Inovalon

Senior Client Service Manager

US-MD-Bowie
Requisition ID
2017-7360
Category (Portal Searching)
Client Services

Overview

Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action.

 

 

The Senior Manager, Client Services leads client-facing account and relationship management and serves as the internal Inovalon expert on the complex client organization, operations, key personnel, and use of Inovalon’s products and services. The Senior Manager, Client Services plays a critical role in building Inovalon's capabilities to drive increasing value delivery and stronger partnerships with clients and manages client services teams. The Senior Manager, Client Services has many externally client-facing and internal responsibilities. Fulfilling these responsibilities is accomplished through personal client engagement, direct supervision, and management across matrix organizations.

Responsibilities

  • Own the end to end relationship for assigned client(s) and drive to create highly delighted client(s);
  • Create and maintain account plans covering account and relationship management, value and service delivery, and Inovalon services growth for assigned clients;
  • Become a trusted advisor to assigned clients to facilitate client education regarding current Inovalon products and processes;
  • Be the internal Inovalon expert on the client organization, operations, key personnel, perceived satisfaction, and use of Inovalon’s products and services;
  • Become a knowledgeable resource and provide client education regarding current products and the corresponding value proposition and delivered results;
  • Maintain strategic and operational knowledge of client contracts. Provide operational interpretation of contract to Inovalon teams. Ensure documentation for contract changes, manage contract milestones, and expiration. Partner with Business Development and Product teams in pursuit of renewals;
  • Partner with and provide information to Inovalon Business Development useful in the cultivating client relationships, identifying opportunities, and executing cross and up-sell efforts;
  • Directly supervise or personally engage in manage planning for, and actively participate in delivery of face-to-face client meetings. Ensure appropriate completion of corresponding action items;
  • Recommend improvements in the nature and extent of client interaction and experience;
  • Develop and maintain in-depth product knowledge and expertise regarding all Inovalon products, services, and delivery processes to drive success of assigned Virtual Team(s) and clients;
  • Provide coaching and mentoring to Virtual Team Members to develop organizational capabilities and capacity;
  • Build constructive relationships across the Inovalon organization;
  • Involve resources as needed (data analytics, operations, SMEs, etc.) to ensure accurate and timely deliverables. Effectively employ escalation and prioritization of resources;
  • Coordinate participation from other Inovalon teams for client meetings and calls;
  • Meet established minimum certification criteria (as applicable) for product knowledge to effectively partner with clients and minimize demand on Inovalon SMEs;
  • Provide support and direction to Virtual Team members to ensure client responses are delivered pursuant to Inovalon quality standards and effectively utilize Inovalon resources;
  • Responsible for day to day communication with assigned client(s), including resolution of client questions/issues and deliverables management and final “reasonability” review before release;  
  • Set team operating daily standards to ensure process effectiveness documentation, process, and key client performance metrics are met;
  • Manage daily workflow of coordinators or analysts by providing day to day guidance, training, and performance management and coaching;
  • Provide communication to all key stakeholders and recommend improvements to senior leadership;
  • Manage escalations from client and Virtual Team members to ensure that Inovalon performs an appropriate evaluation of the issue, and drive a balanced response that will contribute to the client(s) perception of value;
  • Drive escalations from client and Virtual Team members to ensure that Inovalon performs an appropriate evaluation of the issue, and drive a balanced response that will contribute to the client(s) perception of value;
  • Establish and manage priorities in case of competing resources; and
  • Working with cross-functional teams, proactively engage in appropriate dialog to ensure document and/or authorization changes that will impact operating results are managed to mutual benefit to Inovalon and the client (i.e. DNC list, Exclusion list, Intervention adjustments, etc). 

 

  

Qualifications

  • Bachelor’s degree or equivalent experience in a related field required;
  • MBA or equivalent experience highly desired;
  • 10+ years of directly relevant combined experience in managing highly complex, large, professional business to business relationships Professional services, consulting experience a plus Healthcare industry experience a plus, especially health plan operations;
  • Minimum 4 years in client relationship/account management experience and managing a client services team, preferably in healthcare industry;
  • Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
  • Aptitude to understand healthcare industry and IT solutions based on analytics;
  • Robust problem solving skills and strong communication and interpersonal skills;
  • Program/project management skills and experience; PM certification a plus;
  • Demonstrated ability to capture, understand, manage, and resolve questions and issues; and
  • Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.

 

Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

 

 

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