Client Services Manager

Role Overview

• Responsible for coordinating the cross-functional client team focused on achieving plans with clients, revenue retention, and client satisfaction and growth for the Prospective Payment PPM and CV products
• Serves as both internal and external client liaison accountable for triaging, managing, monitoring and support of client related activity
• Builds and sustains client relationships, achieves the client’s recognition of Cotiviti as a partner
• Ensures client success with Cotiviti PPM/CV products through understanding client's needs and unique business situations
• Identifying solutions, proactively identifying potential issues that could impair success
• Serves as the primary client contact and trusted advisor for client operational representatives
• Establishes and cultivates relationships with client contacts to identify needs that result in expanded opportunities or solutions
• Collaborates with the Go-To-Market team on client strategic plan and leads tactical execution
• Promotes policy adoption and acceleration to increase client value through organization, communication, and project management within internal and external teams
• Identifies and communicates cross product opportunities
• Manages the operational implementation and execution of client payment policy decisions by collaborating with client operations managers across multiple departments
• Coordinates and manages joint meetings with client and internal staff including scheduling, facilitation, meeting agenda and material preparation/coordination, meeting minutes/action item tracking, and meeting logistics
• Documents and distributes meeting minutes, action items and follows-up on action items to ensure satisfactory and timely completion
• Posts and maintains accurate, up-to-date client documentation in Cotiviti’s library
• Manages the internal and external aspects of all client initiatives and joint projects to ensure objectives are met and the team is progressing toward goals
• Monitors program performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption
• Identifies and performs root cause analysis to make recommendations and develops and executes on action plans to remedy interface related issues
• Provides client testing support to ensure success with all operational and policy aspects of initiatives
• Manages all client inquiries, ensuring entry into the appropriate application and ensures timely execution of resolution

Requirements

• Bachelor’s Degree or higher (preferred), or equivalent experience, required
• Knowledge of CMS guidelines and other regulatory compliance guidelines and mandates, and medical payment policy
• Professional coder certification (CPC, CPC-A, CCA, CCS or CCS-P, RHIT or RHIA) certification not necessary but a plus
• 4+ years of related healthcare experience with strong knowledge of health plan operations and claims lifecycle
• 4+ years of experience in client relationship management or consulting experience, interacting with various roles and levels, with a strong focus on the healthcare setting
• 4+ years of project or team management experience, including meeting facilitation and follow-through on deliverables
• Highly proficient in MS Office Suite: Excel, Word and PowerPoint
• Excellent written and verbal communication and interpersonal skills
• Strong presentation skills
• Prior experience delivering training classes is a plus
• Demonstrated success in developing strong, trust-based professional relationships with clients in multiple roles and levels
• Self-starter with the ability to work well independently and a track record of successful outcomes within a collaborative team environment or matrix structure
• Ability to work in a fast-paced environment, effectively organize, plan, prioritize and meet deadlines; producing high-quality, error-free deliverables
• Effective analytical and problem-solving skills and financial acumen
• Professional with ability to properly handle confidential information
• Ability to work with on-site and remote cross-functional product teams and customers.

Tech Stack

• Go

Benefits

• Medical, dental, vision, disability, and life insurance coverage
• 401(k) savings plans
• Paid family leave
• 9 paid holidays per year
• 17-27 days of Paid Time Off (PTO) per year depending on specific level and length of service with Cotiviti