Prompt Therapy Solutions Inc

Customer Support

• Respond to customer questions and requests regarding RCM and billing software questions via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
• Support engineering ticket creation, review and prioritization
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features

Billing Tech Support Specialist, B2B SaaS

Full-stack Engineer

• Influence Engineering team strategy and product architecture
• Create technical specifications for up and coming features
• Oversee engineering grooming sessions and delegate feature development estimations
• Mentor up and coming engineers
• Develop new features for the Product
• Participate and contribute to the Code Review process
• Engage in Design Reviews, Product Retrospectives, and other team based ceremonies
• Conduct technical interviews with candidates to help build the Prompt Team

Senior Full Stack Software Engineer – B2B SaaS

Customer Success Manager

• Onboard enterprise billing teams to train their entire RCM staff on billing best practices and support their smooth transition onto the platform
• Assist sales as needed on the sales cycle for enterprise prospects
• Assist in teaching submission, posting, invoicing, AR, etc best practices on Prompt to enterprise teams, and teams of other sizes as needs arise
• Have a deep knowledge of Prompt Reporting, Industry Accounting and AR practices, and understanding of Excel and data analysis functions
• Provide reporting training to teams of all sizes, particularly in the areas of accrual accounting, AR reporting, and RCM KPI data
• Support client accounting and finance teams in learning to obtain necessary reporting from the Prompt reporting suite
• Have a deep knowledge of the full revenue cycle and a baseline understanding of the role EDI/ERA plays.
• Build relationships with enterprise billing teams
• Understand unique team needs to help configure and develop workflows with their new EMR/PM system
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Provide guidance and expertise to billing success managers and interdepartmental partners

Enterprise Billing Success Manager – B2B SaaS

Therapist

• Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
• Support engineering ticket creation, review and prioritization
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features

Clinical Tech Support, Rehab Therapists, Therapist Assistants, Rehab Technicians

• Build deep, trust-based relationships with clients
• Own the client relationship for Prompt + Prompt RCM users
• Develop a thorough understanding of each client’s business goals
• Host regular client cadence meetings
• Monitor and respond to client support inquiries
• Support clients through clinical and billing workflows
• Analyze client performance data and KPIs
• Identify and manage churn indicators
• Maintain expert-level knowledge of Prompt’s software and RCM offering
• Collaborate cross-functionally with internal teams
• Champion client feedback and contribute to team-wide strategies

Client Success Manager, B2B SaaS

• As an Enterprise Client Success Manager, you will be responsible for driving the customer satisfaction, retention, and expansion among our largest customers.
• You will achieve this by building strong, long-term relationships and by ensuring Prompt consistently delivers exceptional customer value and increased product adoption.
• This role requires close collaboration with cross-functional teams to support the overall growth and success of your assigned accounts.
• You must be a Prompt platform expert, enabling you to guide your clients from onboarding to renewal and ensure they receive a world-class experience while maximizing their software investment.
• All post-sales activities including onboarding, product training, technical support, account management, and consultative guidance (within reason)
• Build and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic vision
• Earn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listening
• Interact with C Suites of our largest clients on a daily basis
• Foster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suite
• Be the main point of contact for Prompt’s largest most influential customers, with ownership over product utilization and customer expansion inclusive of converting live trials (enterprises engage in a trial period) to long-term customer contracts
• Develop and deliver both periodic and frequent client success reviews focusing on client performance and effectiveness, strategic insights, and actionable recommendations that drive best in class results
• Develop and maintain a deep understanding of our product offerings to effectively support, grow, and lead our enterprise customers
• Have a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycle
• Collaborate with team members and management in recommending and implementing improvement opportunities
• Facilitate and quarterback conversations to the correct Prompt teammates including but not limited to: data transfer questions, EDI questions, billing related questions, feature requests

Enterprise Client Success Manager – B2B SaaS

Manager

• Develop and maintain deep expertise in Prompt’s billing and reporting suite to troubleshoot complex billing workflows and product behaviors.
• Support Prompt’s largest and most complex customers by partnering closely with Enterprise Billing Success Managers (BSMs).
• Participate in regular enterprise customer calls to assist with billing troubleshooting, product logic discussions, and follow-up action items.
• Translate customer feedback and enterprise call discussions into clearly documented engineering tickets, feature requests, and use cases for Product and Engineering teams.
• Track, triage, and follow up on enterprise billing issues to ensure accurate internal escalation and timely resolution.
• Provide internal teams and customer-facing stakeholders with clear updates on billing-related product issues, fixes, and enhancements.
• Identify patterns in billing inquiries and product behavior to proactively recommend product improvements and workflow optimizations.
• Assist in prioritizing billing-related product tickets by evaluating customer impact, urgency, and strategic importance.
• Contribute to the development and improvement of internal documentation and knowledge resources to help scale troubleshooting and support efforts.
• Advocate for enterprise customer needs by partnering cross-functionally with Product, Engineering, and Success teams to improve the billing experience.

