA, with a workforce of 201-500 employees. Its website is https://promptemr.com/.



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