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SmarterDx · 1 month ago

Operations Associate, Customer Success Operations

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $120K/yr

5+ years exp

SmarterDx is a clinical AI company transforming how hospitals translate care into payment. The Operations Associate will optimize internal processes and collaborate with Customer Success Managers to enhance client support, focusing on improving the experience for clinical documentation improvement specialists and coders.

Artificial Intelligence (AI)Health CareHospitalInformation Technology

Responsibilities

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

Qualification

SQLClinical documentation improvementCustomer service experienceProject management experienceFlexible team playerEmpathyPatienceJiraSimilar toolsProactive issue resolutionCommunication skillsTime management skills

Required

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.