This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to serve as a trusted product expert, directly impacting the customer experience by troubleshooting complex technical issues and driving meaningful improvements to software platforms. - Engage with customers daily, ensuring they gain maximum value from the product while advocating for enhancements. - Balance hands-on support with project work that shapes processes and drives departmental growth. - Collaborate across teams, leveraging AI tools and analytics to solve challenges and influence product strategy. - Ideal for proactive problem-solvers who thrive in a fast-paced, innovative environment. Accountabilities: - Provide technical support to customers via ticketing systems, ensuring issues are resolved efficiently and with empathy. - Troubleshoot software issues, APIs, and product functionality while guiding customers to realize full product value. - Advocate for product and process improvements based on customer feedback and trends. - Proactively identify and implement solutions to inefficient processes within the support workflow. - Participate in projects outside of the support queue to drive departmental initiatives and company-wide goals. - Collaborate with cross-functional teams and leverage AI tools to accelerate troubleshooting and summarize complex customer issues. - Assist with incidents, critical events, and after-hours support as needed. Qualifications - Proven experience in SaaS technical support, including troubleshooting software bugs or API issues. - Proficiency with ticketing systems, particularly Zendesk, and the ability to prioritize tasks based on customer impact. - Strong communication skills, with the ability to handle escalated situations with empathy and professionalism. - Self-motivated, resourceful, and capable of managing a support queue with minimal supervision. - Willingness to work remotely within PST business hours, including participation in on-call rotations when required. - Comfortable contributing up to 40% of time on projects outside the queue to drive improvements and initiatives. Benefits - Base salary range of $72,500 – $77,500 USD, plus eligibility for a discretionary bonus of up to 10% of base salary. - Fully remote work flexibility with PST business hours, plus optional office collaboration days. - Sponsored medical, dental, and vision benefits for U.S.-based employees, with supplemental options for international employees. - Flexible PTO policy and company-wide closures, including federal holidays. - Learning and development opportunities, including training programs and annual learning subsidies. - Monthly productivity stipends for U.S. and EMEA-based employees. - Paid parental leave, bereavement leave, and other wellness-focused programs. - Team off-sites and annual company meet-ups to foster collaboration and connection.

• Interpret complex payer contracts and reimbursement methodologies and translate them into structured system configurations. • Configure managed care contract terms, fee schedules, and reimbursement rules within the contract management platform. • Validate reimbursement calculations and payer payment logic across Medicare, Medicaid, and commercial payers. • Strong ability to implement custom reporting / current product optimizations to address end-user functional issues. • Strong analytical and problem-solving skills, including root cause analysis and devising solutions for customer workflows. • Use SQL and relational databases to analyze healthcare datasets and validate reimbursement logic. • Investigate and resolve data discrepancies impacting contract configuration or payment calculations. • Partner with engineering teams to troubleshoot escalated technical issues related to data or contract configuration. • Work directly with healthcare customers to resolve contract interpretation questions and reimbursement issues. • Communicate product feedback and recurring customer issues to internal teams to support product improvements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Customer Success Engineer with deep healthcare revenue cycle expertise and strong data analysis capabilities to support the ongoing success of our contract management platform. This role focuses on helping healthcare organizations accurately interpret payer contracts, configure reimbursement methodologies, and validate contract performance using customer data. This role sits within the Customer Operations team and works closely with Product and Engineering to ensure that payer contracts, reimbursement rules, and supporting data are correctly configured and validated within the platform. - Interpret complex payer contracts and reimbursement methodologies and translate them into structured system configurations. - Configure managed care contract terms, fee schedules, and reimbursement rules within the contract management platform. - Validate reimbursement calculations and payer payment logic across Medicare, Medicaid, and commercial payers. - Implement custom reporting / current product optimizations to address end-user functional issues. - Conduct root cause analysis and devise solutions for customer workflows. - Use SQL and relational databases to analyze healthcare datasets and validate reimbursement logic. - Investigate and resolve data discrepancies impacting contract configuration or payment calculations. - Partner with engineering teams to troubleshoot escalated technical issues related to data or contract configuration. - Work directly with healthcare customers to resolve contract interpretation questions and reimbursement issues. - Communicate product feedback and recurring customer issues to internal teams to support product improvements. Qualifications - Bachelor’s degree in Healthcare Administration, Business, Information Systems, Data Engineering, Computer Science, Information Technology, or any general Engineering field (e.g. Industrial Engineering) or a related field (or equivalent experience). - 2+ years of experience in healthcare revenue cycle, managed care contracting, payer relations, or contract administration. - 5+ years of experience working with SQL. Requirements - Strong understanding of managed care contracts, payer reimbursement methodologies, and healthcare revenue cycle operations. - Knowledge of reimbursement models