Note: The job is a remote job and is open to candidates in USA. Cotiviti is a company focused on healthcare analytics, and they are seeking an AVP of Account Management for their Government Services division. The role involves developing growth strategies, managing client relationships, and ensuring customer satisfaction through effective communication and problem resolution.
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
- Responsible for overall client relationship management and internal coordination to achieve customer satisfaction for existing client contract(s). Provide client support for established elements of customer satisfaction
- Develop and maintain account management plans
- Meet regularly with client (weekly, monthly, quarterly) to assess account status and progress, client needs and feedback, address issue resolution, and discuss enhancements or account growth opportunities
- Ensure effective communication with clients regarding new audits, edits, system issues and upgrades. Communicate any client needs/ideas for future development to meet client’s requirements and expectations
- Review client reporting to manage, monitor, and identify potential problems
- Develop and oversee routine client reporting, including but not limited to Quarterly Business Reviews (QBR’s), weekly status reports and steering committee updates for GOV customer base
- 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 Senior Leadership 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
- Experience with hiring, developing, coaching, leading and retaining 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
- 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 in the annual performance review and/or goal setting
- Complete all special projects and other duties as assigned
- Must be able to perform duties with or without reasonable accommodation
Skills
- 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
- Fifteen (15) years' experience required 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
- 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
- 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 up to 15%, 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
- Problem-solving and thinking critically
- Completing tasks independently
- Making timely decisions in the context of a workflow
- Maintaining focus
- Assessing the accuracy, neatness and thoroughness of the work assigned
- Master's degree preferred (or desired)
Benefits
- Commission
- Medical, dental, vision, disability, and life insurance coverage
- 401(k) savings plans
- Paid family leave
- 9 paid holidays per year
- 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti
Company Overview