Client Liaison

Machinify

3h•$110,000 - $125,000•Remote

About The Position

The Client Liaison (CL) coordinates the cross-functional client team and drives plan achievement, revenue retention, client satisfaction, and growth across Machinify’s Payment Integrity product suite. Serving as both an internal and external liaison, the CL triages, manages, monitors, and supports client-related activity. The role builds client relationships and establishes Machinify as a trusted partner by understanding each client’s needs and business situation, identifying solutions, and proactively surfacing issues that could affect Concept performance or program outcomes. This client-facing role is responsible for serving as the primary contact and trusted advisor for client operational representatives; collaborating with the Client Success Team on account strategy and leading its tactical execution; promoting product adoption; and identifying cross-product opportunities. The CL manages operational implementation and execution of payment policy decisions, client meetings, initiatives, and projects, including Concept rollouts and platform enhancements. The role also monitors program performance, analyzes reports and data anomalies, supports testing, manages escalations and inquiries, coordinates reporting and recommendations, maintains client documentation, and develops and delivers client training as needed. The position may require travel up to 10%. The employee must be able to perform the duties with or without reasonable accommodation and complete responsibilities established through performance reviews or goal setting, special projects, and other assigned duties. Machinify describes itself as digital-first and allows employees to work from anywhere in the US.

Requirements

Bachelor’s degree or higher, or equivalent experience; a degree is preferred and equivalent experience is accepted as required.
Knowledge of CMS guidelines, other regulatory compliance guidelines and mandates, and medical payment policy.
At least 4 years of related healthcare experience, with strong knowledge of health plan operations and the claims lifecycle.
At least 4 years of experience in client relationship management or consulting, interacting with varied roles and levels, with a strong focus on healthcare.
At least 4 years of project or team management experience, including meeting facilitation and follow-through on deliverables.
High proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
Excellent written and verbal communication and interpersonal skills.
Strong presentation skills.
Demonstrated success building strong, trust-based professional client relationships across multiple roles and levels.
Self-starter able to work independently and with a track record of successful outcomes in a collaborative team or matrix environment.
Ability to travel up to 10%.

Nice To Haves

Professional coder certification such as CPC, CPC-A, CCA, CCS, CCS-P, RHIT, or RHIA.
Prior experience with a healthcare payment integrity or claims analytics platform.
Familiarity with Concept-based payment integrity programs, Sentinel performance reporting, or similar SaaS claims platforms.
Prior experience delivering training classes.

Responsibilities

Serve as the primary client contact and trusted advisor for client operational representatives, cultivating relationships and identifying needs and opportunities.
Collaborate with the Client Success Team on client strategic plans and lead tactical execution.
Promote adoption and acceleration of Concept to increase client value through organization, communication, and project management.
Identify and communicate cross-product opportunities across Machinify’s Payment Integrity platform.
Manage the operational implementation and execution of client payment policy decisions with client operations managers and internal Operations, Product, Appeals, Production, and Technical teams.
Coordinate and manage joint client and internal meetings, including scheduling, facilitation, agendas, materials, minutes, action-item tracking, and logistics.
Distribute meeting minutes and action items and follow up to ensure timely and satisfactory completion.
Maintain accurate, up-to-date client documentation in Machinify’s client library.
Manage internal and external aspects of client initiatives and joint projects, including Concept rollouts and platform enhancements, to ensure objectives and goals are met.
Monitor Concept and Sentinel performance and analyze monthly performance reports; draft observations on trends for clients.
Investigate data anomalies, hit-rate performance, and unintended operational results through root cause analysis; develop and execute action plans to optimize performance and address interface-related issues.
Provide client testing support for operational and Concept-related initiatives.
Maintain escalation plans and monitor file processing and Concept scoring statistics to minimize missed recovery opportunities.
Provide or coordinate production reporting, identify insights, trends, and data anomalies, and develop recommendations and action plans.
Identify client education needs and develop and deliver training programs for implementing and active clients.
Manage client inquiries, ensure they are entered into the appropriate application, and coordinate timely resolution.
Understand client intent and triage matters to the appropriate internal teams.
Participate as an operational subject matter expert in department and company-wide Payment Integrity initiatives as needed.
Complete performance-review and goal-setting responsibilities, special projects, and other assigned duties.
Perform duties with or without reasonable accommodation.