Client Success Specialist

Client Success SpecialistGraici | Full time employee | Location: Cleveland, OH, hybridHybrid schedule: 3–4 days per week on-site at The Centers in Cleveland, with the remaining workdays from home. Candidates must be based in the Cleveland area or able to meet this weekly on-site commitment. The OpportunityGraici is seeking a Client Success Specialist with strong hands-on experience supporting Ohio Medicaid applications and renewals. This person will support the day-to-day success of Graici’s Federally Qualified Health Center (“FQHC”) partners by helping coordinate renewal workflows, maintain clear communication, track open work, and ensure partner needs are addressed.The role is well suited for someone who understands Medicaid renewal processes and is also organized, responsive, detail-oriented, and comfortable working directly with partner teams. The Client Success Specialist will report to the Customer Success Manager and work closely with partner staff and Graici’s internal teams to keep work moving, surface issues, and support a consistent client experience. About GraiciThe company is a technology startup with the purpose of powering inclusive prosperity. We’rebuilding a mobile-first, agentic AI platform that compiles people’s whole-life data and activates itat their command to meet essential life needs like healthcare, employment, and education.Our go-to-market focus is a critical need: helping eligible people maintain their Medicaidcoverage by handling time-sensitive renewal and redetermination tasks, keeping their datacurrent, and guiding them through required steps with minimal friction. The company ismarketed to health plans, healthcare providers, educational institutions, and governments.The company’s patented platform evolved from years of research at a nonprofit venture impactlab. What You Will OwnPartner Communication & Client SupportServe as a day-to-day contact for partner questions, updates, and follow-up.Build strong working relationships with staff at The Centers and Graici team members.Coordinate recurring check-ins, meeting notes, action items, and next steps.Help partner teams understand Graici’s workflows, tools, and expectations.Make sure partner questions are answered or routed to the right person.Support preparation for partner reviews and other client-facing meetings.Medicaid Renewal Workflow SupportUse your experience with Medicaid renewals to support the accuracy and timeliness of partner workflows.Coordinate information collection, document review, renewal preparation, and status tracking.Review notices, requested documents, deadlines, and outstanding items.Scan, digitize, organize, and quality-check documents.Maintain clear records of renewal status, missing information, handoffs, and outcomes.Follow up with partner teams when information or action is outstanding.Identify incomplete information, potential coverage risks, or cases requiring escalation.Work within approved permissions, procedures, and partner workflows. Eligibility and benefit determinations remain with the responsible agencies.Work Coordination & EscalationsTrack assigned work, deadlines, dependencies, and open items across partner and Graici teams.Identify when work is delayed or blocked by the FQHC, Graici, or another dependency.Clarify the issue, owner, impact, and next step.Escalate blocked or time-sensitive issues to the Customer Success Manager.Keep stakeholders updated until the issue is resolved or a new path forward is agreed upon.Help ensure that delays do not result from unclear ownership or missed follow-up.Reporting & Process ImprovementPrepare recurring status updates and operational reports.Track work volume, renewal progress, completion, outstanding items, barriers, and escalations.Identify recurring patterns across cases, including documentation gaps, workflow delays, communication issues, and other barriers.Organize information for client meetings and quarterly business reviews.Help the Customer Success Manager communicate account health, risks, progress, and next steps.Maintain accurate records in Graici’s approved systems.Feedback and Process ImprovementShare recurring partner questions, workflow gaps, and operational issues with the Customer Success Manager.Document processes and identify opportunities to reduce manual work, rework, or delays.Provide practical feedback to Graici’s product and operations teams based on partner experience.Support the adoption and improvement of Graici’s tools and workflows.Who You AreYou may have worked as a Medicaid eligibility or enrollment specialist, authorization representative, Medicaid renewal specialist, benefits navigator, patient financial advocate, community health worker, or county benefits caseworker. Direct experience assisting people with Ohio Medicaid applications and renewals is required.Practical knowledge of Ohio Medicaid application and renewal workflows, documentation requests, notices, deadlines, and coordination with county benefits offices.Experience providing direct assistance in a healthcare, community services, public benefits, or similar setting.Clear, patient communication and the ability to build trust with people navigating stressful or unfamiliar processes.Strong attention to detail, reliable follow-through, and the ability to manage multiple cases, documents, and deadlines independently.Ability to recognize recurring patterns across cases, including documentation gaps, workflow delays, communication issues, and other barriers.Experience tracking activity, preparing reports or status updates, and turning detailed information into clear themes and next steps.Comfort using digital tools, reviewing documents, maintaining case records, and learning new technology.Sound judgment with sensitive information and the ability to work within approved procedures and escalate questions or stalled work appropriately.Ability to work collaboratively with partner staff and internal teams while maintaining clear ownership of follow-up. Preferred: Experience in an FQHC, community health, healthcare, public benefits, or community services setting; familiarity with State or County benefits processes; experience assisting people facing language, literacy, disability, or digital access barriers; additional language skills. Technology SkillsComfort with Ohio Medicaid application, eligibility, renewal, or authorization systems appropriate to your prior role; Google Workspace; spreadsheets and basic reporting tools; case management or CRM systems; secure document collection and management tools; and virtual meeting platforms.You should be comfortable using technology to track case status, manage deadlines, maintain accurate records, identify patterns, and prepare clear operational updates. Training will be provided on Graici’s tools and approved partner workflows. What Success Looks LikePatients understand their next steps and receive timely help gathering information and completing application or renewal packets.Case records show clear status, deadlines, outstanding items, and accountable handoffs, with risks surfaced early.Recurring documentation issues, workflow barriers, and delays are identified and communicated to the appropriate Graici or partner team.Reports and status updates give the Customer Success Manager and partner teams a clear understanding of progress, risks, open items, and next steps.Staff at The Centers have a reliable Graici contact, and partner feedback produces useful improvements to the workflow and product.Work that is delayed by the partner or Graici is clearly documented, escalated, and moved toward resolution. Reporting Relationship and Work EnvironmentThis position reports to the Customer Success Manager and works closely with staff at The Centers, Graici’s product and operations teams, and other partner teams.This role combines regular on-site support in Cleveland with work from home and collaboration across Graici’s distributed team. BenefitsStock options, healthcare, dental, vision, life insurance, long-term and short-term disability, unlimited PTO, remote work reimbursement. Culture and Work EnvironmentThe company is a fully virtual organization whose core values are accountability, innovation,respect, and empowerment. Hallmarks of the company’s culture include collaboration, learning,and well-being to deliver positive outcomes for the organization and its users. DisclaimerThe above statements are intended to describe the general nature and level of work beingperformed by people assigned to this position. They are not to be construed as an exhaustive orall-inclusive list of responsibilities, duties, and skills required. From time to time, the Client Success Specialist may be assigned duties outside of normal responsibilities, as required. EEO StatementGraici is on a mission to bring equitable, effective engagement of all people to everyregion of the country. As an equal-opportunity employer, we live our mission by ensuring that allpeople experience being seen, heard, and belonging within our organization.In recruiting for our team, we welcome the unique contributions that people can bring in terms oftheir education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation oforigin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, andlife experience.