Client Service Delivery Partner - Operations Analyst - EviCore

Client Service Delivery Partner – Operations Analyst

The Client Service Delivery Partner represents and manages all areas of operational service as it relates to the successful administration of assigned Tier 2 plans. The CSDP will be the primary EviCore contact for all operational services for the client related to authorizations, claim processing, customer service, eligibility, appeals, and other operational activities. These primary functions include customizing service delivery to meet the client’s needs, researching service inquiries, and negotiating with partners and customers, both internal and external, to resolve service issues and requests. The CSDP will proactively review service activities, monitor ongoing processes, and develop service plans for continuous improvement.

RESPONSIBILITIES

Client Relationships / Service

• Owns service relationship with Tier 2 Clients.  Builds strong relationships with the client, proactively identifying the needs of the client and satisfying issues in a timely and cost effective manner.  May meet with clients in person to enhance the overall service relationship.
• Collaborates to develop case-level service strategy and manages service issues as it relates to overall plan administration; uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes.
• Facilitates engagement between subject matter experts within EviCore to execute overall service strategy for client.  Manages issues through and owns resolution.
• Partners and collaborates with IT Liaisons on technology-related issues and requests.
• Builds and sustain client relationships to enhance EviCore's reputation in the health services industry.

• Partners with the Client Management teams in the development of client specific service strategies and service touch-points with the client.
• Analyzes data/trends and responsible for presenting results to the client and other internal teams as needed. Provides routine updates to Client Management team related to at-risk service issues.

• Attends client meetings related to the implementation of new and renewing clients as needed.

QUALIFICATIONS

• Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree required or equivalent work experience.
• 3 or more years work experience in operations, account management/account services, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution.  Ability to establish matrix partner relationships and follow through on expectations.
• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
• Demonstrated strength and understanding of client expectations and sense of urgency resulting in the ability to influence the organization to meet and exceed client expectations.
• Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team.
• Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective client solutions.
• Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems).
• Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
• Excellent presentation skills. Previous/proven success and three to five years’ experience delivering client/producer communications.
• Demonstrated success in negotiations and ability to influence internal/external constituencies.
• Demonstrated leadership and motivational skills in fast-paced environment.
• Demonstrated interpersonal skills.

OTHER

• Minimal travel

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 53,600 - 89,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on d