AI Enabler - Customer Support

Position:  AI Enabler – Customer Support Location:  Nashville, TN Job Id:  1168 # of Openings:  1 Job Title: AI Enabler – Customer Support   Overview At RevSpring, we are transforming the healthcare financial experience through innovative technology and data-driven solutions. The AI Enabler – Customer Support plays a critical role in advancing our support organization by embedding artificial intelligence into day-to-day operations to improve efficiency, scalability, and client experience. This role will partner across Customer Support, Product, Engineering, and Revenue Cycle teams to identify, implement, and optimize AI-driven solutions that enhance service delivery and operational performance.   Essential Functions Identify, evaluate, and implement AI-driven solutions to optimize customer support workflows, including ticket triage, knowledge delivery, and response automation Partner with Product and Engineering to deploy and enhance AI tools such as virtual agents, agent assist capabilities, and workflow automation Integrate AI solutions into support operations to improve key performance metrics, including response time, resolution time, and customer satisfaction Collaborate with Revenue Cycle subject matter experts to ensure AI solutions align with healthcare billing, payments, and patient engagement workflows Monitor AI performance, validate outputs, and ensure accuracy, quality, and compliance with healthcare regulations and data privacy standards Develop and maintain documentation, playbooks, and best practices to support AI adoption across the organization Lead training and enablement efforts to drive effective use of AI tools within Customer Support Analyze support data and AI performance metrics to identify trends, gaps, and continuous improvement opportunities Serve as a cross-functional liaison, providing insights and recommendations to influence product enhancements and support strategy   Minimum Qualifications Bachelor’s degree in Business, Information Systems, Healthcare Administration, or related field, or equivalent work experience 3+ years of experience in Customer Support Operations, Support Enablement, or related roles within a SaaS or technology environment Experience working with AI-powered tools or automation within a customer support or service environment Working knowledge of Revenue Cycle Management (RCM) processes, including billing, claims, or patient financial engagement Strong analytical and problem-solving skills with the ability to translate operational needs into technical solutions Demonstrated ability to manage cross-functional initiatives and influence stakeholders   Preferred Qualifications Experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar technologies Exposure to AI technologies, including conversational AI, large language models, or prompt design Experience in healthcare technology or regulated environments (HIPAA compliance) Familiarity with knowledge management and workflow automation tools   Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.    Physical Capabilities:  Standard categories The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with...