Director, Payments Jobs

About Carrot

Carrot Fertility is the leading global fertility care platform for women, who are often at the center of fertility care decisions and consequences. Plus, Carrot serves people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of 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. Whether there is a need for care through fertility preservation, male-factor infertility, pre-pregnancy, IVF, pregnancy and postpartum, adoption, gestational surrogacy, or menopause, Carrot supports members and their families through many of the most memorable and meaningful moments of their lives.

The Role

As the Director of Payments, your contributions will be critical to supporting Carrot’s Payment team support for our diverse and global customers and their members, along with supporting Payments Managers and Claims Processors to success. You will be responsible for data driven decisions relative to performance indicators, expansion, and annual seasonality.

The Team

As a leader, you’ll have the exciting opportunity to steer a diverse and inclusive team made up of full-time, part-time, agency/temporary workers, and consultants. You’ll be collaborating closely with our Director of Care Navigation, tapping into their expertise, and feeling right at home in the world of data analysis and manipulation.

In addition, you’ll partner with our VP of Member Success to streamline processes and ensure everything runs smoothly and consistently. Making informed decisions and optimizing outcomes will be a major part of your role.While also working closely with our Customer Experience Operations team, you’ll be driving operational efficiencies and taking the customer experience to the next level. Your leadership will extend beyond your team as you build strong partnerships with other members of the success leadership team and the customer success crew. Together, we’ll strive for nothing less than operational excellence and going above and beyond to exceed customer expectations.

Minimum Qualifications

• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.
• Experience implementing, growing, and scaling a service delivery model including but not limited to processing out of pocket reimbursements, HRA benefits, and other member submitted inquiries.
• 5+ years of experience in healthcare, insurance or related SAAS technology leading a high growth team dedicated to service.
• Proven performance management and development skills.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Requires extensive claims processing experience, people management, and organizational skills.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
• Passion, experience, and/or genuine interest in the family-forming space.
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership.
• Interacts with peers and managers on business and technical issues.

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 $165,000 - $180,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.

Carrot is fully distributed, with teams in more than 40 states across the United States and dozens of countries around the world. It has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.