Client Services Manager
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Job Description
Client Services Manager coordinating healthcare clients and cross-functional teams for Cotiviti’s payment integrity products. Driving policy implementation, reporting, training, and client success.
Responsibilities:
- Coordinate the cross-functional client team to achieve client plans, revenue retention, client satisfaction, and growth for Prospective Payment PPM and CV products
- Serve as the primary client contact, trusted advisor, internal and external liaison, and operational subject-matter resource
- Build and sustain client relationships; identify client needs, expanded opportunities, and solutions
- Collaborate with the Go-To-Market team on client strategic plans and lead tactical execution
- Promote policy adoption and acceleration through organization, communication, and project management
- Identify and communicate cross-product opportunities
- Manage operational implementation and execution of client payment policy decisions across Claims Operations, Provider Services, Appeals, Network Operations, Payment Integrity, IT, and other departments
- Coordinate and manage joint client/internal meetings, including scheduling, facilitation, agendas, materials, minutes, action items, and logistics
- Document and distribute meeting minutes and follow up on action items
- Maintain accurate, current client documentation in Cotiviti’s library
- Manage internal and external aspects of client initiatives and joint projects to ensure objectives and milestones are met
- Monitor program performance, analyze monthly reports, identify trends and root causes, and develop and execute corrective action plans
- Provide client testing support for operational and policy initiatives
- Maintain escalation plans and monitor file-processing statistics to minimize missed policy opportunities
- Coordinate production reporting to identify trends and data anomalies; develop and execute recommendations
- Administer customer-service tool user accounts, access, usage, and data accuracy
- Identify client education needs and develop and deliver client training programs
- Manage client inquiries, triage them appropriately, and ensure timely resolution
- Participate as an operational SME in department and corporate projects
- Travel up to 20%
- Complete annual performance-review goals, special projects, and other assigned duties
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) is 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 in a 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 developing strong, trust-based professional relationships with clients in multiple roles and levels
- Ability to work independently and within a collaborative team environment or matrix structure
- Ability to organize, plan, prioritize and meet deadlines while producing high-quality, error-free deliverables
- Effective analytical and problem-solving skills and financial acumen
- Ability to properly handle confidential information
- Ability to work with on-site and remote cross-functional product teams and customers
- Flexibility and willingness to participate in international work processes and calls across global time zones
- After-hours and/or weekend work may be required for major deliverables/deadlines
- Must be able to provide a dedicated, secure work area
- Must be able to provide high-speed internet access/connectivity and office setup and maintenance
- Must be able to perform duties with or without reasonable accommodation
Benefits:
- Medical, dental, vision, disability, and life insurance coverage
- 401(k) savings plan
- 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
- Remote work arrangement
- Dedicated, secure work area and high-speed internet access/connectivity and office setup and maintenance provided/required for remote work
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