Customer Success Manager

About evermore

evermoreis a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. 

The Job at a Glance 

Reporting to the Director of Customer Success, you will serve as the operational muscle powering evermore’s new reimbursement product. You will possess an unwavering commitment to compliance to policy and regulations, navigating these with – and on behalf of – our customers. You operate with maximum transparency with appreciation for the value and necessity of timely data and reporting. Most importantly, you promote a positive experience for beneficiaries and customers alike, moving with both speed and precision. 

What You Will Do 

Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same.  Typical responsibilities of the role include:  

• Develop and refine internal procedures and workflows in accordance with policy and regulations 
• Maintain hyper-organized customer and beneficiary documentation 
• Serve as primary point-of-contact for reimbursement vendors 
• Manage the day-to-day operations of the reimbursement product by: 
• Tracking the status of reimbursement requests, with careful attention paid to the timely adjudication of each,  
• Facilitating proactive outreach in writing and by phone to beneficiaries about the status of reimbursement requests,  
• Reviewing all written correspondence to beneficiaries about the status of their request,  
• Fielding incoming reimbursement requests submitted by both mail and email,  
• Responding to inquiries from internal stakeholders, like Customer Care and Account Management, as well as customers, and 
• Maintaining data dashboards and associated reporting. 

About You 

While every candidate brings a unique resume and prospective, an ideal candidate will include:  

• 7-10 years of direct experience with billing, reimbursement, and/or prior authorization  
• Willingness to engage directly with beneficiaries to convey information that may, at times, conflict with the beneficiaries’ desired outcomes 
• Adept writer who can communicate clearly and concisely to a variety of audiences through different modes, including case notes, emails, and internal/external reports  
• A self-starter committed to get up to speed quickly and execute with quality and autonomy within the first 60 days on the job 
• Relentless pursuit of process efficiency without sacrificing quality. In the past you have been able to nearly “automate yourself out of a job” with the processes you built 
• Truth-teller – communicates facts no matter how inconvenient they may be 
• Operates with an eye for detail and appreciation of the balance of the big picture and minutia   

Other Requirements

• Travel may be required from time to time as part of the role, for company events and business needs
  
• evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request   
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future 
• All offers for employment are contingent upon successful completion of a background check 

What We Offer 

• Competitive base salary ranging from $124,200-$139,275, discretionary bonus, and equity; depending on experience/qualifications 
• Benefits  
  • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 
  • 100% Employer Paid Short-Term & Long-Term Disability 
  • 100% Employer Paid Basic Life Insurance Policy  
  • Employee Assistance Program (EAP) 
  • 401(k) Program
    
• Discretionary PTO
• Paid holidays
• Parental Leave
• Flexible work schedule within core hours
• Work anywhere in the USA as we are a fully distributed team from coast to coast 

 

evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com. 

evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. 

To all recruitment agencies: evermore does not accept agency resumes, please do not forward them to any evermore employees.