Client Services Manager

Overview

The Client Services Manager (CSM) is responsible for coordinating the cross‑functional client team and is focused on achieving plans with clients, revenue retention, and client satisfaction and growth for the Prospective Payment PPM and CV products. The CSM serves as both internal and external client liaison accountable for triaging, managing, monitoring and supporting client related activity. The CSM builds and sustains client relationships, achieves the client’s recognition of Cotiviti as a partner, and ensures client success with Cotiviti PPM/CV products through understanding client’s needs and unique business situations, identifying solutions, proactively identifying potential issues that could impair success.

This position is client facing and requires a commitment to superior client service.

• 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, including Claims Operations, Provider Services, Appeals, Network Operations, Payment Integrity, IT, etc.
• 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.
• Coordinates and manages client related internal meetings 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.
• Posts and maintains accurate, up‑to‑date client documentation in Cotiviti’s library.
• Manages the internal and external aspects of all client initiatives and joint projects to ensure objectives are met and the team is progressing toward goals. Includes internal team management and coordination with the client for operational or technical projects.
• Monitors program performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption. Identifies and performs root cause analysis to make recommendations and develops and executes on action plans to remedy interface related issues, (e.g., data anomalies, failed claim lines, etc.) and unintended operational results (e.g., claims adjustments, unapplied policy recommendations, unreturned history data, etc.) to optimize program performance and consistency.
• 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.
• Proactively provides or coordinates production reporting, as necessary, to provide insight, and identify trends and data anomalies. Develops recommendations and executes action plans to remedy.
• 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, and identify gaps.
• Identifies client education needs and develops and delivers client training programs for implementing and active clients.
• Manages all client inquiries, ensuring entry into the appropriate application and ensures timely execution of resolution.
• Ensures understanding of client intent and triages appropriately.
• Actively participates as an operational SME in department and corporate projects, as needed.
• Travel requirement up to 20%.
• Complete all responsibilities as outlined in the annual…