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.
What We Do
Ready to embrace the future of healthcare finance? Discover Jorie, where advanced AI technology harmoniously merges FinTech and HealthTech, revolutionizing your financial processes. Utilizing Robotic Process Automation (RPA) and sharp analytics, we deliver cost-effective solutions, amplifying profitability and scalability. Our AI drastically cut collection costs, boost revenue, and mitigate bad debt write-offs, all while ensuring smooth operations and informed decision-making. Jorie is more than a service; it's a partnership committed to achieving your financial aspirations, navigating the complexities of healthcare finances with a robust, efficient, and forward-thinking strategic approach.
