Client Success Executive - National Accounts
We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.
The Client Success Executive will work with Centivo’s functional experts, 3rd party vendors and sales to support the ongoing delivery of Centivo health plan products and services for our clients and their members to deliver on business objectives. Act as primary point of contact for clients post-implementation and will be responsible for all levels of strategic and tactical support on behalf of Centivo to ensure high levels of satisfaction and retention of clients and their members.
Responsibilities Include:
Serve as the key day-to-day contact for clients overseeing all aspects of the health plan solution and TPA services for clients – including (but not limited to) member engagement and customer service, claims processing, PBM, provider network arrangements, and employer analytics & reporting.
Ensuring a new client’s seamless transition from implementation to ongoing account management
Interacting with brokers/consultants to oversee and resolve issues for clients, successfully growing client relationships in your portfolio through increased benefits participation, increased rates of selection by members, and expansion into additional geographic markets where applicable
Building and maintaining strong personal relationships across the client organization, including HR and Finance through formal and informal communication and engagement.
Lead the renewal process, which includes preparing and delivering reports on Centivo performance and health and claims data & analytics to your clients and presentation of design and product enhancements.
Identifying, tracking, and resolving issues raised by the client by coordinating resolution with Centivo team members and 3rd party partners
Collaborating on the enhancement of Centivo’s client implementation and client success (account management) methodologies and making recommendations for ongoing process improvement
Participating in sales meetings to represent the voice of client success and team that prospective clients would be working with
Qualifications:
Required Skills and Abilities:
Prioritize and organize own work to meet deadlines
Strong customer service skills
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:
Bachelor's degree or equivalent experience is required
5+ years of health plan experience, including with self-funded accounts
3+ years Client Success (Account Management) experience in employer-sponsored benefits
Work Location:
This position is fully remote.
Centivo Values:
Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.
Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.
Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.
Who we are:
Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.
Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.
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Join the team at Centivo as a Client Success Executive - National Accounts, where you’ll play a crucial role in the journey toward transforming healthcare into an affordable, high-quality experience for all. Based in Buffalo but fully remote, this position allows you to put your skills to work as the main point of contact for our clients after implementation. In this role, you'll collaborate with our internal experts and third-party vendors to deliver exceptional support, ensuring that our clients and their members are satisfied and engaged. You'll oversee various aspects of our health plan solutions, managing everything from member engagement to claims processing, while also performing strategic analytics and reporting. By fostering strong relationships with clients, you’ll help them navigate their healthcare experience and address their unique needs. Your responsibilities will include guiding clients smoothly from onboarding to sustained satisfaction, engaging with brokers to tackle any issues that arise, and leading the renewal process with insightful presentations about plan performance. Your organizational skills and customer service abilities will be essential in identifying and resolving client concerns while collaborating on method improvements. At Centivo, we value resilience, positivity, and an uncommon approach to healthcare, and we’re excited to welcome someone who shares our commitment to building a better system for our clients. If you’re ready to make a real difference in the healthcare space, we’d love to hear from you!
Centivo is a health plan administrator that connects self-funded employers and employees with healthcare. Centivo offers a large network, claims processing, and population health management to employers.
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