About Our Organization
At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing. Our success is measured when we can empower all of healthcare to focus more on improving the health of people.
That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.
That’s where you come in!
Who We’re Looking For
For the Customer Success Specialist, Payer position, we’re looking for someone to ensure payer customers have a positive experience through excellent customer service, providing comprehensive support for customer use of Kalderos’ applications, and developing process improvements to enable Kalderos operations to scale effectively. For this position description, the Customer Success Specialist will focus on the payer customers (state Medicaid agencies and their vendors).
We’re a team of people striving for the best, so naturally, we want to hire the best! We know that job postings can be intimidating, and don’t expect any candidate to check off every box we have listed (though if you can, AWESOME!). We encourage you to apply if your experience matches about 70% of this posting.
Work with states using our payer solutions to bring transparency, trust, and contract compliance to drug discount programs.
Minimize customer escalations through proactive account monitoring.
Work to drive full adoption and high utilization of Kalderos solutions.
Maintain a clear understanding of customer success criteria and align with Kalderos objectives and key results (OKRs).
Troubleshoot issues that arise among various drug duplicate discount stakeholders.
Gather and assemble information for customers and internal stakeholders for status updates and business reviews.
Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results.
Support the training of new Kalderos employees on solutions, tools, and applications used for customer engagement and deliverables.
Identify and build greater efficiency and effectiveness into critical execution activities.
Assist product team in the identification and development of new features and functionality.
For Payer Solutions
Analyze and perform QC and QA to deliver validated dispute reports to state agencies.
Build and maintain workflows and business processes related to the dispute resolution management process.
Engage US states in dispute resolution.
Maintain knowledge base of industry news and state/federal policy regarding changes to invoicing, dispute resolution, and process guidelines.
Build and maintain workflows and business processes
General Experience Guidelines
We know your experience extends beyond what you have on paper. The following is a guideline of general experience we’re looking for in this role:
Bachelor’s degree in business, science, technology, healthcare administration field, or equivalent.
2+ years of experience in administering and/or implementing a healthcare data management, medical claims, or similar SaaS/cloud-based product or platform.
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).
Ability to effectively communicate via virtual meeting and collaboration software.
Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI.
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.
Set Yourself Apart
Advanced degree in pharmacy, life science, healthcare administration, or accounting.
Project Management certification or methodology training (PMP, PRINCE2, SAFe, or equivalent).
At least 1 year of experience with the 340B program and/or the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies).
Working knowledge of retail pharmacy, hospital pharmacy billing systems, or EMR/EHR.
Experience with the 340B program, the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies) and/or commercial managed care pharmacy contracts.
Experience with data manipulation/data analysis using Tableau, Power BI, SQL, or equivalent.
Highlighted Company Perks and Benefits
Continuous growth and development: Annual continuing education stipend supporting all employees on their ongoing knowledge journey.
Celebrating employee milestones: bi-annual stipend for all full-time employees to help you celebrate your exciting accomplishments throughout the year.
Work From Home Reimbursement: quarterly funds provided through the pandemic to help ensure all employees have what they need to be productive and effective while working from home.
A fair PTO system that allows for a healthy work-life balance. There’s no maximum, but there is a minimum; we want you to take breaks for yourself
401K plan with a company match
Choose your own Technology: We’ll pay for your work computer
What It’s Like Working Here
We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
We empower each other: from our DEI Council, to affinity groups for underrepresented populations we believe in ensuring all voices are heard.
We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture.
We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.
Kalderos is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
Due to the circumstances of the COVID-19 pandemic, Kalderos has decided to protect our current and future employees by shifting to an entirely remote workforce. We will continue to operate, interview, onboard, and work remotely. Please be aware that some of our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC