Customer Success Associate/Specialist

Jorie AI•Oak Brook, IL

1d•Remote

About The Position

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.

Requirements

5-7 years in client service in medical revenue cycle management, and managing complex, fast-paced projects.
Understanding of medical billing concepts and terminology.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Basic understanding of the product/service and ability to learn new technologies quickly.
Dedication to ensuring customer satisfaction and success.
Lead by example in demonstrating "gold standards" behaviors.
Recognize quality service issues and provide feedback on opportunities for improvement.
Appropriately escalate issues beyond the scope of the job.
Demonstrate ongoing competency skills, problem-solving abilities, and decision-making capabilities.

Responsibilities

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