EDI Experience Manager (B2B SaaS)

About the Role

This role bridges the gap between technical EDI/Enrollment nuances and the design of high-efficiency workflows that optimize service delivery. You will develop a deep understanding of EDI and Enrollments while streamlining internal processes to ensure the support engine runs efficiently. You will translate complex technical findings into clear client guidance, represent that guidance in live client conversations, and assist in liaising between the customer and the engineering team.

The role lands 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 the 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.

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
• Highly analytical mindset 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.)
• 1-3 years of experience on a Support or CX Team
• 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
• 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)

Benefits

• 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

Pay

Compensation Range: $80K - $100K