Centivo is looking for a Client Success Coordinator Team Lead to join our team!

The Client Success Coordinator Team Lead will build a consistent, scalable and strategic approach to our client experience, while lending deep industry experience to the leadership of the sales operations.  Additionally, this role will work with Centivo’s functional experts, 3rd party vendors and sales to support the ongoing delivery of Centivo health plan products and services to delight clients and their members and deliver on business objectives.  You will be responsible for the ongoing development of the department while managing daily department activities, building and implementing policies, processes and procedures, ensuring adequate support and deepening of Centivo client relationships and all levels of strategic and tactical support on behalf of Centivo to ensure high levels of satisfaction and retention. 

Responsibilities Include:

Team Management-Development:

• Monitoring and managing the team’s assignments, including resource balancing
• Developing policies, processes and procedures to further improve the department’s services
• Defining staffing ratios and further define roles and responsibilities with the department
• Lead the development\management of Salesforce functionality and workflows to automate manual processes
• Ensure knowledge transfer and training is delivered, retained and reinforced
• Drive efficiencies through automation through established technology platforms (Salesforce)

Sales & Proposals:

• Work closely with sales and client success on sales/account strategy and delivery, including participating in meetings and contributing to the development of proposal and presentations as needed
• Ensure timely communication on operational changes or core product changes to ensure awareness and communication with sales and client success managers.

Implementation:

• Work with the Implementation Team and other departments to assist and best define the expectations in shepherding new and existing clients through the implementation and renewal process
• Collaborating on the enhancement of Centivo’s client implementation and account management methodologies and making recommendations for ongoing process improvement

Client & Member Satisfaction & Retention:

• Successfully building client relationships and satisfaction with Centivo as evidenced by client retention, increased rates of Partnership Plan selection by members, and expansion into additional geographic markets where applicable
• As needed, directly interacting with clients and brokers/consultants to oversee and resolve issues. Mentoring and guiding rest of Client Support team in their interactions.
• Building and maintaining strong personal relationships across the client organization, including HR and Finance through formal and informal communication and engagement.

Client & Member Service, Issue Resolution & Reporting:

• Overseeing all aspects of the Health plan solution for clients – including (but not limited to) member engagement and client service, claims processing, PBM, provider network arrangements, and employer analytics & reporting.
• Working with other departments (client success, sales, analytics, stop loss administration) to develop a repeatable, efficient process for standardizing reports on Centivo performance and health and claims data & analytics.
• Develop a process for and ensuring that issues raised by the client are identified, tracked and resolved.

Qualifications:

Required Skills and Abilities:

• Prioritize and organize work to meet deadlines
• Have strong organizational and time management skills, and can prioritize across multiple projects while managing workload
• Ability to take initiative and be self-motivated while exercising effective problem solving and appropriate decision-making
• Knowledge and understanding of healthcare/health-plan benefits and structure
• Knowledge of self-funded insurance, claims processing, and managing client inquiries
• Strong customer service skills
• Demonstrate an attention to detail and a commitment to delivering clear and precise work
• Assist and work in tandem with the Client Success Manager, to be client-orientated with a drive for quality service
• Demonstrated ability to meet performance goals, including accuracy and productivity
• Higher level Excel and PowerPoint
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand, as well as ability to understand and interpret complex information form others, including but not limited to reimbursement policy standards
• Strong interpersonal skills, establishing rapport and working well with others

Education and Experience:

• Associate’s degree
• Three (3) years of experience using healthcare claims system, Javelina preferred
• Regular interactions with account managers, sales team, underwriting, carriers, TPA’s, brokers, stop-loss carriers, and other applicable vendors and clients

Preferred Qualifications:

• Experience in self-funded claims operations
• Prior leadership experience
• Knowledge in Microsoft O365 products
• Experience in implementing workflow automations

Work Location:
Remote

Salary:
Our range for this role is $95,000 - $115,000. To determine our range, we consider as many of the following data points as are available to us: external market salary survey data, internal data in terms of comparable roles and our budget for the position. Compensation is both an art and a science (as is negotiating a salary for a new job at a new company!), so what we have posted is our good faith estimate of what we expect to pay. We encourage candidates to apply for positions that are of interest and share their desired salary. We consider that as an additional data point, along with candidate skills and qualifications as part of our process.

Leadership Skills & Behaviors:

• Strategic Thinking – Knack for sorting through clutter to find the best route, often by pulling up from the current complexity to identify patterns that guide future direction and allow one to narrow the options and articulate the options from which others can work backward.
• Business Acumen – A keenness and quickness in understanding and dealing with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.  Critical to this is an ability to think beyond their own function.
• Systems/Analytical Thinking – Demonstrates the ability to think fluidly and integrate information.  Able to anticipate non-linear and non-obvious relationships. Often includes an ability to think holistically/conceptually – very powerful when accompanied by ability to communicate & clarify tactically.
• Flexibility/Working through Ambiguity – Tendency to be energized by new experiences/perspectives that test assumptions and thinking.  Considers different points of view, sometimes with fragmented information, to arrive at practical, effective, actionable next steps.
• Communicate – Managers discuss the company’s vision and strategies, the department’s direction and goals, and in times of crisis, what we know and don’t know to make sure team members know what they need to know.
• Clarify – As managers, it’s up to us to clarify what good looks like. What do we expect? What do our clients, customers or colleagues need? If our teams are not performing as expected, managers must clarify expectations and ensure understanding.
• Coach – Managers provide recognition and feedback; help team members find solutions to challenges; amplify good and filter weaker aspects of organizational culture and the work as they coach employees in their day-to-day performance and their growth and career development.
• Connect – Managers help our teams see their collective purpose and how their work connects to the greater whole. We connect people within our company and network.
• Customize – As managers, we need to understand what makes each team member unique, and then customize, tailor and adapt how we support them.

Centivo Values:

• Empathy - We treat your problem as if it is our problem. Because it is. We are always glad to help because we care.
• Resourcefulness - If it needs to be done, we’ll figure it out and get it done, or make sure it gets done.
• Integrity - We do the right thing. Always. That includes placing people before profits.
• Possibility - We start with Yes.
• Reliability - We will always do what we say we will. You can count on us. Every single time.
• Teamwork & Collaboration – We treat each other with respect and listen, support and value each other’s opinions as we work toward our shared goals.