Client Services Senior Manager Job Locations

US-Remote ID

2024-13069

Category Client Services  

Position Type Full-Time Overview

The Client Services Senior Manager (Sr. CSM) is responsible for leading the cross-functional client team and is focused on achieving plans with clients, revenue retention, and client satisfaction and growth. The Sr. CSM serves as both internal and external client liaison, including triaging, managing, monitoring and support of client related activity. The Sr. CSM builds and sustains client relationships, achieves the client's recognition of Cotiviti as a partner, and ensures client success with Cotiviti products through understanding client's needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success. The Senior CSM also provides mentorship and leadership to the Client Services Manager team.

Responsibilities

This position is client facing and requires a commitment to superior client service. Serves as the account manager and trusted advisor for client operational contacts; establishes and cultivates relationships with client contacts to identify needs and generate and implement solutions. * Collaborates with the Client Engagement Leader on client strategy and leads tactical execution. * Promotes policy adoption and acceleration to increase client value. * Identifies and communicates cross product opportunities. * Manages the operational implementation and execution of client payment policy decisions by working with health plan operations managers in Network Operations, Provider Relations, Member Services, Grievance and Appeals, Call Center, Claims and IT services. * Coordinates and manages joint meetings with client and internal staff including: scheduling, facilitation, meeting agenda and material preparation/coordination, meeting logistics and travel, etc. * Coordinates and manages client related internal meetings including: scheduling, facilitation, meeting agenda/material preparation, meeting minutes/action item tracking, etc. * Records and distributes meeting minutes and action items, and follows-up on action items to ensure satisfactory and timely completion. * Posts and maintains accurate, up-to-date client documentation in Cotiviti's library. * Manages the internal and external aspects of internal and client initiatives and joint projects to ensure that Cotiviti and client objectives are met and that the team is making progress towards goals. Includes internal team management along with coordination within the client. * Identifies, performs root cause analysis, and develops and executes on action plans to remedy interface related issues, (e.g., data anomalies, failed claim lines, etc.) and unintended operational issues (e.g., claims adjustments, unapplied policy recommendations, unreturned history data, etc.) to optimize program performance and consistency. * Provides client testing support and coordination for system enhancements, upgrades, corrections, batch support, new policy logic, data mapping, parser changes, etc. * Maintains escalation plans and monitors file processing statistics and provide production reporting as necessary to quickly identify provider negative impact, data anomalies, etc. Develops and executes action plans to remedy. * Analyzes monthly results and drafts monthly performance summary for client, providing insight and observations on drivers of trends and status of initiatives, and makes recommendations on improvement/enhancement opportunities. * Ensures client success with Cotiviti customer service tools: administer user accounts to ensure data accuracy (e.g., employee adds/terms/transfers), monitor and manage user access and usage,... For full info follow application link. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities