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Client Services Manager at Cotiviti

Posted in Management 30+ days ago.

Location: South Jordan, Utah





Job Description:

Description

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


Role Responsibilities



  • Assist clients in succeeding with Cotiviti through understanding client's 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 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 provide 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 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., employee adds/terms/transfers), monitor usage, identify gaps, and deliver training programs and reporting.

  • Monitor and manage user access.

  • Identifies client education needs and develop and deliver client training programs for implementing and active clients.

  • Enters all client inquiries and requests in the appropriate application.


Job Requirements



  • 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 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, Power Point)

  • Ability to work within a matrix organization

  • Professional with 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 working experience with 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 follow through on deliverables

  • 2+ years of client relationship management experience, interacting with various roles and levels


Job Demands



  • Travel requirement up to 10%. Although currently all staff are working remotely and not traveling....this will change over time.

  • 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 of time.

  • Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones

  • For the safety of our employees and those considering employment with Cotiviti, we are currently conducting all interviews virtually. In addition, the majority of the Cotiviti team is currently working remotely, and we are onboarding new hires remotely as well. As we monitor the pandemic, these arrangements may change and we will update accordingly.



#LI-JB1



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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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