Alphaeon Success Manager

Status: Full-Time, Exempt

Location: Remote; willing to travel to onboarding training and bi-annual meetings

Work Schedule : 8am-5pm Central

Salary: $72,100.00 + 5% target bonus

Department: Provider Services

About Alphaeon Patient Financing

Alphaeon is a leading patient financing company serving dental, vision, aesthetics, hearing, and medical specialty practices nationwide. We help practices expand access to care, increase approvals, and elevate the patient financial experience.

Role Overview

As an Alphaeon Success Manager, you will play a vital role in providing exceptional support to our network of practices, ensuring they have a seamless experience with our patient financing platform. The primary modes of communication are phone calls, emails or chats through our website. Alphaeon Success team members are subject matter experts on our platform and processes and leverage that knowledge to efficiently resolve anything that arises.

We are currently hiring for two Alphaeon Success Manager roles to support different functions within the team. Both roles will provide support to practices through inbound phone calls, chat and emails and will also partner with internal teams to resolve operational issues and improve processes. One position will focus on Centralized Support, concentrating on new practice enrollment review, practice bank account confirmation and updates and financial partner investigations. The second position will support the Case Management and Audit team, focusing on dispute resolution, compliance reviews, and fraud account monitoring. 

What You’ll Do

Provide world class customer service to our network of providers.

• The Alphaeon Success team is committed to maintaining a 99% service level on our Practice Hotline. Delivering white-glove customer service requires strong teamwork and focus to ensure all inbound calls, chats, and emails are handled promptly. Success team members are expected to handle a comparable volume of inquiries to ensure the workload is equally distributed.
• Maintain a high level of subject matter expertise in all Alphaeon Patient Financing tools, processes and systems to provide world class support. 
• Assist practices in navigating our online platform, guiding them through processes such as submitting an application, processing a transaction/payment, redirecting patient inquiries to the appropriate lending partner and educating on the Alphaeon Provider Dashboard.
• Troubleshoot and resolve any issues that come across your desk with an emphasis on efficiency and a goal of exceeding the expectations of the caller/inquirer. At Alphaeon we like to say - if you take the call, it is your responsibility to get a resolution by working with internal stakeholders (tech, product, marketing, leadership, etc) and external stakeholders (lending partners, integration partners, etc).
• Partner with internal teams to resolve operational issues and improve processes.
• Collaborate cross functionally to report opportunities, areas for improvement, and trends.

Functions specific to Centralized Support 

• Review new practice enrollments and complete underwriting checks.
• Assist in Financial Partner Investigations.
• Monitor practice funding and account updates. 
• Complete internal processes to ensure seamless experience with Alphaeon Patient Financing. 

Functions specific to Case Management

• Oversee a dispute territory, collaborating with providers and our Financial Partners to ensure case resolution is met prior to the deadline.
• Conduct annual audits to ensure program compliance, regulatory and policy adherence.
• Monitor accounts for potential fraud or irregular activity and escalate concerns as needed.

Functions specific to Dedicated Support

• Provide support to a dedicated territory of providers enrolled in Alphaeon Patient Financing. 
• Assist and manage new location onboarding processes. 
• Assist and manage internal processes to ensure seamless experience with Alphaeon Patient Financing within the dedicated territory.  

What You’ll Bring

Required

• 3+ years experience in a customer facing role
• Strong oral and written communication skills and high learning agility
• Ability to manage multiple priorities simultaneously
• Proficient in Gmail, Google Suite
• Self-motivated with a results-driven mindset that aligns priorities with the organization

Preferred (Nice-to-Have)

• Experience in Fintech, Healthcare, or Customer Success role with patient financing experience or experience working in practice setting (dental, vision or cosmetic) a bonus.
• Familiarity with Looker, Slack, Salesforce and Confluence
• Fluent in Spanish

Knowledge, Skills & Abilities

• Exceptional work ethic with a high level of professionalism
• Detail-oriented with the ability to manage priorities effectively
• Highly self-motivated and capable of working independently
• Results-driven mindset with a focus on achieving and exceeding goals
• Direct, confident, and effective communication skills
• Hands-on approach with the ability to take ownership of initiatives
• Proven ability to hold individuals and groups accountable to performance expectations

The most important quality of an Alphaeon team member is a positive attitude and the desire to help. We have a great product that can help practices, help more patients.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Note:

Alphaeon Credit, Inc. stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

Alphaeon Credit, Inc. is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process, please contact us at hr@alphaeon.com to discuss your needs.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.