Customer Success Associate

Repisodic is the leading provider of discharge automation software for U.S. health systems. Our EHR-integrated platform streamlines discharges from hospitals and health systems, driving better patient outcomes and higher operational efficiency. By replacing legacy referral systems with modern, scalable software, we empower care teams to focus on patients — not paperwork. We are a fast-growing, mission-driven company working at the intersection of healthcare, technology, and patient advocacy.

Repisodic recently merged with Trella Health with the combined goals to transform care transitions and advance patient-centered outcomes. Read more about this partnership here.

Position Overview:

We are looking for a Customer Success Associate to join Repisodic's Operations & Customer Success team to onboard post-acute care facilities and educate them on the Repisodic platform. As the Customer Success Associate, you'll play a critical role in ensuring our users have an amazing experience when using our digital health products and services. You will be the first point of contact for our customers, providing them with assistance, resolving inquiries, and delivering exceptional support. This position offers team members a channel to learning Repisodic, providing opportunities for future growth and expansion.

Working Hours: CSAs at Repisodic work one of two shifts: either 11am - 7pm Eastern or 9am - 5pm Eastern. Please select your preferred working hours in the job application.

Location: This is a hybrid position requiring 1 day a week in our Philadelphia office.

Reports to: Manager, Customer Success

As a Customer Success Associate at Repisodic, you will:

• Execute daily outbound communication (phone and email) to post-acute organizations to proactively verify and update customer information in support of new implementations and ongoing customer initiatives.
• Drive team and individual performance by consistently meeting or exceeding daily outbound communication quotas, as well as core Customer Success team metrics (e.g. data quality, implementation timelines, etc.).
• Ensure data integrity and accuracy for assigned geographic region by meticulously reviewing, verifying and working with the post-acute care organizations to update their data.
• Assist with the resolution of customer support tickets in a timely and professional manner - via email and phone.
• Maintain meticulous and comprehensive records of all customer interactions, account processes and document filing within the CRM system to ensure an accurate historical account.
• Adhere to all internal communication procedures, guidelines and compliance policies to maintain consistency and professionalism across all customer touchpoints.
• Manage escalated customer complaints with professionalism, providing clear solutions and timely follow-up to ensure definitive resolution and restoration of customer trust.
• Actively contribute to a high performance, team-oriented culture and participate in continuous process improvement efforts to help build a best-in-class Customer Success operation.

This job might be a fit for you if you have:

• Minimum of 2 years of experience in a customer support or client service representative role.
• Solid communication skills by phone and email with professional active listening capabilities.
• Track record of not just reaching, but exceeding quota requirements.
• Experience with customer relationship management (CRM) systems and practices like Salesforce, Zendesk and Asana for documentation.
• Customer oriented with the ability to adapt/respond to different types of customers, personalities, and circumstances.
• Ability to multi-task, prioritize, and manage time effectively.
• A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
• BA/BS degree or equivalent work experience.

About Repisodic, a Trella Health solution

Founded in 2017, Repisodic helps health systems streamline hospital discharges with an EHR-integrated automation platform that improves care transitions and reduces administrative burden. By simplifying the discharge process, Repisodic enables hospitals to shorten inpatient stays, match patients with the right post-acute providers, and improve outcomes.

Now part of Trella Health, Repisodic combines its automation technology with Trella’s market-leading data and analytics — giving hospitals and post-acute providers real-time visibility into referrals, patient needs, and provider capacity. Together, we’re helping care teams advance better patient outcomes.

The Trellavator Experience

As part of Trella Health, Repisodic employees enjoy the full Trellavator experience — a culture rooted in trust, transparency, and inclusion. We believe in collaboration and innovation, and we also know how to have fun. The Repisodic team was founded in Philadelphia and have an office in University City where the team collaborates in-office approximately once a week, typically Wednesdays.

We offer competitive salaries with a comprehensive benefits package to all employees and provide an environment that fosters work-life harmonization with Flexible Paid Time Off, along with remote-first work arrangements. As we continue to see exponential growth, our goal is to continue to put team members first and strive to offer our team members the best culture and benefits possible. Some of the benefits we provide are:

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary
• 401k Retirement Savings
• Flexible PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment

Equal Opportunity Employer

Trella Health, including Repisodic, is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, handicap, veteran status, genetic information, or any other protected status as recognized by federal, state, or local laws.