Professional Services Manager
About The Position
The Professional Services Manager is a client-facing member of Inovalon’s Professional Services team who leads complex engagements for health plan and risk-bearing customers. The role supports customer goals across Quality/HEDIS, CMS Stars, and/or Risk Adjustment programs by translating customer needs, workflows, and regulatory challenges into practical plans that improve adoption, utilization, satisfaction, and time to value. The manager oversees multiple concurrent engagements across Inovalon’s payer product portfolio, serving as the primary client-facing contact for relevant program activities. The role assesses customer goals and operational needs, advises customers on effective use of Inovalon solutions and services, manages issues and risks, and delivers education, documentation, and presentations to technical and business audiences. The manager also partners with sales, implementation, customer success, and other internal teams to support adoption, retention, expansion, and positive outcomes. The role requires keeping current with healthcare regulations, market practices, and Inovalon solutions; interpreting customer, product, and program information; and working collaboratively and proactively in a fast-paced environment with ambiguity. It is primarily computer-based and may be performed remotely, in a hybrid arrangement, or in an office. Some travel may be required. For US-based positions listed as remote, employees living within 40 miles of the Tampa, FL; Canonsburg, PA; or Bowie, MD offices are expected to work onsite Tuesdays and Wednesdays each week.
Requirements
- At least 5 years of health plan Quality/HEDIS, CMS Stars, and/or Risk Adjustment program delivery experience.
- Bachelor’s degree required, preferably in healthcare, information systems, computer science, statistics, analytics, or a related field, or an equivalent combination of education and experience.
- Ability to work effectively with internal or external stakeholders, with strong communication, relationship-building, and issue-management skills.
- Ability to understand customer goals, workflows, and needs in complex healthcare and regulatory environments and translate them into clear recommendations and actionable next steps.
- Excellent written, verbal, and presentation skills, including the ability to adapt communication for different audiences.
- Strong knowledge of healthcare data, including familiarity with healthcare billing, reimbursement, and related payer data concepts.
- Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities and drive issues toward resolution.
- Knowledge of Microsoft Office tools, including Access, Excel, Word, and Outlook.
- Open and curious mindset, with willingness to continuously build expertise in payer programs, regulations, and Inovalon solutions as business needs evolve.
- Ability to influence and collaborate effectively with customers and cross-functional partners, build trust through sound judgment, and work constructively through differing perspectives.
- Ability to adapt quickly to changing customer priorities, evolving regulations, and ambiguity while remaining focused on delivery and results.
- Ability to generate practical ideas to improve customer adoption, engagement execution, and solution utilization in complex healthcare environments.
- Ability to interpret customer, product, and program information to identify patterns, assess risks, and support evidence-based decisions and recommendations.
- Applicants for US-based positions must be authorized to work in the United States; the position is not eligible for immigration sponsorship.
Nice To Haves
- Previous experience in a directly customer-facing role.
- Previous experience in professional services or consulting, preferably focused on payer customers.
- Snowflake and/or SQL experience.
- Previous experience with Inovalon solutions.
Responsibilities
- Manage multiple concurrent professional services engagements across Inovalon’s payer product portfolio, delivering against customer goals, timelines, and expected business outcomes.
- Serve as the primary client-facing contact for Quality/HEDIS, CMS Stars, and/or Risk Adjustment activities within assigned engagements.
- Assess customer program goals, workflows, business needs, and operational challenges, and guide customers in applying Inovalon solutions and services effectively.
- Identify, track, and resolve issues, risks, and dependencies by engaging internal partners and managing customer expectations throughout the engagement lifecycle.
- Build and maintain expertise in industry regulations, market practices, and Inovalon solutions related to Quality/HEDIS, CMS Stars, and Risk Adjustment.
- Deliver customer education, best-practice guidance, written documentation, and presentations explaining healthcare, regulatory, product, operational, and data concepts to technical and business audiences.
- Partner with sales, implementation, customer success, and other internal teams to support customer adoption, retention, expansion, and overall outcomes.
- Apply sound judgment, accountability, and collaboration in customer engagements and cross-functional partnerships.
- Analyze complex information, organize competing priorities, and work proactively and independently in a fast-paced environment with ambiguity.
- Maintain compliance with Inovalon policies, procedures, and mission statement.
- Adhere to confidentiality and HIPAA requirements for data handled and services rendered.
- Fulfill other responsibilities or duties reasonably provided by Inovalon to support operational and financial success.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
