The Client Engagement Manager is responsible for managing assigned customer accounts, across all Managed Care Services (“MCS”) product lines, including Silent PPO Recovery, Retrospective Appeals, Underpayment Recovery and Lost Charge Recovery or Accounts Receivable Services. With assistance from MCS Management, or ARS Management this position coordinates all client activities over the engagement lifecycle, starting with implementation and continuing through regular progress updates. The Client Engagement Manager collaborates with the Senior MCS/ARS and Sales teams to develop and implement client specific strategies for communication, resolution of open internal/external items and maximization of current and future revenue, including the identification of cross-sell opportunities.
Communication- Provide Monthly or weekly client updates. Work with Operations team to ensure report package is finalized and acceptable to clients.
Work with operations team on open issues log or any client related issue or problem until resolution.
Provide any necessary client or internal training on databases etc..after go live.
Work with Operations on process updates, workflow, keep QRG and internal documents updated throughout the life of the project.
Essential Duties & Responsibilities:
Manage and control client obligations, maintaining a high level of customer satisfaction after client is implemented
Work with MCS/ARS Management to develop and implement specific client communication plans, inclusive of content, timelines and communication vehicle, to ensure that clients are provided with regular, proactive and high quality engagement updates
Schedule and attend regular client meetings or conference calls to discuss current status and reports
Develop agendas and other presentation materials, create meeting summaries and generate meeting deliverables, with MCS/ARS Management involvement
Assist ARS management with the roll out of any process update/rollout initiatives
Assist ARS Operations with resolution on open client issues
Manage and control client obligations, maintaining a high level of customer satisfaction
Identify cross-sell opportunities within the assigned client base
Primary contact for internal departments on client issues and open requests for all live AR clients
Primary point of contact with assigned live MCS/ARS clients
Maintain and assist with connectivity for MedAssets Operations and vendors
Responsible for entering and maintaining internal databases for all client related information
Minimum Knowledge, Competencies & Qualifications:
College degree required
2-4 years previous work experience
Healthcare experience/knowledge preferred
Excellent communications and organization skills
Ability to manage multiple ongoing projects
Project Management experience preferred
Strong Analytical skills
Ability to perform data analysis
Strong computer skills, including Microsoft Office suite
Proficient in Microsoft Excel and PowerPoint
Excellent oral and written communication skills.
Moderate travel is required approximately 25% Travel.
MedAssets is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.
MedAssets, Inc. - 18 months ago
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