Client Services Manager; FWA

Overview

The Client Services Manager services as the point of contact for clients and is focused on providing the highest level of service to our clients. Role serves as both internal and external client liaison, including triaging, managing, monitoring and support of client related activity,
primarily related to Cotiviti Fraud, Waste and Abuse products.

• Assist clients in succeeding with Cotiviti through understanding clients' needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success, and ensuring that the appropriate resources are working to resolve any issues.
• Serves as the account manager and trusted adviser for client operational contacts; establishes and cultivates relationships with client contacts to identify needs & generate and implement solutions.
• Manages the operational implementation and execution of the FWA program by working with health plan operations managers.
• 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 the library.
• Coordinates 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 action plans to remedy operational performance issues to optimize program performance and consistency.
• Develops and executes action plans to remedy.
• Analyzes monthly results and draft monthly performance summary for a client, providing insight and observations on drivers of trends and status of initiatives
• Identifies client education needs and develops and delivers client training programs for implementing and active clients.
• Enters all client inquiries and requests in the appropriate application.
• Acts as the subject matter expert for all FWA-related activities.
• Regularly works with the FWA operational teams on all open action items.
• Identifies and creates solutions for invoicing challenges.
• Coordinates and participates in the strategic initiatives for the business.

• Client Relationship Skills - Ability to develop strong professional relationships with multiple roles and levels.
• Project Management skills - Strong organizational and planning skills.
• Results driven with a focus on producing high-quality, error-free service and deliverables.
• Industry knowledge & experience - Understanding of healthcare FWA investigations.
• Strong presentation skills and ability to present and interact at the executive level with clients and within Cotiviti.
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work within a matrix organization.
• Professional with the ability to properly handle confidential information.
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines.
• Excellent written and verbal communication skills, including public speaking.

• Bachelor’s Degree (or higher) preferred.
• 5+ years of healthcare experience including: operations experience, particularly in healthcare consulting.
• 5+ years of industry knowledge related to FWA programs and requirements.
• 2+ years of project or team management experience, including meeting facilitation and follow through on deliverables.
• 2+ years of client relationship management experience, interacting with various roles and levels.

• Travel requirement up to 10%
• After hours and/or weekend work may be required where necessary for major deliverables /deadlines.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions are expected.

Base compensation ranges from $78,000 to $105,000 per year. Specific offers are determined by various factors, such as experience, education, skills,…