Director Client Success, Payer - Remote
: Job Details :

Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.

Veradigm Payer

Veradigm understands that managed care organizations, pharmacy benefit managers (PBMs), insurance companies, health plans, and other payers need to balance controlling costs with the goal of providing the highest quality of care and optimizing health outcomes for their members.

Director, Client SuccessJob Summary

The Director of Client Success will take a leadership role in ensuring client satisfaction and engagement by directing the Customer Engagement and Provider Engagement teams and collaborating with internal departments to ensure internal processes are best serving the needs of the customer. The Director of Client Success will have full accountability for ensuring customer success. The primary responsibility is to provide strategic vision for the department and lead the customer engagement team. The Director of Client Success will also maintain regular and consistent contact with clients; assist in troubleshooting client issues and ensuring superior client service. This role is crucial in that it is the primary face of Payer post sales.

What You Will Contribute

• Provide leadership to the Customer Engagement Team by creating an open, collaborative environment and setting clear expectations of how the Payer Customer Engagement Team will structure customer relationships.
• Build strong relationships across internal functions (product, support, implementations) to identify opportunities to improve the customer experience.
• Foster an open, collaborative relationship with clients through clear communication and delivering on commitments.
• Ensure the team is facilitating regular touch points and following up on client concerns or requests.
• Assisting in the growth and development of functional roles within the customer and provider engagement teams.
• Analyzing client performance and working to develop recommendations to improve outcomes.
• Keeping track of high priority issues and driving timely issue resolution including working with internal support teams to clearly define customer concerns.
• Identifying industry trends that may impact the client's business and ensure they are aware of these potential business impacting events.
• Partnering with the Customer Engagement Team to define and deliver monthly and quarterly account reviews to evaluate performance and guide strategic direction of the relationship.
• Serving as the internal voice of the customer and influencing product roadmap, development priorities and strategic initiatives.
• To undertake additional duties as required by the company.

Experience

• Proven and demonstrable experience in successful client relationship management and issue resolution.
• Knowledge of the Medicare Risk Adjustment, Commercial Risk Adjustment Programs, Medicaid Risk Adjustment and intervention strategies is preferred.
• Previous experience working for a health plan or running an intervention program for risk adjustment is desired.
• Demonstrated understanding of the full cycle of risk adjustment data inputs, outputs and payment methodologies across multiple government programs, provider groups and health plans.
• Clinical knowledge, medical record coding, RADV mitigation and quality experience is a plus.
• Superior project management and communication skills are required.
• The ability to communicate complex concepts across all levels of an organization is necessary.
• Proven and demonstrable experience in successful client relationship management and issue resolution.
• The successful candidate will have an aptitude for and an interest in analytical process and problem solving.
• The ability to communicate complex concepts across all levels of an organization and experience interacting with C-Suite is necessary.

Travel Requirements

• Up to 15% travel for internal meetings and/or client engagements.

Compliance

Job responsibilities include fostering the Company's compliance with all applicable laws and regulations, adherence to the Code of Conduct and Compliance Program requirements, policies and procedures. Compliance is everyone's responsibility.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?

Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.

We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Veradigm's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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