Senior Client Services Specialist, remote

at  Centauri Health Solutions

Centauri Health Solutions provides technology and technology-enabled services to payors and providers across all healthcare programs, including Medicare, Medicaid, Commercial and Exchange. In partnership with our clients, we improve the lives and health outcomes of the members and patients we touch through compassionate outreach, sophisticated analytics, clinical data exchange capabilities, and data-driven solutions. Our solutions directly address complex problems such as uncompensated care within health systems; appropriate, risk-adjusted revenue for specialized sub-populations; and improve access to and quality of care measurement. Headquartered in Scottsdale, Ariz., Centauri Health Solutions employs 1700 dedicated associates across the country. Centauri has made the prestigious Inc. 5000 list since 2019, as well as the 2020 Deloitte Technology Fast 500™ list of the fastest-growing companies in the U.S. For more information, visit www.centaurihs.com.

ROLE OVERVIEW:

Engages client senior leadership, their designees, staff, and respective departments to ensure benchmark service, client satisfaction and delivery excellence. Develops and maintains strong and productive relationships with client decision makers. Serves as a key business representative for strategic partnership growth. Coordinates and manages internal efforts with all appropriate departments to ensure fulfillment of client requests, contractual obligations, and team requirements.
Travel Requirements: Approximately 20-25%

ROLE RESPONSIBILITIES:

Engages in relationship building and client satisfaction

• Responsible for nurturing and advancing business relationship
• Assumes responsibility as needed and appropriate for client relationships as it relates to day-to-day partnership needs
• Serves as an official interface between Centauri and the client
• Interacts with client in a productive, cooperative manner
• Interacts with the client’s member-facing staff to maximize member and client satisfaction
• Builds and influences internal teams in achieving the highest customer service possible

Engages in Customer Objective Setting and Performance Management

• Works to ensure successful achievement of project goals and client expectations
• Initiates, conducts and / or participates in client meetings either on site, virtually via web-conferencing or telephonically
• Identifies and solves problems, engages in objective-setting, reviews and monitors performance while identify possible project enhancements with the client
• Identifies and engages appropriate internal operational leadership to resolve identified issues and acts as the client’s representative in problem solving and accountability
• Responsible for the monitoring and the reporting of all Service Level Metrics to the client
• Creates and presents in-service training and handouts for client engagement.
• Manages the creation and distribution of ad hoc, monthly client performance reports and quarterly financial reports
• Manages the client invoice process through analysis, distribution, and reconciliation to ensure compliance with contract payment terms and to resolve invoicing discrepancies

Engages in Consultative Relationship to Demonstrate and Deliver Exceptional Value

• Maintains current, comprehensive understanding of features and benefits for all divisional services and solutions
• Engages in consultative education / discussions which may broaden the scope of service offerings
• Evaluates and responds to market dynamics (legislative changes, technology developments, competition) and their impact on client hospitals/ health systems or health plans
• Engages in a consultative solutions approach in responding to client issues and / or concerns
• Remains active in appropriate trade industry associations, including representation at trade shows as appropriate. Works with Business Development Team to identify and introduce new services / solutions to health plans as appropriate in response to client business requirements. Oversee client contracts with the objective of securing renewals and additional business based on identifying a need or where appropriate
• Coordinates activities with clients to initiate, develop and implement service enhancements and improvements (e.g. EDI)

Responsible for Project Management with Client and Internal Operations:

• Serves as the Project Manager for all new client implementations
• Initiates the implementation of a new client and coordinates efforts with internal leadership to implement new services
• Oversees and supports all implementation functions to ensure accurate and timely implementation of services to each client
• Creates, coordinates, and manages Implementation Project Plan
• Leads multiple teams tasked with implementation deliverables including but not limited to internal and external leadership, technical support teams and compliance and security teams
• Reports to internal/external stakeholders on key milestones relative to meeting project deadlines
• Escalates milestone issues as needed

ROLE REQUIREMENTS:

• Advanced understanding and knowledge of services
• Advanced understanding of business systems technology
• Cross trained in multiple service lines/products
• Advanced Industry knowledge
• Advanced technical knowledge of data exchange/integrity processes.
• Project Management
• Excellent interpersonal skills
• Advanced skills in Windows and MS Office applications
• Advanced business systems reporting skills
• Excellent organizational skills
• Excellent customer service skills
• Excellent client relations skills
  We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals. We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities. This position is bonus eligible in accordance with the terms of the Company’s plan.
  Centauri currently maintains a policy that requires several in-person and hybrid office workers to be fully vaccinated. New employees in the mentioned categories may require proof of vaccination by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.
  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
  This position is bonus eligible in accordance with the terms of the Company’s plan