Join Graici

Client Success Specialist

Graici | Full-time | Fully remote with occasional travel
Salary range: 60,000 - 75,000

About Graici

Graici’s Adaptive Data Wallet securely acquires, organizes, and activates the information people need to access care, social benefits, and other essential resources.

By bringing together an individual’s healthcare, social, employment, education, and financial information in a consent-based source of truth, Graici helps reduce administrative burden and make complex systems easier to navigate. The platform supports individuals and organizations across healthcare, public benefits, and commercial settings.

Graici’s work includes Medicaid renewals, benefits enrollment, care navigation, and other processes that help people access the services and resources they need.

The Role

Graici is seeking a Client Success Specialist to help understand, document, and improve the operational environment of our healthcare and community-based partners.

This role will work closely with FQHC staff to understand how enrollment, renewal, and related administrative processes are performed today. The Client Success Specialist will document workflows, conduct work and time studies, identify operational barriers, and establish a baseline for the labor and cost associated with these processes.

The information gathered in this role will help Graici measure the value of its platform, identify opportunities to reduce manual work, support implementation, and understand the savings Graici can create for its partners.

This position sits within Customer Success, reports directly to the Director of Customer Success, and works closely with Product, Operations, Implementation, and partner teams.

What You’ll Own

Workflow analysis and documentation

• Observe and document current enrollment, renewal, and benefits-related workflows.
• Map processes, handoffs, systems, roles, dependencies, and decision points.
• Identify where work is delayed, duplicated, manually completed, or dependent on unclear ownership.
• Create clear workflow documentation that can be understood and used by internal teams and partners.
• Maintain current-state and future-state process documentation.
• Identify differences between documented procedures and how work is performed in practice.

Work studies and operational baselines

• Conduct time studies and work observations with FQHC staff.
• Measure the time and labor involved in enrollment, renewal, document collection, follow-up, and related tasks.
• Establish baselines for work volume, staff involvement, processing time, handoffs, and operational cost.
• Organize findings into clear reports that show how work is currently performed.
• Identify the activities that Graici may automate, reduce, support, or assume over time.
• Help define the operational metrics needed to measure partner outcomes and savings.

Partner coordination and implementation

• Serve as a day-to-day point of contact for assigned partner workflows and operational questions.
• Coordinate meetings, interviews, observations, follow-up, and documentation requests.
• Help partner teams understand Graici’s implementation process, tools, and expectations.
• Track open questions, dependencies, decisions, and next steps.
• Identify when partner work or internal work is delayed or blocked.
• Escalate issues with clear context, ownership, impact, and recommended next steps.
• Support the transition from current-state workflows to Graici-supported processes.

Reporting and analysis

• Prepare recurring operational reports, status updates, and implementation summaries.
• Track work volume, task completion, turnaround times, barriers, and outstanding items.
• Identify patterns across workflows, locations, teams, and partner experiences.
• Translate observations and data into clear findings and recommendations.
• Support business cases that demonstrate the labor and cost savings created by Graici.
• Organize information for partner reviews, internal planning, and future expansion.

Process and product improvement

• Share workflow findings with Product, Operations, and Customer Success.
• Identify opportunities to reduce manual work, rework, delays, and confusion.
• Help define product requirements based on observed partner needs.
• Support testing and refinement of Graici tools and workflows.
• Create repeatable operating procedures that can be used as Graici expands to additional partners and locations.

Who You Are

• You are a systems thinker who naturally looks for patterns, dependencies, gaps, and opportunities to improve how work gets done.
• You have experience documenting workflows, analyzing processes, conducting interviews or observations, or improving operational systems.
• You can turn complex conversations and messy real-world processes into clear documentation.
• You are comfortable asking detailed questions and respectfully challenging unclear or inconsistent processes.
• You can conduct time studies, organize findings, and communicate operational insights clearly.
• You are highly organized and able to manage multiple workstreams, deadlines, and stakeholders.
• You have strong written communication skills and can create documentation that other people can actually use.
• You are comfortable working directly with partner teams and internal stakeholders.
• You can work independently in an early-stage environment where processes are still being built.
• You are comfortable identifying what is known, what is unclear, and what still needs to be validated.
• You can use judgment when information is incomplete and know when to escalate an issue.
• You are interested in how technology can improve access to healthcare, benefits, and essential resources.

Experience with Medicaid, benefits, healthcare operations, enrollment, renewals, FQHCs, or public-sector workflows is welcome but is not required. Experience working with complex administrative or service-delivery processes is highly relevant.

Technology Skills

You should be comfortable using:

• Google Workspace, including Docs, Sheets, Gmail, and shared drives
• Spreadsheets and basic reporting tools
• Workflow mapping, documentation, or project management tools
• CRM, case management, or operational tracking systems
• Virtual meeting and communication platforms
• AI tools and AI-assisted workflows

You should be comfortable using AI to organize information, draft documentation, summarize findings, identify patterns, and support analysis. You are responsible for reviewing and validating AI-generated work before sharing it with partners or internal teams.

