Job Description
Job Title: EDI Experience Manager (B2B SaaS)
Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on an EDI Experience Manager.
This role is an unprecedented opportunity to have an immense impact on our industry leading Client Success Team that ranks 40 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and is into doubling down on what works.
We’re doing something special here and this role will be critical in taking Prompt to the next level.
Why work for Prompt?
BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.
Talented People: Prompt didn’t happen by chance, it’s a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.
Healthy Approach: This isn’t an investment bank, we work long hours when it’s needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).
Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren’t enthralled with patting ourselves on the back everyday, but it does feel good :)
The Role: Our expectation of this role is that you will bridge the gap between technical EDI/Enrollment nuances and the design of high-efficiency workflows that optimize our service delivery. This involves developing a deep understanding of EDI and Enrollments while streamlining internal processes to ensure our support engine runs efficiently. You will translate complex technical findings into clear client guidance, represent that guidance in live client conversations when needed, and assist in liaising between the customer and our engineering team. In practice, we expect this to land around an 80⁄20 split - roughly 80% hands-on EDI/Enrollment support and process work, 20% client calls- though that balance may shift as we pilot this role and learn what works best.
Additionally, you will focus on optimizing EDI support workflows, establishing the processes and structures needed to keep the queue highly managed and scalable as we grow. You will report to the Senior Manager of CX, EDI, EDU, and SMB/MM BSM. You’ll quickly establish yourself as a key contributor within 3 months. To do this, you’ll need to know a few things…
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 (Nice-to-have) 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
Prior startup and/or B2B SaaS technology organization experience
Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
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 - What you can expect:
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
Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer’s explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don’t hesitate to reach out to our People Department.
Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.
