Client Services Manager

Job Description:

Serves as the primary client contact and trusted advisor for client operational representatives; establishes and cultivates relationships with client contacts to identify needs that result in expanded opportunities or solutions.

Collaborates with the Go-To-Market team on client strategic plan and leads tactical execution.

Promotes policy adoption and acceleration to increase client value through organization, communication, and project management within internal and external teams.

Identifies and communicates cross product opportunities.

Manages the operational implementation and execution of client payment policy decisions by collaborating with client operations managers across multiple departments.

Coordinates and manages joint meetings with client and internal staff including scheduling, facilitation, meeting agenda and material preparation/coordination, meeting minutes/action item tracking, and meeting logistics.

Documents and distributes meeting minutes, action items and follows-up on action items to ensure satisfactory and timely completion.

Monitors program performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption.

Provides client testing support to ensure success with all operational and policy aspects of initiatives.

Maintains escalation plans and monitors file processing statistics to minimize missed policy opportunity.

Develops recommendations and executes action plans to remedy.

Requirements:

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

Knowledge of CMS guidelines and other regulatory compliance guidelines and mandates, and medical payment policy.

Professional coder certification (CPC, CPC-A, CCA, CCS or CCS-P, RHIT or RHIA) certification not necessary but a plus.

4+ years of related healthcare experience with strong knowledge of health plan operations and claims lifecycle.

4+ years of experience in client relationship management or consulting experience, interacting with various roles and levels, with a strong focus on the healthcare setting.

4+ years of project or team management experience, including meeting facilitation and follow-through on deliverables.

Highly proficient in MS Office Suite: Excel, Word and PowerPoint.

Excellent written and verbal communication and interpersonal skills.

Strong presentation skills.

Prior experience delivering training classes is a plus.

Demonstrated success in developing strong, trust-based professional relationships with clients in multiple roles and levels.

Self-starter with the ability to work well independently and a track record of successful outcomes within a collaborative team environment or matrix structure.

Effective analytical and problem-solving skills and financial acumen.

Professional with ability to properly handle confidential information.

Ability to work with on-site and remote cross-functional product teams and customers.

Benefits:

medical, dental, vision, disability, and life insurance coverage

401(k) savings plans

paid family leave

9 paid holidays per year

17-27 days of Paid Time Off (PTO) per year

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