Professional Services Manager

3 weeks ago

Minneapolis, Minnesota, United States Inovalon Full time

Job Summary

Inovalon is seeking a highly skilled Professional Services Manager to join our team. As a key member of our Payer Business Unit, you will be responsible for the execution and management of complex engagements designed to drive business outcomes for our customers.

About the Role

The Professional Services Manager will act as a client-facing point of contact for all Quality/STARS/Risk related activities within assigned client engagements. You will work closely with 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.

Key Responsibilities

  • Comprehensively manage concurrent customer Professional Service engagements across the company's Payer product portfolio
  • Act as a 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

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 healthcare 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 healthcare, information systems, computer science, statistics, analytics, or a related field of study is preferred)

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
  • Travel for this position will include less than 5% locally usually for training purposes

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