Manager, Payments

The Role: 

Carrot is seeking a Manager, Payments who will manage Claims Processing team members while providing the following:

• Oversee the day-to-day claims processing operations and member communications, working closely with the other managers and leadership
• Manage schedules and duties of all Claims Processors related to business needs from a holistic view
• Hire and develop high-performing Claims Processors and Senior Claims Processors to provide world-class member service in multiple support channels
• Work closely with the Director of Payments to evaluate, test, and implement departmental and operational improvements. 
• Drive operational excellence by monitoring and holding team members accountable to KPIs and individual metrics. 
• Be available to work Monday through Friday 11:00 AM - 8:00 PM CT

The Team: 

The Payments team is a group of compassionate and dedicated individuals focused on contributing to Carrot's mission of inclusivity and accessibility in fertility and family-forming services. This team is responsible for adjudicating all incoming member reimbursement requests, while ensuring an exceptional member experience. The team will coordinate activity with insurance payers to ensure that payment for applicable care is quickly and accurately facilitated. 

This role will be based in office in Des Moines, Iowa.

Minimum Qualifications: 

• Bachelor’s degree
• 3-5 years of experience in healthcare, insurance, or related SAAS technology leading a high-growth team dedicated to service.
• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
• Requires extensive customer service experience, people management, and organizational skills.
• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support. 
• Passion, experience, and/or genuine interest in the family-forming space.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Proven performance management and development skills.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
• Interacts with peers and associates on business and technical issues
• Ability to oversee direct functions, delegate work, and effectively negotiate issues with leadership
• Prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Extensive knowledge of insurance regulations and industry best practices
• Proficiency and comfort using business tools (e.g., Jira, Confluence, Zendesk, Airtable, G-Suite)

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $100,000-$130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

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