Overview

The SVP, Client Engagement leads the relationship between Cotiviti and our clients and prospects.  This role 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.

Responsibilities

• Develop, foster, and maintain relationships with customer accounts:
• Liaison between company 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.
• Ensure effective communication with clients regarding new edits and system issues and upgrades.  Communicate any client needs/ideas for future development to meet client’s requirements and expectations.
• Review client data to manage and monitor edit savings and identify potential problems with overrides, revenue or invoicing.
• Enter and maintain assigned customer records in the Customer Relationship Management (CRM) database as required. Ensure consistent use of CRM within Account Management.
• 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 EVP, 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 maintaining department budgets and financial forecasts to support corporate and finance initiatives.
• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction. 
• 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.

Qualifications

• B.S. or M.B.A. in Business Administration or allied 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.
• Ten (10) years’ experience preferred 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.  At least five (5) years’ experience in managing and directing a department.  Ability to establish and monitor a department budget.  Demonstrated ability to maintain high level of ethics.
• 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.
• Experience establishing professional relationships at all levels of key client organizations, including C-level executives, vice presidents and department managers. 
• Ability to understand client’s strategic objectives and assist clients in positioning Cotiviti 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 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.

Working Conditions and Physical Requirements:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• No adverse environmental conditions expected.

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