Customer Success Specialist (Spravato)

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.