Senior Client Services Manager DM COB and YM

Overview

The Senior Client Services Manager (Sr CSM) is a member of the Client Services Team (CST) which aligns and supports the greater business unit solutions of Data Mining (DM), Coordination of Benefits (COB) and Yield Management (YM). A SR CSM is a subject matter expert on various client partnerships within the CST team as serves as the main day-to-day point of contact for Cotiviti’s largest, most complex, and high visibility clients, while assisting leadership with escalated issues, special projects, and helping develop less tenured Client Services team members. This role builds and sustains customer relationshipsand achieves the client’s recognition of Cotiviti as a trusted partner setting the foundation for Cotiviti solution growth opportunities. The Sr CSM should be highly proficient across designated Payment Accuracy solutions and is able to operate independently, while coordinating with multiple internal partners to drive excellent client service. The SR CSM will act as a mentor to the CST team for both Client Service Associates and Client Service Managers.

Responsibilities

• Is a subject matter expertise on various client partnerships as it relates to the client and Cotiviti.
• Assists with onboarding and training of new team members joining the Client Services Team, as well as training documentation and creation.
• Acts as a mentor to both Client Service Associates and Client Service Managers.
• Represents Cotiviti in daily interactions with the largest, most complex, and high-visibility Clients.
• Builds and sustains the customer relationship and partnership with Cotiviti. Serves as client iaison through successful collaboration with internal partners, including Client Engagement, Implementation Services, Audit Operations and Yield Management, for client issues, escalations, and increased scope opportunities.
• Develops measurable short and long-term strategic plans to capitalize on potential growth opportunities or opportunities for improvement with key assigned clients.
• Highly proficient in established operational workflows between Cotiviti and Client, and able to provide guidance or consultation as needed to help ensure expectations are achieved.
• 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 and 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.
• Evaluates critical information needed to understand problems, determine probable causes, and develop workable solutions.
• Sees emerging patterns and opportunities. Adapts quickly and easily to new information, changing conditions, or unexpected events.
• 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 our 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 8 years of related healthcare experience required including operations experience in healthcare consulting, provider relations, network management, or claims operation.
• Minimum two to four years in a Client Services or Account Management role within the area of healthcare payment integrity.
• At least 2+ years Cotiviti experience is recommended for individuals seeking their next opportunity internally. (Example: Client Services 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 Offic