Lead, Client Operations

How will this role have an impact?

The Client Operations Lead maintains and improves our clients’ satisfaction and member experience. The Client Operations Lead works closely with and has the potential to lead a team of analysts who directly support our clients. The Lead is responsible for oversight of a team handling day-to-day tasks, as well as direct client support. The Lead is one of the contact points for key stakeholders, including the Data, Production, Consumer Experience, Member Experience and Client Success teams.

We are seeking a leader with the potential to lead a team of Analysts and successfully coach, manage performance and develop the team. This would also entail:
- Design, lead and monitor training for new Analysts
- Oversight of team’s deliverables
- Complete Analyst tasks for assigned clients or for coverage of Analysts on their team

Logistics: This role is fully remote with occasional travel to client and team onsites.

What will you do:

• Operational program management for 6-7 client accounts
• Prepare agendas for weekly client meetings and lead operational discussions with professionalism and expertise
• In partnership with Client Success Executives and Regional Client Operations Leads, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.
• Partner with Senior Account Management Leaders and Regional Leadership to maintain client priorities.
• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.
• Prioritize client issues to maximize business success balanced with client and member satisfaction.
• Project management of invoicing and claims
• Client marketing materials, data, reporting and member issue resolution escalation
• Report out on Regional updates to Executive team members
• Lead new client and program implementations.
• Drive program and process improvement and ensure knowledge transfer to the team
• Build and maintain strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication
• In this role you will lead a team that will have oversight for the following:

• • Complete client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives
  • Ad-hoc reporting
  • Quality assurance for reports and deliverables; report manipulation based on client requirements
  • Ticket submission and tracking for client requests directly related to the success of the program
  • Print and digital mail material management and prepping for distribution.

We are looking for someone with:

• Bachelor’s degree preferred but not required
• 3-5 years of successful client-facing experience in account management, working for or directly with health plans in the Medicare, Medicaid and Commercial space.
• Basic knowledge of health plan operations related to Medicare, Medicaid and Commercial membership
• Knowledge of government programs risk adjustment (knowledge of CMS Medicare Stars program a plus)
• Conflict management skills.
• Familiarity with invoicing and claims
• Astute in reviewing and organizing data in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)
• Ability to clearly articulate via verbal and written communication
• Confidence in communicating with leadership at all organizational levels
• Meticulous self-starter with a proven track record of working independently in a remote, fast-paced environment
• Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed
• Confidence to seek clarification when encountering unfamiliar situations
• Background in leading and managing a team preferred but not required

The base salary hiring range for this position is $64,500 to $110,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.