The Senior Client Experience Manager is the operational owner of all service issues across their assigned segment of business. Acts as the key point of contact for assigned health plans and high profile provider clients. Facilitates Health Plan meetings to address escalated issues, to update on new items, and to come to resolutions. Is a consultative resource for clients on eviCore programs and products. Tracks client issues that require research/investigation & coordination to reach resolutions. Collaborates with internal resources to resolve client issues. Uses data and facts to identify and solve a range of problems for assigned health plans. Delivers effective and time sensitive verbal and written communications to internal and external audiences.
Assesses the needs of our providers and defines and implements necessary changes to our provider services/management processes and approaches to most effectively and efficiently meet those needs.
Partners with internal groups to ensure effective and efficient end-to-end problem-solving and provider delivery processes and accountabilities.
Track and trend key provider issues that require research/investigation, escalation, or matrix partner coordination to reach resolution
Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues
Provides solutions to improve overall services that focus on the value proposition
Understand provider business needs, participate in solution development and effectively communicate solutions to ensure provider satisfaction
Delivers effective verbal and written communications appropriate to internal and external audiences
Engage providers or other customers with training and communications related to new programs
Minimum Experience Required
2 years' experience in a health care service or account management capacity.
Professional aptitude to solve problems, answer questions and apply information based on current circumstances with ability to search beyond initial results
Strong analytical skills to perform effective troubleshooting.
Ability to communicate in a highly professional and effective manner
Ability to handle multiple tasks simultaneously, working independently and as part of a team in a collaborative manner
Ability to insure efficient coordination with all relevant entities.
Exceptional attention to detail and work product validation
Strong organization and time management capacity to balance multiple project priorities with limited supervision
Ability to handle confidential information on a daily basis in a professional manner
Ability to travel up to 25% or as necessary for client retention
Our Company and What We Offer
eviCore healthcare is committed to making a positive impact on healthcare, and also making a positive impact on our employees. eviCore offers a variety of perks and benefits including, but not limited to:
Flexible scheduling and work/life balance with remote and work from home opportunities
3 weeks of PTO(starting) per year plus paid holidays
Education assistance, tuition reimbursement and professional certifications
Health, dental, vision, and life benefits with employer funded HSA