Customer Success Associate/Specialist
Company: Jorie AI
Location: Oak Brook
Posted on: April 1, 2026
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Job Description:
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.
Keywords: Jorie AI, Elmhurst , Customer Success Associate/Specialist, Customer Service & Call Center , Oak Brook, Illinois
