Customer Success Associate - Healthcare Payments

JPMorgan Chase & Co. • Philadelphia, PA

3d

About The Position

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences.
As a Customer Success Associate in Healthcare Payments, you will play a crucial role in supporting customers in their journey toward achieving their desired outcomes. You will work closely with our Customer Success team and other cross-functional groups to ensure a seamless customer experience. This role provides an opportunity to grow your skills within a fast-paced, team-oriented environment. Your primary responsibility will be to help healthcare providers maximize the utilization and satisfaction with our products and services.
J.P. Morgan Healthcare Payments powers a better healthcare payments experience on one platform that connects consumers, providers, and payers for every healthcare payment transaction. The Customer Success Manager requires a self-motivated, problem-solving healthcare professional who wants to learn and be challenged in a fast paced, team-oriented environment. The Customer Success Manager is responsible for helping healthcare providers maximize the utilization and satisfaction with InstaMed products and services.

Requirements

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area
• Strong verbal and written communication skills
• Comfortable using technology with a willingness to learn new technological skills, programs, and tools
• Demonstrated analytical skills and critical thinking ability
• Strong technical aptitude and ability to effectively communicate with both technical and business stakeholders.
• Ability to quickly learn and understand InstaMed’s products and articulate best practices to maximize the value of our solutions.
• Sound judgment in responding quickly and effectively to customer inquiries and managing customer expectations.
• Minimum of 2 years’ experience in a healthcare industry

Nice To Haves

• Healthcare technology experience preferred.
• Bachelor’s Degree or higher, or equivalent work experience

Responsibilities

• Helps execute product adoption, expansion, and retention activities to support a healthy customer base
• Investigates and resolves customer issues in a timely and efficient manner
• Maximize revenue retention by identifying service and utilization trends, then developing and executing action plans to address the issues.
• Manage service escalations by identifying the scope of the issue, containing the impact, managing the positioning and communication, and ensuring the issue is brought to full resolution.
• Collaborate with customer stakeholders on the analysis and prioritization of defects and enhancements. Then coordinate internal prioritization and position timing expectations with your customers.
• Collaborate with other teams within J.P. Morgan in support of your customers, including facilitating regular meetings with stakeholders and managing follow up action items.

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level