Enterprise Billing Experience Manager – B2B SaaS

• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
• Support development and update of the internal and external knowledge base to help scale our help desk support
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
• Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
• Support engineering ticket creation, review and prioritization
• Share user feedback to Product function and help them translate the feedback into features that customers find valuable
• Regularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs.

Client Experience Manager

• The Director of RCM Analytics is responsible for end-to-end operational ownership of client revenue cycle performance across all sites.
• This role serves as the owner for client setup, system configuration, reporting alignment, and ongoing RCM optimization ensuring every customer is fully operational, structurally sound, and positioned for success from day one.
• This individual combines deep revenue cycle expertise, advanced analytics capability, and strong operational leadership.
• Actively monitor performance in real time, identify root-cause operational gaps early, and drive corrective action with internal teams and client leadership when needed.
• Play a central role in ensuring RCM performance is scalable, measurable, and continuously improving across the organization.
• Serve as a Prompt product and BI expert ensuring system configurations, automation tools, and reporting environments are fully optimized while interfacing directly with the Product team on feature gaps and enhancement opportunities driven by RCM and enterprise needs.

Director of RCM Analytics – Client Success

Support Engineer

• Manage Help Scout and Accounts Receivable processes from start to finish.
• Execute invoicing processes with extreme precision.
• Handle tense interpersonal situations with tact.
• Partner with Sales and Success teams to handle customer education and support.
• Proactively identify patterns in support tickets to scope issues.

Financial Customer Support Analyst

Growth Marketing

• Own growth outcomes end-to-end
• Take a goal such as conversion, retention, or expansion and design the plan, coordinate execution, and drive the result.
• Define success metrics, set targets, and build the operating rhythm to hit them, including tracking, reviews, and iteration.
• Identify drop-offs across the funnel, from lead to opportunity to close, and from onboarding trials to activation to expansion revenue.
• Use qualitative and quantitative inputs such as product data, CRM signals, win/loss insights, and support themes to pinpoint where effort will matter most.
• Run growth projects across Product, Sales, Customer Success and Account Management, Creative, and RevOps teams while keeping work scoped, prioritized, and unblocked.
• Drive alignment through clear briefs, timelines, decision-making, and leadership.
• Create scalable systems such as lifecycle sequences, launch checklists, expansion programs, dashboards, experiment templates, and enablement kits.
• Turn successful tests into repeatable motions that compound over time.
• Develop materials that improve conversion and execution, including messaging and positioning, pitch decks, one-pagers, FAQs, talk tracks, objection handling, and customer stories.
• Ensure customer-and-prospect-facing teams have what they need to deliver consistent messaging and outcomes.
• Run experiments with clear hypotheses, lightweight execution, and rapid learning loops.
• Make decisions with imperfect data, then refine quickly based on results.
• Provide feedback, coaching, and structure to help junior marketers ship better work faster.
• Model strong prioritization and clear thinking for cross-functional partners.

Growth Marketing Lead

Financial Planning and Analysis

• Manage high-volume data architecture within NetSuite to ensure revenue is captured, billed, and reported accurately.
• Develop a deep understanding of the end-to-end revenue generation cycle. Ensure that what is promised in Sales contracts is accurately reflected in billing and tracked properly in the data sets.
• Implement a "Zero-Error" framework through regular system audits. Deliver post-billing accuracy reports that identify root causes of discrepancies and implement permanent systemic fixes.
• Act as the primary internal consultant for the Customer Finance team, identifying manual "bottlenecks" and replacing them with automated workflows to drive team scalability.
• Lead the integration and optimization of tools like Pendo and NetSuite to automate customer communications and billing notifications, reducing manual outreach.
• Oversee the creation and maintenance of a robust "Knowledge Base" in Notion/HelpScout, ensuring all Customer Finance processes are documented for business continuity and training.
• Continue developing the Customer Finance team into a high-output unit by providing dedicated coaching, identifying individual growth paths, and setting clear KPIs for performance.
• Identify departmental gaps (staffing, tools, or training) and work with leadership to resolve them, ensuring the team remains agile as volume increases.
• While overseeing the department, you will personally own high-complexity billing cycles to maintain a "pulse" on system performance and team requirements.
• Build and maintain high-level partnerships with Sales, Legal, Customer Success (CS), and Internal Finance. Ensure finance policies are understood and followed across the customer lifecycle.
• Establish a recurring cadence with Senior Leadership across departments to gather feedback on finance support and proactively communicate process changes.
• Act as the final escalation point for complex customer financial issues, ensuring a "solutions-oriented" approach that balances company policy with customer retention.