Manager, Claims Processing
About Carrot: Carrot Fertility is the leading global fertility, family-building, and lifelong hormonal healthcare platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support. 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: Bachelors 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, KPIs, 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. Fraud & Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected] Why Carrot? Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcares Innovators. Carrots global workforce has been acknowledged with several accolades, including Fortunes Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com. 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