VP Client Engagement

About the role

The VP, Client Engagement is responsible for developing and executing growth, renewal, and retention strategies for top-tier customers. They coordinate and maintain transparent relationships with clients, serving as their advocate and managing issues effectively.

Responsibilities

• Develop, foster, and maintain relationships with customer accounts.
• Liaison between company and client or prospect.
• Serve as the client’s advocate, monitoring and supporting all activity and managing problem resolution.
• Manage, track, and close all client issues.
• Ensure effective communication with clients regarding new edits and system issues and upgrades.
• Communicate 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.
• Travel to clients and prospective clients to manage client relationships and optimize use of core service offerings.
• Monitor client needs and actively solicit requests for additional services and improvements to current services.
• Resolve issues quickly and creatively to ensure customer satisfaction.
• Interact with operations and marketing/sales to communicate notable client trends.
• Present strategic recommendations and ensure on-going customer satisfaction.
• Work closely with sales, operations, and management to support sales opportunities.
• Report weekly to SVP, Client Engagement on client satisfaction levels, new client issues, unresolved client matters, and customer requested needs.
• Aid in various marketing efforts, including attending tradeshows/conferences, participating in webinars, and responding to RFPs.

Qualifications

• B.S. or M.B.A. in Business Administration or a related degree.
• Strong working knowledge of health insurance industry business operations.
• Proven experience in growing and developing businesses in the healthcare information and analytics space.
• Strategic planning, operations, marketing, product management, and business planning experience.
• Between 10-15 years of experience in the healthcare industry.
• Strong presentation skills, customer problem diagnostics and solution design, tactical scheduling, strong contract knowledge, and HIPAA compliance.
• Demonstrated ability to maintain high ethical standards.
• Excellent communicator and leader with results-oriented and diplomatically assertive traits.
• Ability to synthesize and utilize data, mentor staff, and build teams.
• Professional relationships at all levels of key client organizations, including C-level executives, vice presidents, and department managers.
• Knowledge of healthcare claims payment policy and processing, claims editing, and fraud detection.
• Prior experience in supporting or working with software programs and client systems.
• Strong customer engagement skills with the ability to establish and maintain multi-level customer relationships.
• Willingness/availability to travel 40% as required.
• Strong interpersonal skills.
• Ability to anticipate, identify, and resolve simple to complex problems.
• Proactive individual with strong troubleshooting skills.
• Strong written and oral communication skills.
• Demonstrated ability to multitask in a fast-paced environment.
• Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, and Outlook.

Benefits

Cotiviti offers a competitive benefits package including medical, dental, vision, disability, life insurance, 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 more information about our benefits package, please refer to our Careers page.