Client Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate collaboration among the cross-functional client team to fulfill client strategies, ensure revenue retention, enhance client satisfaction, and promote growth for Prospective Payment PPM and CV products.

• Act as the primary point of contact for clients, serving as a trusted advisor and operational subject-matter expert while liaising internally and externally.

• Establish and maintain strong client relationships; recognize client needs, explore additional opportunities, and propose appropriate solutions.

• Work alongside the Go-To-Market team to devise client strategic plans and oversee tactical execution.

• Encourage the adoption and swift implementation of policies through effective organization, communication, and project management.

• Spot and convey opportunities that cross product lines.

• Oversee the operational implementation and execution of client payment policy decisions across Claims Operations, Provider Services, Appeals, Network Operations, Payment Integrity, IT, and various other departments.

• Organize and manage joint meetings with clients and internal teams, including scheduling, facilitating discussions, preparing agendas, distributing materials, taking minutes, tracking action items, and handling logistics.

• Record and share meeting minutes while following up on action items.

• Keep client documentation current and accurate in Cotiviti’s library.

• Supervise both internal and external elements of client initiatives and collaborative projects to ensure that objectives and milestones are achieved.

• Track program performance, analyze monthly reports, identify trends and underlying causes, and formulate and implement corrective action plans.

• Offer client testing assistance for operational and policy initiatives.

• Maintain escalation plans and oversee file-processing statistics to reduce missed policy opportunities.

• Coordinate production reporting to uncover trends and data discrepancies; devise and implement recommendations.

• Manage user accounts for customer-service tools, ensuring access, usage, and data integrity.

• Assess client education needs and create and deliver training programs for clients.

• Handle client inquiries, triage them appropriately, and ensure timely resolutions.

• Contribute as an operational subject-matter expert in departmental and corporate projects.

• Willingness to travel up to 20%.

• Accomplish annual performance review objectives, special projects, and any other assigned responsibilities.

⛳️ Requirements

• A Bachelor’s Degree or higher (preferred), or equivalent experience is required.

• Familiarity with CMS guidelines and other regulatory compliance standards and medical payment policies.

• Professional coder certification (CPC, CPC-A, CCA, CCS or CCS-P, RHIT or RHIA) is advantageous but not mandatory.

• A minimum of 4 years of relevant healthcare experience, demonstrating strong knowledge of health plan operations and the claims lifecycle.

• At least 4 years of experience in client relationship management or consulting within a healthcare environment.

• Over 4 years of project or team management experience, including facilitating meetings and ensuring follow-through on deliverables.

• Highly skilled in the MS Office Suite: Excel, Word, and PowerPoint.

• Exceptional written and verbal communication and interpersonal skills.

• Strong presentation abilities; experience in delivering training sessions is a plus.

• Proven success in building strong, trust-based professional relationships with clients across various roles and levels.

• Capable of working independently as well as collaboratively within a team or matrix structure.

• Strong organizational, planning, prioritizing skills, and the ability to meet deadlines while producing high-quality, error-free work.

• Effective analytical and problem-solving skills, along with financial acumen.

• Ability to handle confidential information appropriately.

• Proficient in working with both on-site and remote cross-functional product teams and clients.

• Flexibility and a willingness to engage in international processes and calls across different global time zones.

• Availability for after-hours or weekend work as needed to meet significant deliverables and deadlines.

• Must have a dedicated, secure workspace.

• Must have high-speed internet access/connectivity and an appropriate office setup and maintenance for remote work.

• Capable of performing duties with or without reasonable accommodation.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

• 401(k) savings plan.

• Paid family leave.

• Nine paid holidays each year.

• 17-27 days of Paid Time Off (PTO) annually, based on specific level and length of service.

• Option for remote work arrangements.

• Provision of a dedicated, secure workspace and high-speed internet access/connectivity, along with necessary office setup and maintenance for remote work.