Lead, Client Operations

Summary

Join Signify Health as a Client Operations Lead and significantly impact client satisfaction and member experience. You will oversee a team of analysts, providing direct client support and handling day-to-day tasks. This fully remote role (with occasional travel) requires strong leadership, communication, and client management skills within the healthcare industry. Responsibilities include operational program management, client meeting preparation, issue prioritization, and project management of invoicing and claims. The ideal candidate possesses 3-5 years of relevant experience and a strong understanding of health plan operations. Signify Health offers a competitive salary, comprehensive benefits, and professional development opportunities.

Requirements

• 3-5 years of successful client-facing experience in account management, working for or directly with health plans in the Medicare, Medicaid and Commercial space
• Basic knowledge of health plan operations related to Medicare, Medicaid and Commercial membership
• Knowledge of government programs risk adjustment (knowledge of CMS Medicare Stars program a plus)
• Conflict management skills
• Familiarity with invoicing and claims
• Astute in reviewing and organizing data in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)
• Ability to clearly articulate via verbal and written communication
• Confidence in communicating with leadership at all organizational levels
• Meticulous self-starter with a proven track record of working independently in a remote, fast-paced environment
• Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed
• Confidence to seek clarification when encountering unfamiliar situations

Responsibilities

• Operational program management for 6-7 client accounts
• Prepare agendas for weekly client meetings and lead operational discussions with professionalism and expertise
• In partnership with Client Success Executives and Regional Client Operations Leads, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet
• Partner with Senior Account Management Leaders and Regional Leadership to maintain client priorities
• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction
• Prioritize client issues to maximize business success balanced with client and member satisfaction
• Project management of invoicing and claims
• Client marketing materials, data, reporting and member issue resolution escalation
• Report out on Regional updates to Executive team members
• Lead new client and program implementations
• Drive program and process improvement and ensure knowledge transfer to the team
• Build and maintain strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication
• Complete client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives
• Ad-hoc reporting
• Quality assurance for reports and deliverables; report manipulation based on client requirements
• Ticket submission and tracking for client requests directly related to the success of the program
• Print and digital mail material management and prepping for distribution
• Design, lead and monitor training for new Analysts
• Oversight of team’s deliverables
• Complete Analyst tasks for assigned clients or for coverage of Analysts on their team

Preferred Qualifications

• Bachelor’s degree
• Background in leading and managing a team

Benefits

• Full range of medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Education assistance
• Free development courses
• Paid time off programs
• Paid holidays
• CVS store discount
• Discount programs with participating partners
• Remote work