Olli Health Customer Success Manager, Home Health & Hospice Remote · Full time Company website

Apply for Customer Success Manager, Home Health & Hospice

Olli Health is a Series A funded healthtech startup modernizing home healthcare with advanced AI tools, and we are growing. We're looking for a creative, low-ego, collaborative, startup-native engineer energized by challenging, nuanced problems with the potential to have a massive impact. Built by home health experts and seasoned product managers and engineers from Amazon, Google, Cohere Health, and Arrive Health, Olli Health streamlines ICD-10 coding and documentation with industry-leading speed and accuracy, freeing nurses to focus on patients while helping agencies maximize revenue, reduce compliance risk, and scale efficiently.

What You'll Do

• Serve as the primary point of contact and trusted advisor for a portfolio of Home Health and Hospice agencies.
• Develop strong relationships with agency leadership, clinicians, QA teams, coding staff, and operational stakeholders.
• Conduct customer training sessions for new users and provide ongoing education on platform enhancements and best practices.
• Host recurring customer meetings (weekly, bi-weekly, monthly, and quarterly business reviews) to review performance, priorities, and strategic initiatives.
• Monitor customer health metrics, platform utilization, turnaround times, query trends, and quality indicators to proactively identify opportunities and potential risks.
• Coordinate with internal Operations, QA, Product, Engineering, and Vendor Management teams to resolve customer issues and drive successful outcomes.
• Manage customer requests, product enhancement submissions, and operational escalations while providing timely communication and follow-up.
• Guide customers in optimizing clinical documentation, coding workflows, and OASIS processes using Olli best practices.
• Support customer retention by building trusted partnerships and consistently delivering an exceptional customer experience.
• Document customer interactions, action items, and account updates to ensure visibility across internal teams.
• Identify opportunities to improve internal Customer Success processes and contribute to scalable operational improvements.

What Makes You a Great Fit

• Home Health team members with recent Home Health field experience performing OASIS assessments.
• OASIS certified (HCS-O or COS-C preferred).
• Home Health Coding Certified (HCS-D) and Hospice Coding Certification (HCS-O)(preferred)
• Minimum of 2 years of experience in Customer Success, Account Management, Clinical Consulting, Implementation, or Healthcare Operations.
• Strong understanding of Home Health clinical workflows, OASIS documentation, and Medicare regulations.
• Exceptional communication and presentation skills with the ability to engage everyone from field clinicians to executive leadership.
• Highly organized with strong project management and time management skills.
• Comfortable managing multiple customer accounts and competing priorities simultaneously.
• Proactive problem solver who identifies issues before they become customer concerns.
• Ability to simplify complex clinical and operational workflows into practical guidance.
• Collaborative mindset with experience working across Operations, Product, Engineering, and Clinical teams.
• High level of accountability with a customer-first mentality.

Preferred Qualifications

• Experience with Home Health EMRs such as Homecare Homebase, WellSky, MatrixCare, or similar platforms.
• Knowledge of ICD-10 coding and home health reimbursement methodologies.
• Experience supporting SaaS or healthcare technology platforms.
• Experience working in a startup or high-growth healthcare technology environment.
• Willingness to travel occasionally for onsite onboarding, training, or customer meetings.