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 Opportunity 🚀 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 in a timely manner 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 onsite position in West Des Moines, IA. The schedule is Monday-Friday from 10:00 am to 7:00 pm CST. Training will take place over the first 4-6 weeks, between the hours of 8:00 am and 7:00 pm CST. What You’ll Own 💼 In this role, you will: 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 What Success Looks Like 📈 In your first 12–18 months, you will have: Consistently processed claims accurately, efficiently, and in accordance with plan guidelines and established procedures. Build strong working knowledge of our benefit, systems, workflows, and quality standards. Meet or exceed role-specific productivity, turnaround-time, and quality expectations. Resolve member and partner questions with professionalism, empathy, and clear communication. Identify potential errors, missing information, and process issues before they create unnecessary delays. Demonstrate sound judgment when escalating complex or unusual claims for additional review. Contribute ideas that improve the claims experience, reduce rework, and strengthen team efficiency. Become a trusted teammate who supports a reliable, fair, and positive experience for every member. About You ✨ You likely have: Bachelor’s degree (required) Availability to work Monday through Friday between the hours of 10AM-7PM 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 wi…