Client Services Manager (Healthcare)

Overview

The Client Services Manager (CSM) is a member of the Client Services Team which aligns and supports the greater business unit solutions of Data Mining (DM), Coordination of Benefits (COB) and Yield Management (YM). A CSM serves as the main day-to-day point of contact for clients both internally and externally and is focused on achieving strategic plans with clients, revenue retention, client satisfaction, and growth. This role builds and sustains customer relationships and achieves the client’s recognition of Cotiviti as a trusted partner. The CSM should be proficient across designated Payment Accuracy solutions and is able to operate independently while coordinating with multiple internal partners to drive excellent client service.

Responsibilities

• Represents Cotiviti in daily interactions with Clients. Builds and sustains the customer relationship and partnership with Cotiviti. Serves as client liaison through successful collaboration with internal partners, including Client Engagement, Implementation Services, Audit Operations and Yield Management, for client issues, escalations, and increased scope opportunities.
• Apply deductive reasoning to understand and comprehend the deliverables and requests of the client.
• Proficient in established operational workflows between Cotiviti and Client.
• Leads agenda-driven meetings with Clients in a purposeful and compelling manner.
• Communication, both verbal and written, is clear and concise. Prepares remediation plans when appropriate and supports the preparation of client presentations.
• Supports achievement of company financial targets through successful management of assigned client performance. Understands drivers for any gaps in Client targets and supports strategy alignment with Client and internal partners for success.
• Drives timely Client approvals for new concept/white paper submissions.
• Monitors and drives resolution to outstanding Client inventory and aligns strategy with key internal partners.
• Ensures alignment and internal monitoring are established for all pertinent Client service level agreements (SLAs).
• Proactively communicates/escalates any potential issues which could impact Client performance.
• Behaves in a way that consistently demonstrates a commitment to Cotiviti values.
• Adheres to established internal documentation and organization standards.
• Ensures confidentiality and security of all data, adhering to all HIPAA (Health Insurance Portability and Accountability) laws and requirements. Demonstrates the skills, knowledge, and ability to ensure that your environment is a safe one, complying with industry standards.
• Demonstrates understanding of Cotiviti policies & procedures, and external regulatory requirements and performs duties in accordance with such regulatory requirements.

Qualifications

• Bachelor’s Degree Required in related area including but not limited to Healthcare Administration, Business Administration, or Management.
• Minimum 5 years of related healthcare experience required including operations experience in healthcare consulting, provider relations, network management, or claims operation.
• Minimum two years of related project management experience required including management of client deliverables preferred.
• At least 2+ years Cotiviti experience is recommended for individuals seeking their next opportunity internally. (Example: Client Services Associates and/or Payment Accuracy Team Lead or Manager).
• Requires understanding of healthcare billing, claim lifecycle, and healthcare reimbursement.
• Excellent presentation skills required including the ability to present and interact at the C-level with internal stakeholders, clients, and providers.
• Proficient with Microsoft Office Suite (Word, Excel, Power Point).
• Professional with the 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.
• Must have the ability to positively handle and manage stress, such as high work volume and frequent change. Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate time zones throughout the US and certain global time zones.
• Understands and embodies Cotiviti Core Values, Strategic Pillars, and Operational Disciplines to achieve successful performance in completing assigned responsibilities and interactions with the Organization both internally and externally.

Mental Requirements:

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• 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 $76,000 to $90,000. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for discretionary bonus consideration.

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.

Date of posting: 7/31/2024

Applications are assessed on a rolling basis. We anticipate that the application window will close on 8/31/2024, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.