Client Services Manager – Healthcare Services

Overview

Client Services Manager – Healthcare Services, Fraud Waste and Abuse

CoventBridge Integrity Systems is a national leader in the fight against Fraud, Waste and Abuse (FWA), providing an array of key services that include FWA detection, investigations, clinical evaluation and education and SaaS to federal and state government agencies, commercial healthcare payers and other related entities.  

The Healthcare Client Service Manager acts as the main point of contact between healthcare clients, and CoventBridge. They are responsible for ensuring high levels of customer satisfaction by addressing client concerns, coordinating services and related contracting, timely submission of deliverables and managing efficient communications.

Duties include overseeing client accounts, including billing and accounts receivables, resolving client issues, and working with internal teams to improve service delivery. By maintaining strong relationships and ensuring smooth processes both internally and externally, they help CoventBridge provide effective and efficient results.

Responsibilities/ Requirements

 Responsibilities:

• Providing outstanding customer service to multiple national clients
• Potential to manage and train a staff of client services representatives
• Collaborating with the Sales and Marketing teams to attract new clients
• Create and maintain a client communication platform
• Coordinating with Operations and Sales on efficient new client implementations.
• Promote cross-departmental communication with accounting, information technology (IT) and marketing teams
• Tracking and analyzing client satisfaction and service metrics, such as net promoter score (NPS) and churn rate
• Developing and implementing client service strategies, such as surveys to assess success
• Providing regular and timely updates to clients on projects
• Delivering performance reports to management, including customer satisfaction scores
• Other responsibilities as assigned
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Requirements:

• Demonstrated ability to prepare, analyze, present complex business reviews to clients
• Equally effective both in-person and remote
• High level of empathy for the client
• Excellent interpersonal communication and negotiation skills (internal and external) coupled with a strong customer service orientation
• Proven long-term relationship building experience
• Demonstrated ability to use analytical and intuitive judgment and sound decision making
• Strong problem solving skills
• Ability to prepare high-quality reports and business correspondence
• Ability to deal effectively with a diverse team of individuals at all organizational levels
• Strong judgment with the ability to make timely and sound decisions
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

Educational/Experience Qualifications:

• Education: Minimum Bachelor's degree in business or communications preferred. Direct experience as a Client Services Manager in healthcare related field will be considered in lieu of education.
• Experience: 3 to 5 years of experience in Client Services with multiple national accounts.
• Experience in Healthcare payer operations, Medicare, Medicaid, ACA is preferred.

Benefits

• Medical, Dental, Vision plans
• Life, LTD and STD paid by the employer
• 401(k) with company match up to 4%
• Paid Time Off and company paid holidays
• Tuition assistance after 1 year of service

The salary range for this role is $85,000 to $110,000 annually. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.  

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

About Us:

CoventBridge Integrity Systems delivers investigative services, technology, and expertise that help healthcare and government organizations protect critical programs, strengthen oversight, and address fraud, waste, abuse, and operational risk.

CoventBridge Integrity Systems is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, caste, disability, veteran status, and other legally protected characteristics and maintains a drug-free workplace.

CoventBridge Integrity Systems is committed to the full inclusion of all qualified individuals. As part of this commitment, CoventBridge Integrity Systems will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact: Human Resources; 888-932-7364; humanresources@coventbridge.com.

UPIC