Customer Success Associate

Schedule blood work, scans, and other tests for patients and confirm appointments.

Be the main point of contact for patients by text, phone, and email; answer day-to-day questions and pass clinical questions to the doctor.

Order supplements on behalf of patients, send invoices, and confirm payment.

Follow up with patients to make sure recommended next steps actually get done.

Insurance & billing issues

Call insurance companies, labs, and pharmacies when a medication is not covered or a patient gets an unexpected bill; find out why and resolve it.

Request insurance approval before certain tests (prior authorization), track each request until a decision comes back, and update the patient.

Test & facility research

Patients live across the US. Find local facilities for scans and tests (e.g., bone density scans), call them using a standard question list, compare cost and fit, and send orders by electronic fax.

After each patient visit, run the visit transcript through our multi-step AI prompts to produce action items, a patient summary, and doctor notes; check for accuracy before anything is sent.

Convert lab result PDFs into a standard format and update patient charts.

Send prescription refills and complete action items from visits.

AI automation & process improvement

Run and maintain our library of AI prompts and workflows in Claude and ChatGPT.

Build new automations that remove manual steps, for example lab results that process automatically when added to a patient chart, or AI-drafted replies to patient emails based on past responses.

Use Codex or similar tools to build and improve automations.

Write and update SOPs and message templates as processes change.

Support the clinical team with accurate, timely updates to trackers and spreadsheets, especially during busy times.

Compliance/filings

Keep a calendar of business and medical licensing renewals; collect requirements, manage schedule of deadlines , create SOPs, set reminders to ensure the processes are not delayed.

Source and compare third parties (labs, imaging centers, pharmacies, group purchasing organizations). Gather quotes, timelines, and next steps; coordinate onboarding processes and SOPs.

Practice operations initiatives and data gathering

Run straightforward campaigns (e.g., enroll patients in our discounted supplement program) and report basic metrics (opt-ins, orders, revenue share).

Run small projects such as determining the cholesterol decrease in patients once they start in our practice (e.g.,clinical KPIs).

External communications

Contact organizations (e.g., state licensing boards, group purchasing organizations) to get requirements, summarize next steps, and schedule follow-ups.

Patient-education research (plus)

With clinical guidance, compile reputable sources and draft outlines for short patient-education pieces (e.g., "How to prepare for your lab draw").

Task tracking & follow-through

Maintain organized to-do lists, owners, and due dates; proactively close loops and flag blockers.

Non-Negotiable

• Excellent written and spoken English. Clear phone calls with US patients and businesses, professional email, concise summaries.
• 12-24 months in an operations, administrative, customer service, or coordinator role.
• Hands-on AI experience: regular use of Claude and ChatGPT, including writing and refining multi-step prompts.
• Automation experience: has built automations, including with Codex or similar tools.
• Comfortable on the phone: calls insurance companies, labs, and vendors to resolve issues and follows up until done.
• High attention to detail (names, dates, links, versions) and reliable follow-through.
• Process mindset: can turn a webpage or conversation into a short checklist with owners/dates.
• Tech-comfortable: Google Workspace, Zoom, Slack, Loom, Cal.com; quick to learn new tools (electronic fax, schedulers, patient record systems).
• Research & synthesis: find reputable sources, compare options, and present a one-page brief with links.
• Professionalism & discretion with patient information; willing to complete HIPAA/privacy training.
• Reliable internet/computer; able to work U.S. Eastern business hours.

Preferred / Nice to Have

• Experence with US health insurance, billing, or prior authorizations.
• Clinical/healthcare exposure (medical admin, clinic, pre-med, public health) and interest in patient-education writing.
• Experience with simple project/task tools (Asana, Trello, ClickUp, Notion) and spreadsheets (filters, basic formulas, conditional formatting).