EDI Experience Manager (B2B SaaS)
$80,000–$100,000 year
Remote
Job Summary
Develop and maintain deep understanding of RCM/Clearinghouse capabilities to respond to incoming customer inquiries across the single-channel support system. Act as each customer's champion by providing ongoing support via the EDI help desk platform, resolving issues related to Clearinghouse rejections, EDI Rules, ERA/EDI Application Help, and more. Build genuine subject-matter depth over time while representing EDI/Enrollment topics directly to clients in scheduled onboarding and ad hoc meetings. Support development and updates of internal and external EDI knowledge bases to scale help desk operations, and audit existing processes to identify opportunities for AI acceleration. Manage EDI engineering ticket creation, review, and prioritization while establishing workflows that keep the queue highly managed and scalable.
Required Qualifications
- Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
- 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
- Willingness to build technical fluency in EDI file formats and enrollment mechanics over time
Desired 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)
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