Customer Success Specialist (Spravato)

Become an Assembler! If you are looking for a company that is focused on being the best in the industry, love being challenged, and make a direct impact on our business, then look no further! We are adding to our motivated team that pride themselves on being client-focused, biased to action, improving together, and insistent on excellence and integrity.

Customer Success Specialist

Become a member of the team! We are looking for a Customer Success Specialist to join our Assembly Health team. If you are looking for a company that is focused on being the best in the industry, love being challenged, and make a direct impact on our business, then look no further!  We are adding to our motivated team that pride themselves on being client-focused, biased to action, improving together, and insistent on excellence and integrity.

About the Role

Assembly Health is seeking a Customer Success Specialist to deliver exceptional support to our clients throughout their onboarding and ongoing service experience. This role is perfect for someone who is detail-oriented, relationship-driven, and passionate about helping healthcare providers succeed. As a key team member, you’ll collaborate closely with internal teams and clients to ensure a smooth onboarding process, deliver consistent support, maintain clear communication throughout the client journey, and contribute to their long-term success and satisfaction. Past experience supporting clients with Spravato® and/or ketamine treatment programs is essential in this CSS role.

What You Will Do

• Assist with the onboarding of new clients by helping coordinate meetings, gathering and tracking documentation, and ensuring internal teams are aligned on next steps.
• Help maintain and update onboarding checklists, client trackers, and project timelines.
• Participate in client calls, document action items, track follow-ups, and ensure all key stakeholders are informed.
• Maintain a high level of performance while managing a caseload of 25 or more accounts, ensuring accuracy, efficiency, and strict adherence to deadlines.
• Participate in recurring A/R meetings alongside the Customer Success Manager and Account Managers.
• Assist with system setup activities, including clearinghouse enrollment, payer mapping, and connectivity validation.
• Maintain accurate and secure records of system logins, access credentials, and platform-specific details.
• Monitor the overall health of client accounts and escalate concerns to relevant internal teams and management.
• Compile and organize data for client meetings.
• Maintain clear, professional, and personable communication with clients across multiple channels, including email, phone, and video calls.
• Collaborate cross-functionally with internal teams (e.g., billing, utilization review, verification of benefits) to gather information/documentation and resolve client questions or concerns.
• Contribute to special projects and continuous process improvement initiatives led by Customer Success leadership.
• Take on additional projects and tasks as assigned.

What it Takes to Join the Family

• At least 3 years of experience in medical billing, A/R management, or client onboarding, preferably within behavioral health or multi-specialty practices.
• Previous experience working as a Client Success Specialist or in a similar client-facing role supporting Spravato® and/or ketamine treatment programs is required.
• Solid knowledge of professional medical billing workflows; behavioral health billing experience is strongly preferred.
• Familiarity with platforms such as CollaborateMD and Kipu EMR is a strong plus.
• Understanding of ASAM and LOCUS billing criteria is highly desirable.
• Exceptional attention to detail and the ability to follow structured processes while adapting to evolving client needs.
• Strong communicator who thrives in a team-oriented, cross-functional environment.
• Proficiency with Microsoft Office, especially Outlook, Word, and Excel.
• Qualified candidates must have a professional working environment in their home, including phone and internet access.
• Ability to work effectively in a fast-paced, dynamic, and sometimes high-pressure environment.
• Prolonged periods of sitting at a desk and working at a computer. Ability to lift and carry items weighing up to 10 pounds at times.

Why Acme/Assembly Health?

• Career growth - your next role with Acme/Assembly Health might not be created yet and we are waiting for your help to chart the way!
• Ongoing training and development programs
• An environment that values transparency
• Virtual and in-person events to connect with your team.
• Competitive Benefit Packages available, Paid Holidays, and Paid Time Off to enjoy your time away from the office.

Compensation for this role is based on a variety of factors, including but not limited to, skills, experience, qualifications, location, and applicable employment laws. The expected salary range for this position reflects these considerations and may vary accordingly. In addition to base pay, eligible employees may have the opportunity to participate in company bonus programs. We also offer a comprehensive benefits package, including medical, dental, vision, 401(k), paid time off, and more.

All official recruitment communications from Assembly Health will originate from an @assembly.health email address. Candidates are encouraged to carefully verify sender domains and remain vigilant against potential impersonation attempts. Communications from any other domain should be considered unauthorized.