Client Services Manager (FWA)

This role serves as the primary point of contact for clients, focusing on delivering the highest level of service for Cotiviti’s Fraud, Waste, and Abuse (FWA) products. The Client Services Manager acts as both an internal and external liaison, triaging, managing, monitoring, and supporting client-related activities.

Responsibilities

• Assist clients in succeeding with Cotiviti by understanding their needs and unique business situations, identifying solutions, and proactively addressing potential issues to ensure success.
• Serve as the account manager and trusted adviser for client operational contacts, building relationships to identify needs and implement solutions.
• Manage the operational implementation and execution of FWA programs by collaborating with health plan operations managers.
• Coordinate and manage joint meetings with clients and internal staff, including scheduling, facilitation, agenda preparation, logistics, and travel arrangements.
• Organize and manage client-related internal meetings, including scheduling, facilitation, material preparation, and tracking meeting minutes/action items.
• Record, distribute, and follow up on meeting minutes and action items to ensure timely completion.
• Maintain accurate, up-to-date client documentation in the library.
• Coordinate internal and external aspects of initiatives and joint projects to meet Cotiviti and client objectives, ensuring progress toward goals.
• Identify, analyze, and develop action plans to address operational performance issues and optimize program performance.
• Analyze monthly results and draft performance summaries, providing insights on trends and the status of initiatives.
• Identify client education needs and develop and deliver training programs for implementing and active clients.
• Log all client inquiries and requests in the appropriate application.
• Act as the subject matter expert for all FWA-related activities and collaborate with operational teams on open action items.
• Develop solutions for invoicing challenges.
• Participate in strategic initiatives for the business.

Requirements

• Bachelor’s Degree (or higher) preferred.
• 5+ years of healthcare experience, including operations experience, particularly in healthcare consulting.
• 5+ years of industry knowledge related to FWA programs and requirements.
• 2+ years of project or team management experience, including meeting facilitation and follow-through on deliverables.
• 2+ years of client relationship management experience, interacting with various roles and levels.

Skills

• Strong client relationship skills with the ability to develop professional relationships across multiple roles and levels.
• Project management skills, including strong organizational and planning abilities.
• Results-driven with a focus on high-quality, error-free service and deliverables.
• Understanding of healthcare FWA investigations.
• Strong presentation skills and ability to interact at the executive level with clients and within Cotiviti.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work within a matrix organization.
• Professional handling of confidential information.
• Ability to work independently and in a team environment.
• Strong multitasking, prioritization, and deadline management skills.
• Excellent written and verbal communication skills, including public speaking.

Job Demands

• Travel requirement up to 10%.
• After-hours and/or weekend work may be required for major deliverables or deadlines.
• Flexibility to participate in an international organization’s work processes, including conference calls across global time zones.
• Ability to work in a fast-paced environment, organize, plan, prioritize, and meet deadlines while producing high-quality deliverables.
• Effective analytical and problem-solving skills, along with financial acumen.
• Ability to collaborate with on-site and remote cross-functional teams and customers.
• Must provide a dedicated, secure work area with high-speed internet access and office setup.
• Prolonged periods of sitting or standing, with repetitive motions involving wrists, hands, and/or fingers.

Pay

Base compensation ranges from $82,000 to $111,000 per year. Specific offers are determined by factors such as experience, education, skills, certifications, and business needs.

Benefits

• 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 level and length of service.

Schedule

This is a remote role that can be located anywhere in the continental U.S.