Expert Client Success Manager - Remote

Veradigm Payer 

Veradigm understands that managed care organizations, pharmacy benefit managers (PBMs), insurance companies, health plans, and other payers need to balance controlling costs with the goal of providing the highest quality of care and optimizing health outcomes for their members.

Solutions from Veradigm Payers:

• Deliver insights to drive quality outcomes cost-effectively
• Improve efficiency for themselves, their providers, and their members through high-speed clinical data exchange
• Impact point-of-care decision making positively by integrating payer guidance and prior authorization management directly in each healthcare provider’s existing workflow

***This is a remote based role***

Job Summary: 

The Expert Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The Expert CSM seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the Expert CSM partners with our clients and internal Veradigm stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations. The Expert CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Veradigm solutions footprint. 

What you will contribute: 

• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services 
• Leads complex collaborations of client and Veradigm (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plans 
• Maintains internal client updates using Client Health Dashboards and/or required reporting mechanisms 
• Creates/maintains complex client facing executive dashboard for monthly operational review 
• Facilitates Strategic Roadmap Planning for complex current and future projects - aligning Veradigm solution releases with client strategic priorities 
• Ensures oversight, visibility, and tactical coordination of complex Veradigm Services Initiatives 
• Ensures client regulatory preparedness as it relates to Veradigm solutions 
• Delivers client communications on potential business-impacting items, including Industry/Veradigm news, release plans, planned outages, and Major Incidences 
• Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc. 
• Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans 
• Identifies and grows reference accounts, including sharing client success stories and outcomes improvements 
• Participates actively in client Quarterly Business Reviews (QBRs) 
• Provides advanced consultative insights into the client growth plan
• Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests 
• Facilitates complex discussions on the resolution of non-disputed A/R issues where Veradigm finance is unable to make forward progress using normal processes 
• Drives client prioritization with escalated issues in support 
• Mentors/provides guidance to less experienced Client Success Managers 

The ideal candidate will have: 

• Bachelor's degree or equivalent technical / business experience 
• 7+ years' experience in client relationship management and issue resolution
• Exposure to healthcare risk adjustment programs - CMS, Commerical, Medicare, Medicaid
• Previous experience working for a health plan
• Strong project management and communication skills
• Strong analytical and problem-solving skills
• The ability to communicate complex concepts across all levels of an organization