VP Client Engagement Manager

Overview:

The focus of the VP, Client Engagement Manager is to develop and execute against growth, renewal and retention strategies for their customers within the top customer tier. The VP Client Engagement Manager is accountable for the coordination and transparency needed to drive a successful, multi-pronged growth and retention strategy as well as a multi-level relationship engagement across the customer leadership team. This role will manage a team of Client Engagement professionals.

• Develop, foster, and maintain relationships with customer accounts.
• Liaison between company and client or prospect.  Serves as the client’s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary.  Responsible for managing, tracking, and closing all client issues.
• May include relationship management of customers in the Top 40 category, as defined by revenue, product mix, and strategic elements.
• Ensure effective communication with clients regarding new edits and system issues and upgrades.  Communicate any client needs/ideas for future development to meet client's requirements and expectations.
• Review client data to manage and monitor edit savings and identify potential problems with overrides, revenue or invoicing.
• Enter and maintain assigned customer records in the Customer Relationship Management (CRM) database as required.
• Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings.  This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively.
• Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements, and attitudes.
• Synthesize and articulate key findings as appropriate for operations, sales, finance, product development, and executive audiences using sound financial and market analysis.  Proactively present strategic recommendations.
• Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support.
• Report weekly to SVP, Client Engagement on overall client satisfaction levels, new client issues, unresolved client matters, and customer requested needs.
• Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars, and responding to RFPs.
• Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives.
• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction. 

• B.S. or M.B.A. in Business Administration or  related degree is required.  Strong working knowledge of health insurance industry business operations is required. Senior executive with proven experience in growing and developing business in the health care information and analytics space with strong competencies in strategic planning, operations, marketing, product management, and business planning.
• Must have between 10-15 years of experience in the health care industry with strong presentation skills, customer (internal/external) problem diagnostics and solution design, tactical scheduling, strong contract knowledge, and HIPAA compliance related to company’s Business Associate classification.
• Demonstrated ability to maintain high level of ethics.
• Excellent communicator and leader who is results-oriented and diplomatically assertive.  Requires ability to synthesize and utilize data, mentor staff, and be a successful team builder.
• Experience leading and fostering high-performing teams.
• Establish professional relationships at all levels of key client organization, including C-level executives, vice presidents, and department managers.  Understand clients strategic objectives and assist clients in positioning Cotiviti's products into their long terms goals.
• Demonstrable knowledge of healthcare claims payment policy and processing, claims editing, and fraud detection, with demonstrated technical proficiency for in-depth review of data and identifying issues and opportunities to enhance efficiencies and savings.
• General understanding of databases structures, database management, and data manipulation and analysis, with prior experience in supporting or working with software programs and client systems (i.e. coding and billing systems, adjudication systems, etc.).
• Strong customer engagement skills required with ability to establish and maintain multi-level customer relationships key to fully understand client goals.
• Willingness/availability to travel 40% as required.
• Strong interpersonal skills required.  Able to anticipate, identify, and resolve simple to complex problems.  Proactive individual with strong troubleshooting skills.  Strong written and oral communication skills required. Demonstrated ability to multitask in a fast-paced environment.
• Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, Outlook.

Base compensation ranges from $140,000 to $175,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.  This role is eligible for discretionary bonus consideration.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Date of posting: 4/17/2024

Applications are assessed on a rolling basis. We anticipate that the application window will close on 7/17/2024, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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