What Success Looks Like

• Current partner workflows are clearly documented and understood.
• Graici has reliable baseline information about work volume, staff time, handoffs, and operational cost.
• Time studies and work observations produce useful, organized findings.
• Process delays, duplication, unclear ownership, and manual work are identified early.
• Partner and internal teams have clear next steps and accountable owners.
• Reports help Graici measure operational improvement and potential savings.
• Product and Operations teams receive practical feedback grounded in real partner workflows.
• Graici has repeatable implementation and documentation practices that can support future partners.

Reporting and Collaboration

This is a cross-functional role within Customer Success. The Client Success Specialist reports directly to the Director of Customer Success and works closely with Product, Operations, Implementation, and partner teams.

This position is fully remote, with occasional travel to partner sites or other locations as needed.

Benefits Specialist

Graici | Full-Time | Fully Remote (Ohio) Occasional travel
Salary range: $60,00-$70,000

About Graici

Graici’s Adaptive Data Wallet securely acquires, organizes, and activates the information people need to access care, social benefits, and other essential resources.

By bringing together an individual’s healthcare, social, employment, education, and financial information in a consent-based source of truth, Graici helps reduce administrative burden and make complex systems easier to navigate. The platform supports individuals and organizations across healthcare, public benefits, education, government, and commercial settings.

Graici’s work includes Medicaid renewals, benefits enrollment, care navigation, and other processes that help people access the services and resources they need.

The Role

Graici is seeking a Benefits Specialist to provide direct support for individuals navigating Medicaid, Medicare, and related public-benefit processes.

The primary focus of this role is Ohio Medicaid applications, renewals, redeterminations, documentation, notices, submissions, and agency follow-up. The role may also support Medicare and other social-benefit programs.

The Benefits Specialist will help move cases forward, communicate with county and state agencies, track documentation and deadlines, identify risks, and support accurate and timely completion of applications and renewals. Where appropriate and permitted, this role may perform Authorized Representative responsibilities on behalf of Graici.

This role may support both direct-to-consumer cases and partner-based benefits workflows. It focuses on direct benefits work and case progression. Client implementation, partner account management, workflow measurement, time studies, and operational savings analysis are owned by the Client Success team.

The Benefits Specialist sits within Customer Success, reports to the Director of Customer Success, and works closely with Client Success, Product, Operations, and partner teams.

What You’ll Own

Ohio Medicaid and benefits case support

• Support Ohio Medicaid applications, renewals, redeterminations, and related submissions.
• Review Ohio Medicaid notices, documentation requests, deadlines, eligibility information, and outstanding requirements.
• Help individuals understand next steps and gather the information needed to complete or maintain coverage.
• Review application and renewal materials for completeness, accuracy, and consistency.
• Identify missing documentation, incomplete information, conflicting details, and other issues affecting case progress.
• Maintain accurate case records involving consent, documentation, status, deadlines, agency communication, and outcomes.
• Work within approved permissions, procedures, and consent requirements.
• Recognize that eligibility and benefit determinations remain with the appropriate government agency.

Medicare and related benefits support

• Support Medicare-related benefits questions, documentation, enrollment, and follow-up when applicable.
• Communicate with appropriate Medicare agencies, plans, or representatives when applicable.
• Help individuals understand how Medicaid, Medicare, and other benefit programs may relate to their coverage and next steps.
• Identify cases involving Medicaid, Medicare, SNAP, or other benefits that require additional review.
• Support related public-benefit processes as assigned and within approved procedures.

Authorized Representative responsibilities

• Perform Authorized Representative responsibilities when Graici has the appropriate designation, consent, and authority.
• Prepare and support the submission of applications, renewals, redeterminations, documentation, and related materials.
• Receive, review, and respond to notices and requests for additional information.
• Track cases through submission, agency review, additional-information requests, determinations, and closure.
• Maintain documentation of representative activity, communications, decisions, and required follow-up.
• Communicate with individuals, partner staff, county agencies, state agencies, and other authorized contacts as appropriate.
• Follow approved procedures for handling sensitive information and member documentation.

Agency communication and escalation

• Communicate with county and state agencies regarding Ohio Medicaid applications, renewals, redeterminations, and related cases.
• Clarify requirements, submission status, outstanding documentation, determinations, and next steps.
• Identify when additional information, correction, clarification, or escalation is needed.
• Understand the factors, documentation, and circumstances that may support approval, trigger an additional-information request, or contribute to a denial or interruption in coverage.
• Escalate unresolved, complex, or time-sensitive cases appropriately.
• Document agency communication, decisions, next steps, and unresolved issues clearly.
• Maintain follow-up until the case is resolved, transferred, or otherwise closed.

Case tracking and quality

• Track case status, deadlines, outstanding items, barriers, escalations, submissions, and outcomes.
• Monitor completion of applications, renewals, documentation requests, submissions, and follow-up activities.
• Identify cases at risk of delay, denial, or interruption in coverage.
• Review work for accuracy, completeness, consistency, and adherence to approved procedures.
• Maintain clear documentation of handoffs, decisions, follow-up, and case outcomes.
• Prepare case updates and benefits-related reports for Customer Success leadership.
• Identify recurring issues that affect case completion, timeliness, or quality.
• Support quality metrics related to accuracy, completion, timeliness, and resolution.

