Customer Operations Lead

Joyful Health•New York City, NY

5d•Hybrid

About The Position

Joyful Health is building the financial operating system for healthcare, aiming to fix the financial chaos that plagues healthcare practices. Currently, practices lose $125 billion annually due to fragmented data, manual workflows, and opaque systems. Joyful Health's AI-powered system simplifies financial operations, allowing providers to focus on patient care. The company, which recently secured $22M in Series A funding, has a significant opportunity to impact the healthcare payment ecosystem. They are seeking passionate individuals to help empower medical practices and solve critical healthcare finance problems.

Requirements

Deep alignment with Joyful Health's mission to fix broken healthcare systems.
5+ years of experience in a systems-heavy role, preferably at a startup, in consulting, or finance, with a proven ability to build process and tooling from scratch.
Genuine fluency with AI, with the ability to provide specific examples of how AI tools have been used to improve work processes.
Fluency in modern ops tooling, including CRMs, ticketing systems, and BI/reporting tools (HubSpot and Dialpad are ideal), and the automation layer connecting them.
Systems-thinking approach to mapping workflows, identifying friction points, and designing efficient input-to-output processes.
Rigor and a controls-minded approach to money-adjacent and sensitive data workflows like invoicing, customer access, and account records.
Comfort with building from scratch, making decisions with incomplete information, and iterating based on learning.
Low-ego and collaborative attitude, with the ability to partner across functions, prioritize effectively, and accept feedback.
NYC-based with openness to coming into the office 3 days a week.

Nice To Haves

Experience in the healthcare industry.

Responsibilities

Own the customer onboarding system, including building and managing the systems, playbooks, and tooling for Revenue Cycle Success Managers (RCSMs).
Manage the invoicing process, ensuring accuracy, timeliness, and appropriate controls for financial and healthcare data workflows.
Optimize the Customer Success (CS) and post-sales technology stack, including HubSpot CRM, Dialpad, and other platforms, integrating AI and automation.
Maintain the accuracy of customer records, access, and scope, including managing the exclusions registry and customer portal logins.
Develop Standard Operating Procedures (SOPs) and drive product/workflow changes for RCSM execution, ensuring repeatable processes.
Coordinate customer go-live milestones and manage the intake and routing of enterprise custom-request for customized recovery plans.
Act as the operational voice for customer-impacting workflows to the Product team, advocating for improvements that benefit customers and RCSMs.