Client Success Partner

HealthAxis Group; United States; On-site; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a Client Success Partner to enhance client experiences through effective project management and healthcare operations expertise. This dynamic role requires a proactive individual who can manage multiple projects while ensuring high-quality service delivery. The ideal candidate will thrive in a fast-paced environment, leveraging their strong analytical and communication skills to foster client relationships and drive project success. Join a people-first organization that values integrity and collaboration, making a real impact in the healthcare sector.

Qualifications

• 3+ years of healthcare industry experience with Health Plans or TPAs.
• Strong project management background with excellent communication skills.

Responsibilities

• Manage client delivery and ensure project issues are tracked and resolved.
• Liaise between internal teams and clients to meet expectations.

Skills

Project Management

Healthcare Operations

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Job description

HealthAxis is a prominent provider of core administrative processing system (CAPS) technology, business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We will transform the way healthcare is administered in the United States by providing innovative technology and services that uniquely solve critical healthcare payer challenges negatively impacting member and provider experiences.

We live and work with purpose, care about others, act with integrity, communicate with transparency, and don’t take ourselves too seriously.

We're not just about business – we're about people. Our commitment to a people-first approach shapes everything we do, from collaborating as a team to serving our valued clients. We believe that creating a vibrant and human-centric environment can inspire engagement, empower our team members, and ignite a sense of purpose in all that we accomplish.

PURPOSE AND SCOPE:

The Client Success Partner is responsible for business analysis, project management, and solution delivery. This position has two sets of responsibilities, each focused-on client delivery. The first is a Project Manager, and the second is the Service Delivery Manager for managed services and project delivery.

The individual in this position will liaise between the broader organization, operations and executive management, and product. Client Success Partner will direct efforts for documenting requirements, project planning, facilitating design meetings, managing risk, tracking progress, updating status, facilitating resource allocation, coordinating transition to production, and managing project closure.

The ideal candidate will be a strong project or program manager background and have led project teams comprised mostly of diverse business areas. Strong understanding of healthcare operations is required, knowledge of CMS Medicare Advantage policies is helpful. The successful candidate will be highly organized, accountable, and have excellent research & analytical skills. For this client facing role, clear and concise communication is required along with consistent follow through and driving closure. The selected individual must be comfortable working in a dynamic organization with high delivery and quality standards.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Manage/understand client and internal reports based on client specific SLA's, etc., and other determinate criteria.
• Ensure project issues are tracked, managed, communicated, and resolved.
• Understand contractual obligations in detail and manage client expectations.
• Receive and evaluate customer requests and complaints.
• Maintain a strong awareness of all internal and external client activity.
• Identify and respond to all requests/issues from clients professionally and promptly to ensure client confidence.
• Function as an advocate and client SME between internal teams and external partners.
• Develop and propose innovative solutions to help client achieve goals while maximizing product/solution utilization.
• Monitor assigned client's metrics for reporting and proactively identify/mitigate issues to minimize client impact and maintain trust.
• Fundamental understanding of the operational functions of a Health Plan with a focus on bringing teams together to resolve critical client issues.

EDUCATION, EXPERIENCE AND REQUIRED SKILLS:

• Bachelor's degree or equivalent combination of education and work experience.
• 3+ years of progressive operations, program, and/or management experience.
• A minimum of 3 years of healthcare industry experience working with Health Plans or TPAs.
• Working knowledge of the Health Plan operations.
• Experience working with Medicare and/or Medicaid lines of business is a plus.
• Ability to thrive in a fast-paced, results-oriented environment with a solution-oriented mindset and a proactive, systematic approach.
• Ability to perform well under pressure and manage client expectations.
• Ability to manage multiple, concurrent, projects effectively and be responsive to external and internal users in a timely manner.
• Excellent communication, research, analytic, project management, and documentation skills.
• Act with integrity in all responsibilities.