Customer Success Specialist, Kalderos

• 1+ years of experience in administering and/or implementing a healthcare data management, medical claims, or similar SaaS/cloud-based product or platform or 2+ years in a customer success related role
• Demonstrated project management skills - effectively handle multiple customers, escalations, and priorities at once
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office) and Salesforce
• Ability to effectively communicate via virtual meeting and collaboration software
• Strong analytical skills with the ability to process and interpret data
• Excellent organization skills - work independently, prioritize and multi-task with minimal direction
• A sense of timeliness and urgency to address issues and resolve them expeditiously
• High standards for excellence and strict adherence to policies, controls, procedures, and timelines

Desirable

• For the Customer Success Specialist, Payer position, we’re looking for someone to ensure state Medicaid agencies have a positive experience through excellent customer service, providing comprehensive support through use of Kalderos’ applications, and developing process improvements to enable Kalderos operations to scale effectively
• Work with state Medicaid agencies to help bring transparency, trust, and contract compliance to drug discount programs for commercial managed care
• Analyze and perform QC and QA to deliver validated dispute reports to state agencies
• Engage US state agencies in dispute resolution on behalf of customers through a timely and comprehensive outreach process including monitoring automated messaging
• Minimize customer escalations through proactive state dispute and communication monitoring with an emphasis on accuracy
• Maintain a clear understanding of customer success criteria and align with assigned Kalderos business objectives (MBOs)
• Build and maintain workflows and business processes related to the dispute resolution management process
• Position yourself as the voice of the state agencies in order to troubleshoot issues that arise among various drug duplicate discount stakeholders
• Maintain knowledge base of industry news and state/federal policy regarding changes to invoicing, dispute resolution, and process guidelines
• Be curious, listen deeply, and get creative to ensure that we are providing our clients services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program