Client Service Associate (Healthcare)

Overview

Cotiviti Healthcare is a leading provider of payment accuracy services to the most recognized companies in the healthcare and retail industries. We are seeking innovative thinkers and creative problem solvers who are interested in making a contribution to improving healthcare and want to be part of a team that is expanding rapidly and providing opportunities for career growth. If you want to make a difference and contribute to the improvement of healthcare payment integrity, consider an opportunity to join our healthcare recovery team as a Client Service Associate.

The Client Services Associate is a member of the Client Services Team, which aligns and supports the greater business unit solutions of Data Mining (DM), Coordination of Benefits (COB) and Yield Management (YM). The CSA role ensures adequate support for the client-facing teams supporting designated Payment Accuracy solutions. This role will also assist with a variety of operational-related activities in support of achieving expected client deliverables. In addition, the CSA must be familiar with the day-to-day activities of the Client Services Manager (CSM), internal team partnerships, and possess a general understanding of supported Payment Accuracy solutions and the value delivered to Cotiviti clients.

Responsibilities

• This role works under direct supervision and completes assignments as communicated by Leadership.
• Excels in collaboration with the Client Services Managers (CSM) and internal operations partners to adhere to necessary expectations as assigned.
• Review daily inquiries and requests received by clients to filter and distribute internally to help ensure appropriate action is taken. Track to ensure timely client follow-up.
• Apply deductive reasoning to understand and comprehend the deliverables and requests of the client.
• Maintains client system access requests and changes. Helps ensure Cotiviti teams are adhering to client system access requirements.
• Tracks client compliance course requirements and helps ensure adherence to requirements by applicable Cotiviti teams.
• Ongoing support and maintenance of Client Services documentation requirements.
• Researches and examines ad-hoc client questions to draft an accurate response.
• Actively participates in team meetings and other relevant meetings.
• Communicates effectively both verbally and in writing with various members of the Client Services team as well as other internal partners.
• Ensures confidentiality and security of all data, adhering to all HIPAA (Health Insurance Portability and Accountability) laws and requirements. Demonstrates the skills, knowledge, and ability to ensure that our environment is a safe one, complying with industry standards.
• Demonstrates understanding of Cotiviti policies & procedures, and external regulatory requirements and performs duties in accordance with such regulatory requirements.

Qualifications

• B.S., B.A, in business or healthcare-related field, or equivalent experience preferred.
• One to two years in a prior client support role preferred.
• One to two years US Healthcare industry experience preferred.
• At least 1+ year Cotiviti experience is recommended for individuals seeking their next opportunity internally. (Example: Audit/Yield Support, Revenue Cycle Specialist, Payment Accuracy Specialist, Subrogation Specialist, etc.)
• Proficient with Microsoft Office Suite (Word, Excel, Power Point).
• Must have a high focus on attention to detail and accuracy.
• Ability to learn and quickly absorb new material.
• Professional with the ability to properly handle confidential information.
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize, and meet deadlines.
• Excellent written and verbal communication skills.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate time zones throughout the US and certain global time zones.
• Understands and embodies Cotiviti Core Values, Strategic Pillars, and Operational Disciplines to achieve successful performance in completing assigned responsibilities and interactions with the Organization both internally and externally.

Mental Requirements

• Accuracy in Client Accounts: Whether handling contracts, billing, or service delivery, ensuring that all client-related details are accurate is vital. Errors in billing, contracts, or service execution can lead to dissatisfaction and damage relationships.
• Client Documentation: Maintaining accurate records of client interactions, service issues, and feedback is essential for tracking progress and ensuring that future interactions are informed and productive.
• Empathy: The ability to understand and share the feelings of clients is crucial. Empathetic managers can effectively respond to clients’ emotional cues and build strong, trusting relationships. This is particularly important when clients are frustrated or experiencing issues with services.
• Stress Management: Managing relationships with clients can sometimes be stressful, especially whendealing with demanding clients or difficult situations. The ability to remain calm, composed, and professional under pressure is essential.
• Building Long-Term Relationships: Developing and nurturing long-term relationships with clients requires the ability to think strategically about how to improve and evolve the client experience over time.
• Understanding Business Goals: Client Service Associates need to understand both the client’s and the company’s business goals. They need to align services with these goals to deliver value, and ensure that both the client and company see the benefits of the relationship.

Working Conditions and Physical Requirements:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• No adverse environmental conditions expected.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.

Base compensation ranges from $20.50 to $24.50 per hour. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for discretionary bonus consideration.

Nonexempt employees are eligible to receive overtime pay for hours worked in excess of 40 hours in a given week, or as otherwise required by applicable state law.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Date of posting: 4/16/2025Applications are assessed on a rolling basis. We anticipate that the application window will close on 5/16/2025 if a qualified candidate is selected.