Professional Services Manager

Overview: Inovalon’s Professional Service team has a significant influence on how customers implement, adopt and utilize our SaaS solutions. For our Health Plan and Risk-bearing partners, partnering with Inovalon’s Professional Services team will accelerate time to value, elevate utilization of the product and increase overall satisfaction with Inovalon’s products.

The Professional Services Manager is responsible for the execution and management of complex engagements designed to drive business outcomes for Inovalon’s Payer Business Unit Customers. This is a client facing position accountable for supporting customers through the delivery of Professional Services offerings, including consulting services, delivering Quality and Risk Adjustment best practices within a consultative or managed service framework.

Duties and Responsibilities:

• Comprehensively manage concurrent customer Professional Service engagements across the company’s Payer product portfolio
• Act as client-facing point of contact for all Quality/STARS/Risk related activities within assigned client engagements

• Act as trusted advisor to customers to understand their Quality and/or Risk Adjustment program goals, business drivers and help design, execute and monitor Professional Services to support customer outcomes

• Actively manage outstanding issues and drive issues to resolution while effectively managing client expectations
• Develop and maintain an industry and regulatory expertise from a Quality and Risk Adjustment perspective; author and advise the creation of industry thought capital
• Identify (and close) growth opportunities based on client needs, and partner with sales, implementation and customer success teams to ensure positive customer experience

• Establish a strong leadership shadow that reinforces the Inovalon values
• Demonstrate effective and clear written and verbal communication skills, specifically the ability to speak to technical customers, including the drafting of high-quality, written documentation and presentations for internal and external communications
• Deploy strong analytical and organization skills; have an ability to work independently and proactively, be accepting of ambiguity in a fast-paced environment
• Maintain compliance with Inovalon’s policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Job Requirements:

• Minimum of 5 years of health plan Quality, CMS STARS or Risk Adjustment program delivery experience
• Minimum of 3 years’ experience working in customer-facing roles, either internal or external, with strong interaction, consultative skills and ownership for developing and deepening relationships, driving customer satisfaction and issue management
• Previous experience working in professional services or consulting, preferably with a focus on payer customers preferred
• Ability to identify customer needs in complex regulatory environments and successfully execute on solution delivery, issue resolution, retention, adoption and expansion strategies
• Excellent communication and presentation skills; with the ability to adapt communication style depending on audience (customers / internal partners / Leadership)
• Deep knowledge of health care data, billing practices and reimbursement models;
• Takes a proactive approach towards executing on numerous tasks and priorities simultaneously while also managing client relationships and expectations;
• Detail-oriented and the ability to work in a fast-paced environment;
• Tableau, SnowFlake and/or SQL experience a plus;
• Knowledge of and familiarity with Microsoft Office tools, including Access, Excel, Word, and Outlook;
• Previous experience with Inovalon tools a plus.

Education:

• Bachelor’s degree is required (degree in health care, information systems, computer science, statistics, analytics or a related field of study is preferred).

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.