including Medicare, Medicaid, TRICARE, commercial payer contracts, and physician payment methodologies. - Proficiency with SQL. - Experience working with healthcare financial or claims datasets. - Strong analytical and problem-solving skills with the ability to conduct root cause analysis. - Strong ability to translate end-user functional issues into potential product enhancements. - Strong organizational skills with high attention to detail. Preferred Qualifications - Experience implementing revenue cycle or contract management technology platforms. - Experience working with healthcare claims or reimbursement modeling. Company Description MD Clarity is a social-impact-driven software company animated by two guiding principles: 1) that patients have a right to know what the financial impact will be on them when getting care; and 2) that doctors, nurses, and physician assistants deserve to be paid fairly by health insurers. Our workflow automation software makes the healthcare experience easier and more transparent for patients and providers, and our products are already used by healthcare organizations that together serve hundreds of thousands of patient visits annually. We’re profitable and recently raised a new round of growth capital to accelerate adoption and scale our impact on the healthcare system. Our fast-growing team combines decades of healthcare technology experience with engineering and business talent from Microsoft, Stanford, Spotify, EY-Parthenon, Harvard, Deloitte, Vanderbilt, Georgetown, UPenn-Wharton, and West Point, among others. We’re distributed among our offices in Seattle and New York City and many fully remote roles. In addition to our shared passion for improving patients’ healthcare experience, we’re united in valuing an inclusive workplace that empowers all with the autonomy, connection to the mission, and flexibility needed to innovate. Must be eligible to work in the U.S. without Sponsorship.

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity. BlackCloak is seeking a dynamic individual with IT help desk and customer support experience to join our team as an entry-level Technical Success Specialist. This critical, client-facing role combines immediate technical support with the foundational process of client integration. You'll be responsible for establishing and maintaining client relationships by communicating directly through phone, video conferencing, and email to deliver a successful onboarding experience. You will also provide objective analysis to proactively identify and solve technical issues with the BlackCloak platform, as well as cybersecurity and privacy problems for our clients. This involves working closely with our Account Success, Security Operations and Product teams to ensure a flawless experience. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this position offers a great start with future job growth possibilities into more specialized cybersecurity or client success roles. The ideal candidate has a background in customer and technical support with a working knowledge of all types of consumer technology products (macOS, iOS, Android, Windows) and exhibits a passion for delivering outstanding and memorable experiences and delighting clients. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this is a great entry-level position to get you started. The growth opportunity for this role is the potential to transition into cybersecurity or client success roles. What You Will Do - Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues. - Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's. - On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices. - Cross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs. - Enroll clients’ mobile and computer devices onto the BlackCloak platform - Manage and record all client interactions within the designated Support platform (or BlackCloak's set of Client Success tools). - Maintain working knowledge of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and education initiatives. - Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success. - Support external and internal customer-facing initiatives and events. - Participate in on-call shifts for client support, including nights and weekends, or as needed. What You Need to be Successful - Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination of these). - Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable. - Experience working directly with executive-level clients is preferred. - Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android. - Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus. - Privacy certification (like CIPP) or related identity theft experience (like CIPA), is a plus. - Exceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or email. - Highly developed customer service soft skills, including empathy and relationship-building abilities. - Ability to operate independently in a remote environment with a high degree of autonomy, as well as the ability to work under pressure, organize, and prioritize multiple tasks and responsibilities simultaneously. - Attention to detail and accuracy is a must. - Willingness to travel for company or client events in limited circumstances. $55,000 - $70,000 a year Final offer amounts are determined by multiple factors, including but not limited to geographic location as well as candidate experience and expertise, and may vary from the amounts listed above. About BlackCloak BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries. BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes: - 100% Remote Company, within the USA - Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents. - Health Savings Account with company contribution for eligible medical plans. - Flexible Vacation Plan - 10 Paid Company Holidays - 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance - 401k with Traditional and Roth options, including employer match. - Company Equity - Paid Parental and Pregnancy Recovery Leave - Company and team off-sites and virtual events throughout the year - Home office stipend We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. Learn More about Us Website: https://blackcloak.io LinkedIn: /blackcloak Twitter: @BlackCloakCyber White Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-download #liremote