Customer Success Associate/Specialist

About Jorie AI: At Jorie AI, we offer full-service Health Care Revenue Cycle Management and pride ourselves on delivering superior customer service with the latest AI automation technology. As a fast-growing company, we provide a dynamic and fun work environment. Our success is due in part to our exceptional staff and commitment to diversity in the workplace. Join us and be a part of our thriving team of healthcare experts.

About the Role: 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.

Location & Hours:

• Location: Remote
• Travel: Required 25% to 35%
• Hours: Dependent on location.

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.

Candidate Qualities:

• Leadership: Lead by example in demonstrating "gold standards" behaviors.
• Service Quality: Recognize quality service issues and provide feedback on opportunities for improvement.
• Escalation: Appropriately escalate issues beyond the scope of the job.
• Competency: Demonstrate ongoing competency skills, problem-solving abilities, and decision-making capabilities.

Required Skills/Abilities/Education:

• 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.

Additional Responsibilities:

• 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.