Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today’s healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.
Veradigm Payer
Veradigm understands that managed care organizations, pharmacy benefit managers (PBMs), insurance companies, health plans, and other payers need to balance controlling costs with the goal of providing the highest quality of care and optimizing health outcomes for their members.
Solutions from Veradigm Payers:
- Deliver insights to drive quality outcomes cost-effectively
- Improve efficiency for themselves, their providers, and their members through high-speed clinical data exchange
- Impact point-of-care decision making positively by integrating payer guidance and prior authorization management directly in each healthcare provider’s existing workflow
***This is a remote based role***
Job Summary:
The Expert Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The Expert CSM seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the Expert CSM partners with our clients and internal Veradigm stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations. The Expert CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Veradigm solutions footprint.
What you will contribute:
- Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services
- Leads complex collaborations of client and Veradigm (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plans
- Maintains internal client updates using Client Health Dashboards and/or required reporting mechanisms
- Creates/maintains complex client facing executive dashboard for monthly operational review
- Facilitates Strategic Roadmap Planning for complex current and future projects - aligning Veradigm solution releases with client strategic priorities
- Ensures oversight, visibility, and tactical coordination of complex Veradigm Services Initiatives
- Ensures client regulatory preparedness as it relates to Veradigm solutions
- Delivers client communications on potential business-impacting items, including Industry/Veradigm news, release plans, planned outages, and Major Incidences
- Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
- Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans
- Identifies and grows reference accounts, including sharing client success stories and outcomes improvements
- Participates actively in client Quarterly Business Reviews (QBRs)
- Provides advanced consultative insights into the client growth plan
- Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
- Facilitates complex discussions on the resolution of non-disputed A/R issues where Veradigm finance is unable to make forward progress using normal processes
- Drives client prioritization with escalated issues in support
- Mentors/provides guidance to less experienced Client Success Managers
The ideal candidate will have:
- Bachelor's degree or equivalent technical / business experience
- 7+ years' experience in client relationship management and issue resolution
- Exposure to healthcare risk adjustment programs - CMS, Commerical, Medicare, Medicaid
- Previous experience working for a health plan
- Strong project management and communication skills
- Strong analytical and problem-solving skills
- The ability to communicate complex concepts across all levels of an organization
Enhancing Lives and Building Careers
Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?
Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.
We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.
Visa Sponsorship is not offered for this position.
At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans
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What We Do
Veradigm is an integrated data systems and services company that combines data-driven clinical insights with actionable tools to help healthcare stakeholders improve the quality, efficiency, and value of healthcare delivery—these stakeholders include biopharma, health plans, healthcare providers, network partners, and most importantly, the patients they serve.
We build solutions that are designed to help healthcare stakeholders to improve patient lives through data driven insights. We are dedicated to simplifying the complicated healthcare system with next-generation technology and solutions, transforming healthcare from the point-of-patient care to everyday life. As a result, Veradigm attracts leaders in healthcare, technology, and innovation, seeking to work with us to deliver insights and solutions to the benefit the healthcare ecosystem with the objective being to improve healthcare quality while lowering the cost of healthcare.
Veradigm is an organization comprised of passionate and energetic people whose everyday focus is on helping all healthcare stakeholders drive the best care possible for healthier communities. We believe diversity is the foundation of innovation, and we are dedicated to fostering an inclusive environment that supports the talents of all people
