Client Experience Manager (CXM) Team Lead

Client Experience Manager Team Lead

Company Overview:
Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on a Client Experience Manager Team Lead to support the CXM team as we continue to scale our Client Experience team!

The Role:

Prompt has an industry-leading Client Experience team in need of a highly motivated teammate to oversee Client and Billing Experience Managers, ensuring we provide exceptional support and expertise to our clients. In this role you will drive team performance, foster a culture of continuous improvement, and advocate for both customer and team needs within the organization. Our support is provided through a single channel, tiered structure to deliver the highest quality response as efficiently as possible.

You will also work alongside our Tech Support Specialists, Client Success Managers (CSMs), Billing Success Managers (BSMs), and Enrollment Team so everyone is on the same page with support ticket processes.  You will report to the Manager of Client Experience.  This position offers an exciting opportunity to help scale and enhance Prompt’s Client Experience Team as we continue to expand.

Why work for Prompt?

• BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.

• Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.

• Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).

• Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :)

Key Responsibilities:

• Interview, Hire, and Onboard new Client and Billing Experience Managers.

• Mentor and coach CXMs and BXMs, conduct regular 1:1s, performance reviews, and career development discussions with team members, and escalate personnel issues to leadership as needed.

• Monitor and analyze team metrics (e.g., ticket resolution times, customer satisfaction scores) to identify areas for improvement and drive accountability.

• Serve as an escalation point for complex customer inquiries or concerns, ensuring timely and effective resolutions.

• Advocate for customer needs by identifying trends, challenges, and opportunities for improvement across the CS Team.

• Assist in onboarding new CS Team members to ticketing processes and troubleshooting workflows; educate existing CS Team members regarding process changes and areas of the product that require additional team training

• Support the rollout of new features, tools, and processes, ensuring the team is prepared to assist customers effectively.

• Collaborate with the Engineering and Product team related to ticketing trends and engineering tickets

• Lead mass communications to customers when needed including managing communications during service outages.

• Oversee internal documentation efforts and delegate as needed related to ticketing processes

• Take on additional responsibilities as needed, demonstrating flexibility and a proactive approach to achieving team and company objectives.

Minimum Requirements:

• Healthcare Experience: 

  • 2-5 years of experience in the Rehabilitation Industry preferred

• Prefer 1-3 years of experience leading a Support or CX Team

• Must be highly proficient in both written and verbal communication skills

• Ability to lead team meetings in order to educate teammates regarding processes and the Prompt Product

• 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

• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure

• Comfort communicating to leadership for assistance when needed

• Prepared to grow very quickly into your role and take on greater responsibilities as needed

• Be comfortable owning your own workload

• Proficient skills in Word, Excel, PowerPoint, Google Workspace, Slack

Perks - What you can expect:

• 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

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.