Customer Success Associate​/Specialist

Overview

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.

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

• 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.

• 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.

• 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.

• 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.