Customer Program Manager

We are seeking a passionate and experienced Customer Program Manager to join our team and play a crucial role in ensuring our customers achieve long-term success with Edifecs products.

The ideal candidate will be well-versed in all aspects of value-based payment (VBP) contracting business workflows and should be able to support the expansion of the Edifecs VBP platform in alignment with the company’s strategy and goals.

What you will do:
 

• Leverage your technical expertise in all Value Based Payment (VBP) areas to provide valuable insights and support to customers in this critical area.
• Develop, implement, and complete tactical project plans related to customer issue resolution, quality improvement plans, and program enhancements.
• Be Voice of the Customer (VoC) role helping Edifecs stay aligned with evolving customer expectations, improve loyalty, and drive growth.
• Implement a closed-loop feedback process, where customers are informed about how their feedback is used to make improvements.
• Partner with Account and Product Management on Customer Health, NPS, Executive Business Reviews (EBRs), Expansion, and Renewals by hitting assigned metrics.
• Act as the customer's advocate in internal discussions, ensuring customer feedback informs product roadmaps, service improvements, and business strategies.
• Utilize your operational knowledge to recognize revenue and audit regulations to ensure accurate and compliant business practices.
• Provide education and expertise to a customer to help guide customers towards success with better known guardrails or compliance suggestions.
• Responsible for communicating customer enhancement requests via a feedback loop to the Product Management team.
• Ensure all contracted deliverables are provided according to the contract, on time, and meet and exceed customer expectations.

What you will bring:

• Bachelor's degree in Business or other related program or equivalent experience
• 5 years of relevant experience working with customers
• Knowledge of value-based payments, provider contract language, healthcare utilization, US state and federal guidelines
• Understanding of the Medicare Advantage, Medicaid, ACA lines of business in a Payer organization
• Experience working with a value-based care strategy and implementation with payers or providers
• Fluent in Software as a Service (SaaS) distribution models
• Experience in healthcare or related field
• Solid organizational skills, including attention to detail and multi-tasking abilities
• Strong working knowledge of Microsoft Office, Freshdesk, and Jira
• Experience (certification is a plus) with project management and knowledge of standard methodologies like Agile, Waterfall

 Note: The expected base pay range for this position is $95,939 - $131,916 per year. Base pay offered may vary depending on location, job-related knowledge, education, and experience. We are pleased to offer our associates a comprehensive well-being plan.  Our offerings include medical, dental, vision, life, and disability insurance, a 401(k)-retirement savings plan including an Edifecs matching contribution, and up to 25 days of PTO and 10 holidays per year.  More information on these and additional well-being offerings can be found here.
 

About Edifecs

Edifecs is a premier technology company in the U.S. Healthcare market with solutions focused on interoperability, workflows, risk adjustment, value-based care payments, and analytics. Edifecs solutions are used by leading healthcare entities including, payers, providers, employers, third-party administrators, and government agencies. With innovative technology and solutions, Edifecs helps its customers by optimizing the secure exchange and processing of administrative and clinical data, reducing the cost of complying with regulations, and automating workflows involved in multiple core processes within the healthcare ecosystem. Edifecs is a frontrunner in providing solutions for B2B data exchange, streamlining key workflows in areas such as enrollment, risk adjustment, and alternative payment models. With the advent of FHIR and new regulatory guidance from HHS, Edifecs has emerged as a leader in easing the effort associated with achieving compliance with new federal rules and in making the healthcare consumer the primary stakeholder. Edifecs solutions are offered in both On-Premise and SaaS models. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, an engineering center in Moldova, and has more than 700 employees.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or another legally protected status.

Edifecs will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job.  Please contact careers@edifecs.com for more information.

Edifecs Confidential and Proprietary  Edifecs Inc.

#LI-AD1