Client Experience Manager, Payment Integrity

The Role

As part of the Client Experience team, you can shape how the business reports, understands and acts on our client results, requests and feedback. This position will focus on operational processes and procedures that improve client interactions and satisfaction, ensure timely issue resolution, and anticipate client needs to deliver value to our clients.

You will collaborate closely with operational and technical teams in addition to key business partners both internally and externally to optimize operational processes and streamline client interactions. The objective is to ensure the Client Experience team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies.

You will:

• Work with Client Experience Analysts to identify actionable insights from healthcare claims data and results
• Review all client-facing reporting for accuracy, including reports on: 
• Impacts of policy customizations or modifications 
• Claim impact for retroactive requests
• Comparing actual results to expected or projected results
• Trends by program, line of business, policy, providers, etc. 
• Communicate all actionable findings within the organization to Client Experience leadership, Client Success, and Go-to-Market to support client understanding of the data
• Become an expert on the Rialtic platform and application to support user onboarding and training:
• Support user onboarding including user account setup, management of access/permissions, and security
• Become an expert on the Rialtic Application to provide clients with hands-on training, for both new and existing users
• Introduce new functionality or capabilities within the Rialtic tool and receive product feedback for formal communication internally to our Product team 
• Act as primary contact for client inquiries, client support, and all key client deliverables
• Manage client inquiries and technical support processes by logging, tracking, triaging, and responding to all incoming requests
• Support policy review and implementation by making configuration changes within the Rialtic application and closely monitoring  policy decisions
• Facilitate and communicate conversations around invoices and SLAs
• Leverage internal monitoring to track client usage and user health on the Rialtic platform and products
• Work closely with Client Success to discuss how to improve all processes related to improving the experience of our clients

You have

• 5-7 years of leading operations and/or providing the client experience/success function in a previous role in healthcare, payment integrity experience required.
• Understanding of operations and reporting needs.  
• General understanding of a payer organization.
• Able to travel frequently; process-oriented versus relationship-focused like Client Success role.