Customer Success Associate/Specialist

Company: Jorie AI
Location: Oak Brook
Posted on: April 1, 2026

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, Mount Prospect , Customer Success Associate/Specialist, Customer Service & Call Center , Oak Brook, Illinois