Direct-to-consumer and partner support

• Support individuals directly through benefits-related processes when Graici is assisting them through a direct-to-consumer workflow.
• Work with partner staff when benefits support is delivered through an FQHC, healthcare organization, government program, or other partner.
• Provide clear guidance on required documents, deadlines, notices, and next steps.
• Help ensure that individuals and partner staff understand what information or action is needed.
• Maintain appropriate boundaries between benefits support, eligibility determination, and partner implementation responsibilities.
• Coordinate with the Client Success Specialist when a case issue affects partner workflow, training, implementation, or adoption.
• Escalate partner-level workflow concerns to the Client Success Specialist rather than assuming ownership of implementation or account management.

Workflow and training support

• Translate benefits knowledge into clear, repeatable case-support workflows.
• Help create reference materials and training resources for future Benefits Specialists.
• Identify recurring documentation barriers, agency delays, process gaps, and case-resolution issues.
• Provide practical feedback to Product, Operations, and Customer Success based on case experience.
• Support testing and improvement of Graici’s benefits tools and workflows.
• Help clarify benefits-related requirements for new or changing workflows.
• Contribute to procedures that support Ohio Medicaid, Medicare, and related benefits processes.

Who You Are

• Direct, recent experience supporting Ohio Medicaid applications, eligibility, enrollment, renewals, redeterminations, or authorization processes.
• Comfortable working with Ohio Medicaid forms, notices, documentation, deadlines, and agency requirements.
• Able to communicate with Ohio county and state benefits agencies.
• Able to recognize incomplete cases, missing information, and risks affecting coverage.
• Comfortable supporting multiple cases, deadlines, documents, and follow-up responsibilities independently.
• Detail-oriented and reliable when working with sensitive information.
• Able to recognize patterns across cases and explain their operational significance.
• Clear, patient, and respectful when working with individuals navigating stressful or unfamiliar processes.
• Comfortable communicating with partner staff and internal teams while maintaining clear ownership of case-related work.
• Comfortable working in an early-stage environment where tools and workflows are evolving.
• Able to raise concerns, question unclear processes, and help improve benefits workflows.
• Able to balance empathy with accuracy, accountability, confidentiality, and adherence to approved procedures.
• Comfortable learning new systems and digital tools used to support casework.

Direct experience with Ohio Medicaid is required. Experience with Medicaid programs in other states is welcome but is not required.

Medicare experience is warmly welcomed and considered a strong plus, but it is not required. Additional experience with SNAP or other social-benefit programs is also welcome.

Candidates do not need to live in Ohio.

Technology Skills

Comfort with:

• Ohio Medicaid eligibility, enrollment, renewal, or authorization systems
• Medicare or health-benefits systems, when applicable
• Case management, benefits-tracking, or case documentation systems
• Secure document collection and management tools
• Google Workspace, including Docs, Sheets, Gmail, and shared drives
• Spreadsheets and basic reporting tools
• Secure email and communication platforms
• Virtual meeting platforms

The role may include approved AI-assisted workflows for information organization, document review, drafting, pattern recognition, and case reporting. Prior experience with AI tools is not required. Training will be provided on Graici’s approved tools and workflows.

This role does not require access to Graici’s sales CRM or HubSpot.

What Success Looks Like

• Ohio Medicaid applications, renewals, and related casework are handled accurately and on time.
• Medicare-related questions and follow-up are handled appropriately when applicable.
• Individuals receive clear guidance and understand what information or action is needed.
• Applications, renewals, and supporting documentation are complete, organized, and submitted appropriately.
• Agency communication is documented, followed through, and escalated when necessary.
• Cases at risk of delay, denial, or interruption are identified early.
• Case records clearly show status, deadlines, outstanding items, risks, handoffs, and outcomes.
• Authorized Representative responsibilities are performed within approved permissions and procedures.
• Recurring documentation gaps and case-resolution barriers are identified and communicated.
• Benefits-related feedback helps improve Graici’s tools, workflows, and training materials.
• Future Benefits Specialists can use the processes and resources established through this role.
• Client Success has the benefits expertise needed to support accurate implementation and partner communication without the Benefits Specialist owning account management or implementation planning.

Reporting and Collaboration

This is a cross-functional role within Customer Success. The Benefits Specialist reports to the Director of Customer Success and works closely with Client Success, Product, Operations, and partner teams.

The Client Success Specialist owns partner implementation, relationship management, workflow coordination, time studies, and operational measurement. The Benefits Specialist owns direct benefits support, case progression, agency communication, documentation, and benefits-related quality.

This position is remote within Ohio, with occasional travel to partner sites or other locations as needed. Frequent partner interaction and periodic on-site implementation support may be required.

Benefits

Stock options, healthcare, dental, vision, life insurance, long-term and short-term disability, unlimited PTO, remote work reimbursement.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive or all-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 Statement

Graici is on a mission to bring equitable, effective engagement of all people to every region of the country. As an equal-opportunity employer, we live our mission by ensuring that all people 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 of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and life experience.