Client Liaison

Accountabilities: Act as the primary client contact and trusted advisor for operational representatives, building strong relationships and identifying opportunities to expand services and improve solutions. Collaborate with the Client Success Team to develop client account strategies and lead their tactical execution. Promote platform and product adoption, accelerating client value through effective communication, organization, and project management. Identify and communicate cross-product growth opportunities across the healthcare payment integrity platform. Coordinate the operational implementation and execution of client payment policy decisions with teams across Operations, Product, Appeals, Production, and Technical functions. Organize and facilitate internal and joint client meetings, including scheduling, agenda preparation, presentation materials, meeting logistics, minutes, and action-item tracking. Document meeting outcomes and follow up with stakeholders to ensure deliverables are completed accurately and on time. Maintain accurate, current client records and supporting materials in the designated client documentation library. Manage internal and external aspects of client initiatives and joint projects, including product or program rollouts and platform enhancements, ensuring objectives and timelines are met. Monitor product and program performance, including Concept and Sentinel metrics, and analyze monthly reports to identify trends and opportunities. Conduct root cause analyses of data anomalies, hit-rate performance, and unintended operational outcomes, including claims adjustments, false positives, and payment leakage. Develop and execute action plans to address interface-related issues, operational inconsistencies, and performance concerns. Support client testing activities to ensure successful implementation of operational changes and product-related initiatives. Maintain escalation plans and monitor file-processing activity and product-scoring statistics to minimize missed recovery opportunities. Coordinate production reporting, identify performance trends and anomalies, and provide actionable insights and recommendations. Identify client training needs and develop and deliver education programs for both new and existing clients. Manage client inquiries by ensuring they are accurately documented in the appropriate applications, correctly routed, and resolved within expected timelines. Understand client needs and intent, triage requests to the appropriate internal teams, and monitor resolution. Contribute operational subject matter expertise to department-wide and company-wide payment integrity initiatives. Complete additional projects and responsibilities as assigned. Requirements Bachelor's degree or higher preferred, or equivalent relevant professional experience. 4+ years of healthcare experience, with strong knowledge of health plan operations and the healthcare claims lifecycle. 4+ years of experience in client relationship management or consulting, ideally within healthcare and involving stakeholders at multiple organizational levels. 4+ years of project or team management experience, including meeting facilitation, coordination, and follow-through on deliverables. Knowledge of Centers for Medicare & Medicaid Services (CMS) guidelines, regulatory compliance requirements, and medical payment policies. Strong proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint. Excellent written and verbal communication skills, with strong interpersonal abilities. Effective presentation skills; experience developing and delivering training sessions is an advantage. Demonstrated ability to build and maintain trusted professional relationships with clients across different roles and seniority levels. Strong organizational and project management capabilities, with the ability to coordinate multiple initiatives and manage competing priorities. Analytical and problem-solving skills, including the ability to interpret performance reports, investigate anomalies, and develop practical solutions. Self-motivated and able to work independently while contributing effectively within collaborative, cross-functional, or matrixed teams. Ability to manage client expectations, coordinate stakeholders, and maintain accountability for timely outcomes. Willingness to travel up to 10% as required. Preferred Qualifications Professional coding certification, such as CPC, CPC-A, CCA, CCS, CCS-P, RHIT, or RHIA. Certification is advantageous but not required. Previous experience with healthcare payment integrity solutions or claims analytics platforms. Familiarity with Concept-based payment integrity programs, Sentinel performance reporting, or comparable SaaS claims platforms. Benefits Annual salary range of $110,000–$125,000, based on experience, skills, certifications, and other relevant qualifications. Medical, dental, and vision insurance. Flexible Spending Account (FSA) and Health Savings Account (HSA) options. 401(k) retirement plan with company matching contributions. Tuition reimbursement. Additional health and wellness benefits and perks. Fully remote work, with the flexibility to work from anywhere in the United States. Flexible, supportive, and trusting work environment that encourages autonomy and high-quality performance.