Claims Processor

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health.

About the role

You'll report to our Manager, Payments, and support Carrot’s existing members and internal business partners to ensure the best possible experience. In this role, you will adjudicate member out-of-pocket expenses, support eligibility checks, track the life cycle of claims, and review member transactions incurred using the Carrot Card. You will collaborate cross-functionally with other teams to ensure payment for applicable care is quickly and accurately facilitated. This role requires timely responses to member needs, questions, and requests regarding their claims. Additionally, this role requires a tech-savvy, process-oriented person with superb written communication skills and an interest in furthering Carrot’s mission of affordable and accessible fertility and family-forming care for all.

This is an onsite position in West Des Moines, IA. The schedule is Monday-Friday from 10:00 am to 7:00 pm CST. Training will take place over the first 4-6 weeks, between the hours of 8:00 am and 7:00 pm CST.

Responsibilities

• Process 53+ claims each working day, maintaining a quality assurance score of 93% or higher
• Promptly and empathetically attend to member questions
• Support both US and non-complex global claims, including Carrot Card transactions
• Provide direct support on post-adjudication impacts to claims (e.g., Refunds, Reconciliations, Adjustments)
• Provide on-call member support via Pagerduty as needed

What success looks like

• Consistently process claims accurately, efficiently, and in accordance with plan guidelines and established procedures
• Build strong working knowledge of our benefit, systems, workflows, and quality standards
• Meet or exceed role-specific productivity, turnaround-time, and quality expectations
• Resolve member and partner questions with professionalism, empathy, and clear communication
• Identify potential errors, missing information, and process issues before they create unnecessary delays
• Demonstrate sound judgment when escalating complex or unusual claims for additional review
• Contribute ideas that improve the claims experience, reduce rework, and strengthen team efficiency
• Become a trusted teammate who supports a reliable, fair, and positive experience for every member

Requirements

• Bachelor’s degree (required)
• Availability to work Monday through Friday between the hours of 10 AM-7 PM CST
• Adaptable to a fast-paced, ever-changing work environment with an ability to continually learn, obtain information, and retain information essential to helping members
• Highly detail-oriented with superior multi-tasking skills
• Ability to work independently with little management or direction on routine duties or projects
• Exceptional verbal and written communication skills with an ability to empathetically support a diverse member population
• Strong problem-solving skills to analyze, troubleshoot, and resolve issues

Nice to have

• Knowledge of insurance regulations and industry best practices
• Experience working at a fast-growing tech company or digital health company
• Proficiency and comfort using business tools (e.g., Jira, Confluence, Zendesk, Airtable, G-Suite)

Why this role matters

As a Claims Processor, you play a critical role in helping members access their Carrot benefit. By reviewing claims accurately, applying plan guidelines consistently, and resolving questions with care and empathy, you’ll help deliver a fair, timely, and dependable claims experience. Your attention to detail will make a meaningful difference for every person who submits a claim. You’ll help reduce delays, prevent errors, protect the integrity of the claims experience, and ensure payments are processed smoothly. This is an opportunity to build trust through thoughtful service while contributing to a high-quality experience for members and partners.

Benefits

• Competitive compensation, equity, and comprehensive benefits
• Flexible Time Off and a culture that actively encourages employees to recharge
• Comprehensive parental leave and family-forming benefits
• Health and wellness benefits, retirement savings plans, short- and long-term incentives
• A collaborative, inclusive, and values-driven culture
• Opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide

Pay

This is a non-exempt position with a base pay of $24.00-$28.00 per hour, plus variable compensation based on performance. Overtime pay will apply when required, and paid overtime may be necessary during peak periods.

Schedule

Monday-Friday from 10:00 am to 7:00 pm CST. Training will take place over the first 4-6 weeks, between the hours of 8:00 am and 7:00 pm CST.