Claims Processor

About Carrot:

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member's life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries - from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets - including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review - as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com.

The Role: 

You'll report to our Manager, Payments and support Carrot's existing members and internal business partners to ensure the best possible experience. In this role, you will be responsible for adjudicating member out-of-pocket expenses, supporting eligibility checks, tracking the life cycle of claims, and reviewing member transactions incurred using the Carrot Card. You will collaborate and cross functionally work with other teams in the organization to ensure that payment for applicable care is quickly and accurately facilitated. This role will respond timely to member needs, questions and requests pertaining to their claims. Additionally, this role requires a tech-savvy, process-oriented person with superb written communication skills and an interest in furthering Carrot's mission of affordable and accessible fertility and family-forming care for all.

This is an in office position in West Des Moines, Iowa. The needed shift is 10:00 am- 7:00 pm CST, Monday through Friday. Training will take place over the first 4-6 weeks, between the hours of 8:00 am to 7:00 pm CST.

Key Responsibilities: 

• Process 53+ claims each working day, maintaining a quality assurance score of 93% or higher
• Promptly and empathetically attend to member questions 
• Support both US and non-complex global claims, including Carrot Card transactions
• Provide direct support on post-adjudication impacts to claims (ex: Refunds, Reconciliations, Adjustments)
• Provide on-call member support via Pagerduty as needed

The Team: 

This role will work within a team of claims processors, coordinating cross-functionally to provide prompt service to members.

Minimum Qualifications: 

• Bachelor's degree
• Must be available to work Monday through Friday between the hours of 10:00 am- 7:00 pm CST
• Adaptable to a fast-paced, ever changing work environment with an ability to continually learn, obtain information, and retain information essential to helping members
• Highly detail-oriented with superior multi-tasking skills
• Ability to work independently with little management or direction on routine duties or projects
• Exceptional verbal and written communication skills with an ability to empathetically support a diverse member population
• Strong problem-solving skills to analyze, troubleshoot and resolve issues

Preferred Qualifications: 

• Knowledgeable with insurance regulations and industry best practices
• Experience working at a fast-growing tech company or digital health company
• 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, paid time off, sick time, parental leave, family-forming assistance, and a competitive compensation package. This is a non-exempt position with a base pay of $24.00-$28.00 per hour, plus a variable. In addition, this role may include variable compensation based on performance. Overtime pay will apply when required, and paid overtime may be necessary during peak periods. The actual rate of pay will be determined based on job-related skills and experience.

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 Healthcare's Innovators. Carrot's global workforce has been acknowledged with several accolades, including Fortune's 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.