Client Services Manager (FWA)

Cotiviti•Remote,

4d•$82,000 - $111,000•Remote

About The Position

The Client Services Manager serves as the point of contact for clients, focused on providing the highest level of service. This role acts as both an internal and external client liaison, managing, monitoring, and supporting client-related activities, primarily concerning Cotiviti's Fraud, Waste, and Abuse (FWA) products.

Requirements

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.
Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.
Ability to work in a fast-paced environment, effectively organize, plan, prioritize and meet deadlines; producing high-quality, error-free deliverables.
Effective analytical and problem-solving skills and financial acumen.
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.

Responsibilities

Assist clients in succeeding with Cotiviti by understanding their needs and unique business situations, identifying solutions, proactively addressing potential issues, and ensuring appropriate resources are engaged for resolution.
Serve as the account manager and trusted advisor for client operational contacts, establishing and cultivating relationships to identify needs and implement solutions.
Manage the operational implementation and execution of the FWA program in collaboration with health plan operations managers.
Coordinate and manage joint client and internal staff meetings, including scheduling, facilitation, agenda and material preparation, and logistics.
Coordinate and manage client-related internal meetings, including scheduling, facilitation, agenda/material preparation, and tracking minutes/action items.
Record and distribute meeting minutes and action items, and follow up to ensure timely and satisfactory completion.
Post and maintain accurate, up-to-date client documentation in the library.
Coordinate internal and external aspects of initiatives and joint projects to ensure Cotiviti and client objectives are met and teams are progressing towards goals.
Manage internal teams and coordinate within the client organization.
Identify, perform root cause analysis, and develop action plans to remedy operational performance issues and optimize program performance and consistency.
Develop and execute action plans for remedies.
Analyze monthly results and draft monthly performance summaries for clients, providing insights on trend drivers and initiative status.
Identify client education needs and develop and deliver training programs for implementing and active clients.
Enter all client inquiries and requests into the appropriate application.
Act as the subject matter expert for all FWA-related activities.
Regularly work with FWA operational teams on open action items.
Identify and create solutions for invoicing challenges.
Coordinate and participate in strategic initiatives for the business.