Customer Success Engineer

Stedi, Inc; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a Customer Success Engineer to enhance the value of their API-first healthcare clearinghouse. This role is pivotal in supporting customers through the entire lifecycle of claims and eligibility checks, ensuring they receive maximum value from the product. The ideal candidate will have a strong background in revenue cycle management and exceptional customer empathy, allowing them to bridge technical gaps and advocate for customer needs. Join a fast-paced team that values curiosity and proactive problem-solving, and contribute to a mission that transforms healthcare transactions.

Qualifications

• Several years of experience in revenue cycle management or related fields.
• Exceptional organizational skills with the ability to manage multiple threads.

Responsibilities

• Support customers from proof-of-concept through production for claims processing.
• Collaborate with customers via dedicated communication channels.

Skills

Revenue Cycle Management

Customer Empathy

Technical Support

Product Mindset

Organizational Skills

Communication Skills

Job description

We're building a new healthcare clearinghouse

In the healthcare sector, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that all insurance payers exchange transactions such as claims, eligibility checks, prior authorizations, and remittances using a standardized EDI format called X12 HIPAA. A small group of legacy clearinghouses process the majority of these transactions, offering consolidated connectivity to carriers and providers.

Stedi is building the world’s only API-first clearinghouse. By offering modern API interfaces alongside traditional real-time and batch EDI processes, we enable both healthcare technology businesses and established players to exchange mission-critical transactions.

Stedi has lightning in a bottle: engineers and designers shipping products week in and week out; a lean business team supporting the company’s infrastructure; passion for automation and eliminating toil; $92 million in funding from top investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more.

What we are looking for

Stedi is an API-first healthcare clearinghouse. By offering a modern API interface for running eligibility checks, processing claims, and ingesting ERAs, healthcare technology businesses are able to exchange transactions with payers without dealing with the EDI protocol or carrier-specific connectivity.

We are looking for a Customer Success Engineer to join our growing team. You will work in a fast-paced environment and will be critical to helping our customers realize the full value of our product while representing the voice of the customer internally as we iterate and expand our feature functionality.

Who you are

• You have subject matter expertise in revenue cycle management: You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, and process claim statuses and ERAs. You have several years working at an RCM company or managing the RCM inside of a healthcare organization.

• You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You almost never drop balls.

• You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships.

• You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering team, and ensure those requirements satisfy the customer's needs.

• You do what it takes to get the job done. You are resourceful, self-motivating, self-disciplined, and don’t wait to be told what to do. You put in the hours.

• You have experience in customer facing roles: You have experience in customer facing roles; ideally within customer success, technical support, or adjacent roles.

• You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

What you'll do

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.

• Collaborate with customers via dedicated Slack channels.

• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.

• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.

• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.

• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

• Capitalize on your RCM expertise to uplevel your peers across sales, solutions engineering, and customer success.

At Stedi, we're looking for people who are deeply curious and aligned to our ways of working. You're encouraged to apply even if your experience doesn't perfectly match the job description.