VP Senior Client Engagement Lead

Cotiviti

14d • $160,000 - $200,000 • Remote

About The Position

The focus of the VP, Senior Client Engagement Lead is to develop and execute against broad relationship, growth, renewal and retention strategies on their customers within the top customer tier. The VP, Senior Client Engagement Lead is accountable for the coordination and transparency needed to drive a successful, multi-pronged growth and retention strategy as well as a multi-level relationship engagement across the customer leadership team. The VP, Senior Client Engagement Lead is accountable for cross-product strategy coordination as well as development and execution against a broad relationship map to drive deep relationships across their customer organizations.

Requirements

• B.S. or M.B.A. in Business Administration or related degree is required. Strong working knowledge of health insurance industry business operations is required. Senior executive with proven experience in growing and developing business in the health care information and analytics space with strong competencies in strategic planning, operations, marketing, product management, and business planning.
• Must have at least 15 years of experience in the health care industry with strong presentation skills, customer (internal/external) problem diagnostics and solution design, tactical scheduling, strong contract knowledge, and HIPAA compliance related to company’s Business Associate classification. Demonstrated ability to maintain high level of ethics.
• If a Cotiviti employee, must have been in current role for a minimum of 2 years with proven track record of successful performance.
• Excellent communicator and leader who is results-oriented and diplomatically assertive. Requires ability to synthesize and utilize data, mentor staff, and be a successful team builder.
• Establish professional relationships at all levels of key client organization, including C-level executives, vice presidents and department managers. Understand client’s strategic objectives and assist client in positioning Cotiviti's products into their long terms goals.
• Demonstrable knowledge of healthcare claims payment policy and processing, claims editing and fraud detection, with demonstrated technical proficiency for in-depth review of data and identifying issues and opportunities to enhance efficiencies and savings.
• General understanding of databases structures, database management and data manipulation and analysis with prior experience in supporting or working with software programs and client systems (i.e. coding and billing systems, adjudication systems, etc.).
• Strong customer engagement skills required with ability to establish and maintain multi-level customer relationships key to fully understanding client goals.
• Willingness/availability to travel as required.
• Strong interpersonal skills required. Able to anticipate, identify and resolve simple to complex problems. Proactive individual with strong troubleshooting skills. Strong written and oral communication skills required. Demonstrated ability to multitask in a fast-paced environment.
• Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, Outlook.

Responsibilities

• Develop, foster, and maintain broad relationships with customer accounts:
• Liaison between company leadership and client or prospect. Serves as the client’s/ prospect’s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary. Responsible for managing, tracking, and closing all client issues.
• Manages customers in the Top 40 category as defined by revenue, product mix, market position and strategic elements.
• Ensure effective communication with clients regarding all critical product and optimization program elements. Communicate any client needs/ideas for future development to meet client’s requirements and expectations.
• Review ongoing client data to manage and monitor edit savings and identify potential problems with overrides, revenue, alignment with budget or invoicing.
• Maintain critical customer data in the Customer Relationship Management (CRM) database as required.
• Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings. This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively.
• Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements and attitudes.
• Synthesize and articulate key findings as appropriate for operations, sales, finance, and product development and executive audiences using sound financial and market analysis. Proactively present strategic recommendations.
• Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support.
• Report weekly to SVP, Client Services on overall client satisfaction levels, new client issues, unresolved client matters and customer requested needs
• Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars and responding to RFPs.
• Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives.
• Complete all responsibilities as outlined on annual Performance Plan.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Benefits

• Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees