Customer Success Associate/Specialist

Jorie AI•Oak Brook, IL

2d•$80,000 - $100,000•Remote

About The Position

As a Customer Success Specialist (CSS) at Jorie AI, you will oversee daily interactions between revenue cycle management (RCM) clients and interdepartmental teams. You will co-manage the end-to-end process of onboarding new customers, from initial contact through ongoing support of the account. Reporting to the Client Account Director, you will collaborate closely with our US and India-based onboarding, development, and operations teams.

Requirements

Experience: 5-7 years in client service in medical revenue cycle management, and managing complex, fast-paced projects.
Knowledge: Understanding of medical billing concepts and terminology.
Communication: Excellent verbal and written communication skills.
Organization: Strong organizational skills and attention to detail.
Technical Aptitude: Basic understanding of the product/service and ability to learn new technologies quickly.
Customer Orientation: Dedication to ensuring customer satisfaction and success.

Responsibilities

Client Interaction: Handle client inquiries received via telephone, email, etc. providing superior service.
Meetings & Documentation: Schedule client meetings, gather necessary documents for onboarding, and maintain accurate records.
Onboarding: Assist in the onboarding process, providing education and training to clients about RCM processes.
Client Calls: Prepare and run weekly and monthly check-in and KPI customer calls.
Reports: Produce monthly and quarterly account overview reports summarizing the health of each assigned account.
Upselling: Identify opportunities to upsell current accounts on additional and new service lines.
Issue Resolution: Continuously review and troubleshoot client concerns, monitoring KPIs and communicating trends.
Process Improvement: Provide suggestions for process improvements related to customer success operations.
Project Coordination: Maintain detailed project plans, manage timelines, and ensure timely and successful project completion.
Relationship Management: Build and maintain positive relationships with customers, ensuring their satisfaction and loyalty.
Feedback Collection: Gather feedback from customers regarding their experiences, challenges, and suggestions for improvement.
Client Strategy: Establish strategic advisor relationships with clients, providing insights on financial health and guidance on achieving their goals.
Business Reviews: Conduct business review presentations to communicate practice financial health and identify revenue cycle improvement opportunities.
Denial Trends: Report monthly denial and rejection trends, recommending process improvements.
Primary Contact: Act as the primary client point of contact, resolving conflicts and providing timely solutions.
Workflow Modifications: Approve and implement workflow modifications to meet client needs.
Action Plans: Develop and monitor action plans for client escalations/concerns.
Client Training: Provide guidance and education to the Jorie team on resolving outstanding AR and other related issues.
System Parameters: Establish and maintain system parameters for efficient and effective claim submissions.
Operational Efficiencies: Collaborate on quality/productivity/TAT barriers and assist with automation initiatives.
Client Training Needs: Identify client training needs.
New Clients: Ensure success of newly implemented clients with enhanced monitoring post-go-live.
Offboarding: Complete the offboarding process for clients exiting RCM services.
Industry Standards: Maintain up-to-date knowledge of healthcare industry standards and pediatric medicine.