Client Liaison

The Rawlings Group; La Grange (KY); Remote; USD 110,000 - 125,000; Full time

Benefits offered by this job

Top Medical/Dental/Vision offerings

401(k) with company match

Tuition reimbursement

Flexible and empowering work culture

Job summary

Machinify, a healthcare intelligence company, seeks a Client Liaison to coordinate cross-functional client teams and drive plan achievement, revenue retention, and satisfaction across the Payment Integrity product suite. This client-facing role requires superior service, relationship-building, and project management skills.

You will triage, manage, and support all client-related activity, promoting adoption and growth while collaborating with Operations, Product, Appeals, Production, and

Qualifications

• 4+ years of healthcare experience with strong knowledge of health plan operations.
• 4+ years of experience in client relationship management or consulting.
• 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.
• Self-starter with the ability to work well independently in a matrix environment.

Responsibilities

• Trusted Advisor: serves as the primary client contact and trusted advisor for client operational representatives.
• Account Strategy: collaborates with the Client Success Team on the client's strategic plan and leads tactical execution.
• Concept Adoption: promotes concept adoption and acceleration to increase client value.
• Cross-Product Growth: identifies cross-product opportunities across Machinify's platform.
• Operational Execution: manages client payment policy implementation across departments.
• Meeting Management: coordinates joint client and internal meetings, agendas, minutes, and action items.
• Documentation: posts and maintains client documentation in Machinify's client library.
• Program & Project Management: manages internal and external client initiatives and projects.
• Performance Monitoring: analyzes monthly reports and develops action plans to remedy issues.
• Testing Support: provides client testing support for initiatives.
• Escalation Management: maintains escalation plans to minimize missed opportunities.
• Reporting & Insights: produces production reporting to surface insights and trends.
• Client Education: develops and delivers client training programs.
• Inquiry Management: manages client inquiries and resolutions.
• Triage: ensures understanding of client intent and triage appropriately.
• Subject Matter Expertise: participates as an operational SME in Payment Integrity initiatives.

Skills

Client relationship management

Project management

MS Office proficiency

Communication skills

Presentation skills

Self-starter / independent work

Education

Bachelor's degree or higher

Tools

MS Office Suite

Job description

Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 85 health plans, including many of the top 20, and representing more than 270 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We're constantly reimagining what's possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.

The Client Liaison (CL) is responsible for coordinating the cross-functional client team and driving plan achievement, revenue retention, and client satisfaction and growth across Machinify's Payment Integrity product suite. The CL serves as both internal and external client liaison, accountable for triaging, managing, monitoring, and supporting all client-related activity.

The CL builds and sustains client relationships, establishes Machinify's standing as a trusted partner, and ensures client success with the Machinify platform by understanding each client's needs and unique business situation, identifying solutions, and proactively surfacing potential issues that could impact Concept performance or program outcomes before they affect the client.

What You'll Do:

This position is client-facing and requires a commitment to superior client service.

• Trusted Advisor: 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.
• Account Strategy: Collaborates with the Client Success Team (CST) on the client's strategic plan and leads tactical execution.
• Concept Adoption: Promotes Concept adoption and acceleration to increase client value through organization, communication, and project management within internal and external teams.
• Cross-Product Growth: Identifies and communicates cross-product opportunities across Machinify's Payment Integrity platform.
• Operational Execution: Manages the operational implementation and execution of client payment policy decisions by collaborating with client operations managers across multiple departments, including Operations, Product, Appeals, Production, and Technical teams.
• Meeting Management: Coordinates and manages joint client and internal meetings in collaboration with CST, including scheduling, facilitation, agenda and material preparation, meeting minutes and action-item tracking, and logistics.
• Follow-Through: Documents and distributes meeting minutes and action items and follows up to ensure satisfactory and timely completion.
• Documentation: Posts and maintains accurate, up-to-date client documentation in Machinify's client library.
• Program & Project Management: Manages the internal and external aspects of all client initiatives and joint projects, including Concept rollouts and platform enhancements, to ensure objectives are met and the team is progressing toward goals.
• Performance Monitoring: Monitors Concept and Sentinel performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption. Performs root cause analysis on data anomalies, hit rate performance, and unintended operational results (e.g., claims adjustments, false positives, leakage) to optimize program performance and consistency, and develops and executes action plans to remedy interface-related issues.
• Testing Support: Provides client testing support to ensure success with all operational and Concept-related aspects of initiatives.
• Escalation Management: Maintains escalation plans and monitors file processing and Concept scoring statistics to minimize missed recovery opportunity.
• Reporting & Insights: Proactively provides or coordinates production reporting to surface insights and identify trends and data anomalies; develops recommendations and executes action plans to remedy.
• Client Education: Identifies client education needs and develops and delivers client training programs for implementing and active clients.
• Inquiry Management: Manages all client inquiries, ensuring entry into the appropriate application and timely execution of resolution.
• Triage: Ensures understanding of client intent and triages appropriately across internal teams.
• Subject Matter Expertise: Actively participates as an operational SME in department and company-wide Payment Integrity initiatives, as needed.
• Travel requirement up to 10%.
• Completes all responsibilities as outlined in the annual performance review and/or goal setting.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.
• Other duties as assigned.

What You Bring:

Required Qualifications:

• 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.
• 4+ years of related healthcare experience with strong knowledge of health plan operations and the claims lifecycle.
• 4+ years of experience in client relationship management or consulting, 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 across 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.

Preferred Qualifications:

• Professional coder certification (CPC, CPC-A, CCA, CCS, CCS-P, RHIT, or RHIA) not necessary but a plus.
• Prior experience working with a healthcare payment integrity or claims analytics platform.
• Familiarity with Concept-based payment integrity programs, Sentinel performance reporting, or similar SaaS claims platforms is a plus.

What We Offer:

• Work from anywhere in the US! Machinify is digital-first.
• Top Medical/Dental/Vision offerings
• FSA/HSA
• Tuition reimbursement
• Competitive salary, 401(k) with company match
• Additional health and wellness benefits and perks
• Flexible and trusting environment where you'll feel empowered to do your best work

The salary for this position is based on an array of factors unique to each candidate: Such as years and depth of experience, set skills, certifications, etc.

Pay range: $110,000 - $125,000

Equal Employment Opportunity at Machinify

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiters know. See our Candidate Privacy Notice at https://www.machinify.com/candidate-privacy-notice/