Client Services Manager

Cotiviti; Northern (KY); Hybrid; USD 82,000 - 111,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Paid time off

Job summary

Cotiviti is seeking a Client Services Manager (CSM) to coordinate cross-functional client teams and drive plans, revenue retention and satisfaction for the PPM and CV products.

As the primary client liaison, you’ll lead meetings, enable collaboration across Claims Operations, IT and Provider Services, and expand client value.

This remote role is nationwide in the continental US, with up to 20% travel and a base range of $82k–$111k per year plus benefits.

Qualifications

• Bachelor's degree or higher (preferred) or equivalent experience.
• Knowledge of CMS guidelines and other regulatory compliance guidelines and mandates.
• Professional coder certification (CPC, CPC-A, CCA, CCS or CCS-P, RHIT or RHIA) is a plus but not required.
• 4+ years of healthcare-related experience with health plan operations and claims lifecycle.
• 4+ years in client relationship management or consulting with healthcare focus.
• 4+ years in project or team management with facilitation and follow-through.

Responsibilities

• Client-facing role focused on superior service delivery.
• Act as primary client contact and trusted advisor to operational representatives.
• Collaborate with Go-To-Market on client strategy and execute tactics.
• Promote policy adoption to increase client value through coordination and project management.
• Identify cross-product opportunities and manage policy decisions with cross-department teams.
• Coordinate and run client and internal meetings, track minutes and actions.

Skills

Client relationship management

Project management

MS Office

Communication

Training delivery

Cross-functional collaboration

Education

Bachelor's degree or higher

Tools

CRM software

Data analysis tools

Job description

Overview

The Client Services Manager (CSM)is responsible for coordinating the cross-functional client team and is focused on achieving plans with clients, revenue retention, and client satisfaction and growth for the Prospective Payment PPM and CV products. TheCSMserves as both internal and external client liaison accountable for triaging, managing, monitoring and support of client related activity.The CSM builds and sustains client relationships, achieves the client’s recognition of Cotiviti as a partner, and ensures client success with Cotiviti PPM/CVproducts through understanding client's needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success.

Responsibilities

• This position is client facing and requires a commitment to superior client service.
• 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, including Claims Operations, Provider Services, Appeals, Network Operations, Payment Integrity, IT, etc.
• 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.
• Coordinates and manages client related internal meetings 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 andmaintainsaccurate, 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. Includes internal team management and coordination with the client for operational or technical projects.
• Monitors program performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption. Identifies andperformsroot cause analysis to makerecommendations and develops and executes on action plans to remedy interface related issues, (e.g., dataanomalies, failed claim lines, etc.) and unintended operational results (e.g., claims adjustments, unapplied policy recommendations, unreturned history data, etc.) to optimize program performance and consistency.
• Provides client testing support to ensure success with all operational and policy aspects of initiatives.
• Maintains escalation plans and monitors file processing statistics to minimize missed policy opportunity.
• Proactively provides or coordinates production reporting, as necessary, to provide insight, and identify trends and data anomalies. Develops recommendations and executes action plans to remedy.
• Ensures client success with Cotiviti customer service tools: administer user accounts to ensure data accuracy (e.g., employee adds/terms/transfers), monitor and manage user access and usage, and identify gaps.
• Identifies client education needs and develop and deliver client training programs for implementing and active clients.
• Manages all client inquiries, ensuring entry into the appropriate application and ensures timely execution of resolution.
• Ensures understanding of client intent and triages appropriately.
• Actively participates as an operational SME in department and corporate projects, as needed.
• Travel requirement up to 20%.
• Complete all responsibilities as outlined in the annual performance review and/or goal setting.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.

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.
• Professional coder certification (CPC, CPC-A, CCA, CCS or CCS-P, RHIT or RHIA) certificationnotnecessary 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.

Cognitive/Mental Requirements:

• Ability to work in a fast-paced environment, effectively organize, plan, prioritize and meetdeadlines;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.

Working Conditions and Physical Requirements:

• This remote role can be located anywhere in the continental US.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.
• After hours and/or weekend work may be required where necessary for majordeliverables/deadlines (not consistent).
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• 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.
• No adverse environmental conditions expected.

Base compensation ranges from $82,000 to $111,000 per year. 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.