Client Service Delivery Partner - Operations Analyst - EviCore

Client Service Delivery Partner - Operations Analyst

The Client Service Delivery Partner represents and manages all areas of operational service as it relates to the successful administration of assigned Tier 2 plans.

The CSDP will be the primary EviCore contact for all operational services for the client related to authorizations, claim processing, customer service, eligibility, appeals, and other operational activities.

These primary functions include customizing service delivery to meet the client's needs, researching service inquiries, and negotiating with partners and customers, both internal and external, to resolve service issues and requests.

The CSDP will proactively review service activities, monitor ongoing processes, and develop service plans for continuous improvement.

RESPONSIBILITIES

Client Relationships / Service


* Owns service relationship with Tier 2 Clients.

Builds strong relationships with the client, proactively identifying the needs of the client and satisfying issues in a timely and cost effective manner.

May meet with clients in person to enhance the overall service relationship.


* Collaborates to develop case-level service strategy and manages service issues as it relates to overall plan administration; uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes.


* Facilitates engagement between subject matter experts within EviCore to execute overall service strategy for client.

Manages issues through and owns resolution.


* Partners and collaborates with IT Liaisons on technology-related issues and requests.


* Builds and sustain client relationships to enhance EviCore's reputation in the health services industry.



* Partners with the Client Management teams in the development of client specific service strategies and service touch-points with the client.


* Analyzes data/trends and responsible for presenting results to the client and other internal teams as needed.

Provides routine updates to Client Management team related to at-risk service issues.



* Attends client meetings related to the implementation of new and renewing clients as needed.

QUALIFICATIONS


* Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree required or equivalent work experience.


* 3 or more years work experience in operations, account management/account services, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution.

Ability to establish matrix partner relationships and follow through on expectations.


* Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.


* Demonstrated strength and understanding of client expectations and sense of urgency resulting in the ability to influ...