Operations Associate, Customer Success Operations

10 hours ago

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SmarterDx

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Artificial Intelligence • Healthcare Insurance

SmarterDx is a company that specializes in clinical AI, offering solutions to improve hospitals' revenue integrity and quality metrics. By analyzing 100% of patient charts, SmarterDx's proprietary AI algorithms identify differential diagnoses that may otherwise be missed, providing a significant boost to revenue opportunities for hospitals. Their services enhance clinical documentation integrity (CDI) by flagging clinical evidence with missing diagnoses or diagnoses lacking associated evidence, thereby ensuring compliance and streamlined workflows. SmarterDx prides itself on delivering immediate results and high customer satisfaction, thanks to its AI-driven insights which save time for CDI teams performing repetitive tasks.

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

💰 $6M Seed Round on 2022-04

📋 Description

• Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues • Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts • Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests • Proactively documents and trains the Customer Success team on new or updated processes • Leverages SQL to complete back-end queries to effectively triage complex customer issues

🎯 Requirements

• 5+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization • 3+ years of experience creating and optimizing standard operational procedures • Must have strong experience in at least one of the following: • Technical troubleshooting and problem-solving using SQL • Experience with clinical documentation improvement (CDI) software or related healthcare applications • Experience at a startup or healthcare company • Excellent communication skills, with the ability to work comfortably with technical and clinical teams • Flexible team player with a strong ability to adapt to changing priorities and department goals • Strong empathy and patience, with a genuine desire to help colleagues and customers succeed • Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support • Ability to quickly learn and adapt to new technologies and processes • Excellent time management and prioritization skills in a remote environment • Proactive approach to identifying and resolving potential issues before they escalate.

🏖️ Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan. • One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan. • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for birthing parents and 6 weeks for non-birthing parents. • Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend. • Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you. • Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills. • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower. • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.