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Provider Success Manager

EBlu Solutions

EBlu Solutions

Louisville, KY, USA
Posted on Jul 25, 2025
Job Type
Full-time
Description

eBlu Solutions was founded in 2012 to help specialty medical practices manage the complex workflow associated with high-cost infusion and injection treatments. Simply put, our solution gets patients to treatment faster.

JOB SUMMARY

In this dynamic role as a Provider Success Manager, this role will support appropriate patient access to care for patients, providers, pharmaceutical company representatives, and healthcare service companies. The focus will be on specialty prescription products with reimbursement and billing challenges. This role within the Provider Relations team focuses its efforts on supporting practices, accounts, and providers with necessary support materials and education to seek coverage for therapy for their patients. This position does not have any direct reports, and will report to the Provider Relations Manager

Note: This position will follow a hybrid model, with a minimum of 2 required in-office days.

POSITION RESPONSIBILITIES

  • Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, training clients, and minimizing churn.
  • Be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
  • Drive the adoption of new integrations, conduct regular outbound contact to deliver customer education and best-practice sharing, and you will proactively review customers’ operating environments, including competitive threats on the account.
  • The ideal Provider Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.
  • Research and problem-solving skills will help customers manage health, mitigate risk, and identify products that align with their strategic goals.
  • Success in this role will be measured through customer satisfaction, quarterly goals, and portfolio attrition prevention.
  • Manage client portfolios after a customer is activated.
  • Sustain profitability and add company value through portfolio growth.
  • Identifying key merchant objectives and challenges, building trust and credibility quickly.
  • Ability to confidently present standard solutions, explain the business value, and share insights into customer needs, potential barriers, and payer issues or opportunities for product access.
  • Ability to complete high-quality internal and external reporting requirements.
  • Mediate any issues between a client and the organization.
  • Develop, maintain, and facilitate the education of the eBlu Solutions’ portal capabilities and enhancements to clients to support account leads, pull-through and improve the practice support and experience
  • Educational components for success include reimbursement (coverage, coding & payment), specialty pharmacy processes, providing support services (e.g., benefits investigation, prior authorization), and patient support resources (e.g., copay assistance programs, patient assistance programs)
  • Adapts and pivots to manage change as it relates to the complexity of markets, policies, and dynamics of change.
  • Proactive and reactive managing through conflict; navigating the complexity of accounts and patient journeys.
  • Monitor Practice utilization of eBlu Solutions’ services.
  • Prepare reports for leadership as needed and/or upon request.
  • Collaborates with the compliance team on program audits; working with the leadership team to address audit findings and to implement corrective action plans.
  • Other duties and responsibilities as assigned by leadership based on client contracts and/or business needs.
Requirements

REQUIRED EXPERIENCE:

  • A bachelor’s degree in a related field or equivalent experience is required.
  • 3+ years of SaaS customer success experience.
  • 2+ years working with healthcare systems.
  • Experience in inside sales.
  • Energetic and driven to succeed within a fast-paced and cross-functional environment.
  • Interpersonal skills include managing and resolving conflict and building strong working relationships internally and externally.
  • Excellent strategic thinking, analytical, and communication skills.
  • Internal and/or external experience in formally training others.
  • Strong ability to resolve issues independently.
  • Experience with managing multiple priorities, complex customers, and projects, and being dynamic to change.
  • Ability to express ideas clearly in both written and oral communications.
  • Strong computer and technical skills are required; preferably Microsoft Word, Excel, and PowerPoint software applications.
  • Ability to collaborate and work independently to obtain high user adoption rates and satisfaction.
  • Compliance with all applicable policies and procedures, regulatory and legal requirements, and monitoring compliance during cross-functional team interactions.

PREFERRED QUALIFICATIONS:

  • A minimum of 3 years of experience in the healthcare industry with a strong understanding of the following:
  • Insurance verification and Claim adjudication - physician office, and outpatient billing
  • Prior authorizations, Appeals, Exceptions, Denials
  • Medical benefit procurement
  • Understanding of adjudication within Commercial and Government payers
  • Experience with Buy and bill models
  • Understanding of payers, Medicare, Tricare, Medicaid, and National and Regional Commercial payers
  • Experience working with office-administered drugs and/or infusion centers
  • Expertise in access and reimbursement issues surrounding coverage:
  • Coding and payer payment guidelines, payer policies, sites of care,
  • Understanding of coding guidelines (CPT/J-Code/ICD-10),
  • Statutory or commercial pricing structures or mandates
  • Quality programs related to value-based care and clinical care pathways
  • Understanding of medical vs pharmacy benefits and policy is preferred.
  • Working knowledge of drug reimbursement issues
  • Ability to negotiate favorable outcomes with payers and prescribers in obtaining needed information and decisions
  • Knowledge of HCPCS, CPT, and ICD-9 coding
  • Knowledge of reimbursement and patient assistance programs and database elements and functionality; operational policies and processes.
  • Experience with provider and/or payer setup with clearing houses.
  • Experience with multiple software that contributes to business and organizational goals like SaaS customer success, HubSpot, Asana, Miro, and Google Suite.

PHYSICAL & TECHNICAL ENVIRONMENT

  • Ability to work at a desk in the office for long periods of time.
  • The noise level in the work environment is moderate.\Specific vision abilities required by this job include close vision and color vision.
  • Ability to maintain focus under high levels of pressure/multiple priorities.

EBLU SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER - eBlu Solutions seeks talent from all backgrounds to bring diversity of thought, agility, and capability to our organization. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups based on national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, or any other legally protected aspect of a person’s identity.