Client Services Manager

Overview

The Client Services Manager is responsible for leading the cross-functional client team and providing the highest level of service to our clients. The role serves as both internal and external client liaison, including triaging, managing, monitoring, and support of a client-related activity, primarily related to Cotiviti Prospective Claims Accuracy products.

Responsibilities

• Assist clients in succeeding with Cotiviti through understanding clients' needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success, and ensuring that the appropriate resources are working to resolve any issues.
• Serves as the account manager and trusted adviser for client operational contacts; establishes and cultivates relationships with client contacts to identify needs & generate and implement solutions.
• Manages the operational implementation and execution of client payment policy decisions by working with health plan operations managers in Network Operations, Provider Relations, Member Services, Grievance and Appeals, Call Center, Claims, and IT services.
• Coordinates and manages joint meetings with client and internal staff including scheduling, facilitation, meeting agenda and material preparation/coordination, meeting logistics and travel, etc.
• Coordinates and manages client-related internal meetings including scheduling, facilitation, meeting agenda/material preparation, meeting minutes/action item tracking, etc.
• Records and distributes meeting minutes and action items, and follows up on action items to ensure satisfactory and timely completion.
• Posts and maintains accurate, up-to-date client documentation in the library.
• Coordinates the internal and external aspects of internal and client initiatives and joint projects to ensure that Cotiviti and client objectives are met and that the team is making progress towards goals.
• Includes internal team management along with coordination within the client.
• Identifies performs root cause analysis and develops action plans to remedy interface-related issues, (e.g., data anomalies, failed claim lines, etc.) and unintended operational issues (e.g., claims adjustments, unapplied recommendations, unreturned history, etc.) to optimize program performance and consistency.
• Provides client testing support and coordination for system enhancements, upgrades, corrections, batch support, new policy logic, data mapping, parser changes, etc.
• Maintains escalation plans and monitors file processing statistics and provides production reporting as necessary to quickly identify provider negative impact, data anomalies, etc.
• Develops and executes action plans to remedy.
• Analyzes monthly results and draft monthly performance summary for a client, providing insight and observations on drivers of trends and status of initiatives
• Ensures client success with Cotiviti customer service tools: administer user accounts to ensure data accuracy (e.g., an employee adds/terms/transfers), monitor usage, identify gaps, and deliver training programs and reporting.
• Monitor and manage user access.
• Identifies client education needs and develops and delivers client training programs for implementing and active clients.
• Enters all client inquiries and requests in the appropriate application.

Qualifications

• Client Relationship Skills - Ability to develop strong professional relationships with multiple roles and levels
• Project Management skills - Strong organizational and planning skills
• Results driven with a focus on producing high-quality, error-free service and deliverables
• Industry knowledge & experience - Understanding of healthcare claims adjudication and support processes
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to work within a matrix organization
• Professional with the ability to properly handle confidential information
• Ability to work well independently and in a team environment
• Ability to handle multiple tasks, prioritize and meet deadlines
• Excellent written and verbal communication skills, including public speaking

Minimum Qualifications

• Bachelor’s Degree (or higher) preferred
• Total of 5-10 years of working experience with a minimum of 2+ years of healthcare operations (particularly healthcare consulting), provider relations, network management, or claims operations experience
• 2+ years of project or team management experience, including meeting facilitation and following through on deliverables
• 2+ years of client relationship management experience, interacting with various roles and levels

Job Demands

• Travel requirement up to 10%.
• After hours and/or weekend work may be required where necessary for major deliverables /deadlines.
• Must be able to sit and use a computer keyboard for extended periods.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones

Base compensation ranges from $75,000 to $105,000. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

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