Healthcare Client Services Manager, Fully Remote

Centauri Health Solutions•Phoenix, AZ

5d•Remote

About The Position

Centauri Health Solutions provides technology and technology-enabled services to payors and providers across all healthcare programs, including Medicare, Medicaid, Commercial and Exchange. In partnership with our clients, we improve the lives and health outcomes of the members and patients we touch through compassionate outreach, sophisticated analytics, clinical data exchange capabilities, and data-driven solutions. Our solutions directly address complex problems such as uncompensated care within health systems; appropriate, risk-adjusted revenue for specialized sub-populations; and improve access to and quality of care measurement. Headquartered in Scottsdale, Ariz., Centauri Health Solutions employs 1700 dedicated associates across the country. Centauri has made the prestigious Inc. 5000 list since 2019, as well as the 2020 Deloitte Technology Fast 500™ list of the fastest-growing companies in the U.S. For more information, visit www.centaurihs.com. Role Overview: The Client Services Manager (CSM) manages the client lifecycle from post-sale, through the implementation phase, and on an ongoing basis throughout the client contract period(s). The CSM is highly focused on the success and satisfaction / experience of each client within his/her assigned panel of clients, with the goal of retaining clients who will serve as positive references and growing our business with them. The CSM is also responsible for managing and providing leadership internally across departments to ensure contractual obligations are met, client objectives are achieved and Centauri’s value to the client is demonstrated. The role involves developing and implementing strategies to build trusted client relationships and open communication channels; leveraging business and industry knowledge and expertise to be considered a reliable advisor and business partner; monitoring, analyzing and interpreting leading indicators and performance trends; proactively exploring opportunities to achieve / exceed goals and maximize results; overseeing the internal efforts to deliver on client commitments with excellence.

Requirements

5-7+ Years of Experience Related to Managed Care, Health Plans, Government Programs, and/or Client Management
Bachelor’s Degree
Proven client services experience at the executive level, delivering client-focused solutions
Proven abilities in successfully executing complex projects on-time and within budget
Ability to work cross-functionally to deliver superior results
Ability to listen effectively to client needs and influence business outcomes
Ability to establish immediate credibility with clients; think strategically and analytically while seeking innovative solutions to complex technical and business problems
Demonstrated ability to credibly communicate, present and influence effectively at all levels of the organization
Proven ability to manage multiple priorities while paying strict attention to detail
Thrive in a “time sensitive” environment and adaptable to change without compromising quality of work
Effective negotiating skills while reaching amicable resolutions
Sharp analytical, technical, problem-solving, and decision-making skills

Responsibilities

Manages Client Relationships and Satisfaction
Responsible for nurturing and advancing business relationships with key personnel, including executive and C-suite level contacts.
Assumes responsibility as needed and appropriate for client relationships as it relates to day-to-day partnership needs and near-term planning.
Serves as an official interface between Centauri and the client, and ensures timely, company-wide responsiveness to client needs.
Influences internal teams and oversees company efforts around client delivery.
Manages Implementations, Expansions and Special Projects with Client and Internal Departments
Manages all new and expansion client implementations and coordinates efforts with internal leadership to implement new products and services.
Oversees all implementation functions to ensure accurate and timely implementation of products and services to each client.
Creates and manages implementation project plans.
Leads multiple teams tasked with implementation deliverables including but not limited to internal and external leadership, technical support teams and compliance and security teams
Reports to internal/external stakeholders on key milestones relative to meeting project deadlines
Manages escalations or issues as needed
Manages Performance Against Client and Internal Objectives
Aligns internal and client objectives / goals / expectations; manages internal efforts to successfully achieve goals and client expectations.
Initiates, leads and / or participates in client implementation, planning, status, and/or working meetings either on site, virtually via web-conferencing or telephonically.
Identifies and solves problems, reviews and monitors performance while identifying possible project enhancements / opportunities with the client.
Engages appropriate internal operational and IT leadership to collaboratively resolve identified issues and advocates for the clients’ position, concerns and /or needs.
Responsible for the oversight, monitoring and reporting of all service level metrics and requirements to the client and internal stakeholders.
Manages the creation, review and interpretation of ad hoc, monthly client performance reports and quarterly financial reports.
Manages the multi-departmental process related to client invoice generation, analysis and reconciliation to ensure compliance with contract payment terms and to resolve invoicing discrepancies.
Manages Client Engagement and Adoption of Products and Services, and Demonstrates Exceptional Value
Maintains a current, comprehensive understanding of features and benefits for all divisionalservices and solutions.
Engages in consultative education / discussions which may broaden the scope of service offerings.
Evaluates and responds to market dynamics (legislative changes, technology developments, competition) and their impact on clients.
Engages in a consultative solutions approach in responding to client issues and / or concerns.
Remains active in appropriate trade industry associations, including representation at trade shows as appropriate.
Works with business development and/or strategic account management team(s) to identify and introduce new services / solutions to clients as appropriate in response to client business requirements.
Oversees client contracts with the objective of managing to contractual obligations and service level agreements.
Collaborates with clients and internal teams to initiate, develop and implement product and/or service enhancements.
Other duties as assigned

Benefits

We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals.
We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities.
This position is bonus eligible in accordance with the terms of the Company’s plan.
Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

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