Client Account Manager

Description

Payspan is a leading FinTech firm focused on healthcare payment processing with accounts receivable, accounts payable and specialized healthcare claim payment services for health insurers, providers and consumers. Payspan’s software as a service and transaction processing platforms in 2019 processed $100B in transactions and 480M in claims while serving over 600 health plans, 1.3M providers, and 350k members. Payspan’s platforms process electronic funds transfers, checks, credit cards, debit cards, virtual cards and enhanced ACH in compliance with SOC1, SOC2, PCIDSS, EHNAC and HITRUST compliance frameworks.

A private equity-backed firm, Payspan invests heavily in people, process and technology in pursuit of our mission to simplify healthcare payments through creation of innovative proprietary platforms that deliver services for the billing, payment, communication, and cost-reduction needs of our customers.

Client Account Manager

The Client Account Manager is a Payspan employee fully dedicated to and located on site at the offices of Payspan’s customer, Payer Client Company, in St Louis, Missouri. The Client Account Manager serves as liaison and trusted advisor between Client Company Corporate, Client Company decentralized health plan stakeholders and Payspan’s cross-functional internal teams to ensure the timely and successful delivery of Payspan services according to Client Company’s needs as defined in service agreements, statements of work and regulatory requirements and as amplified by ongoing interactions with Client Company.

Essential Duties and Responsibilities:

• Liaise between Payer and cross-functional internal teams to ensure the timely and successful delivery of Payspan solutions according to customer needs and objectives.
• Manage and develop account to initiate and maintain favorable relationship with Payer and individual health plan contacts at all levels
• Ensure Payer’s operational needs are met
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders; prepare reports and other documentation as needed
• Forecast and track key account metrics
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Enhance department and Payspan’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Monitor and analyze Payer’s usage of Payspan’s products and services; Ensure Payer is finding continuous value in Payspan’s products and services
• Be knowledgeable of all projects and initiatives within Payer’s relationships, working to carry out client goals while meeting Payspan goals
• Coordinate with other Payspan employees working on the same account to ensure consistent service
• Identify potential in account by studying current business; interviewing key customer personnel and company personnel who have worked with customer; identifying and evaluating additional needs; analyzing opportunities.
• Attends regular meetings onsite with Payer and is knowledgeable of key processes and procedures.
• Monitor issues and inquiries from Payer and/or the Plans to identify additional training opportunities and/or process improvements.
• Serve as a key contributor to and participant in Quarterly Business Reviews chaired by the Payspan Client Success Strategist
• Serve as subject matter expert on Payspan and its interactive processes between Payer and Provider customers to enhance Plan and Provider relationships
• Assist with planning activities and manage communication and initiatives as needed.
• Recommend, develop and submit policies and procedures to support the Client Company – Payspan relationship
• In partnership with Client Company and the Plans, coordinate and execute training delivery as needed including but not limited to the role that Payspan serves in the provider reimbursement processes, system functionality, provider experience, etc. This will be a shared responsibility, along with support from the Client Company Relationship Manager.
• 70% Execution focused – Projects, initiatives, etc.
• 30% Strategic focused – Long- term thinking and strategy on how The Client Company and Payspan can partner to make the Client Company even better.
• Other responsibilities as required.
• Travel up to 50%, currently anticipated to be primarily travel to Payspan for training during the first 6 months and travel to Client Company health plans thereafter

Knowledge, Skills and Abilities Required:

• A relentless focus on delivering results for the customer and Payspan and doing so as a trusted partner whose balance of initiative and tact builds a growing pool of Client Company stakeholders whose results and reputations have been improved by working with Payspan such that they see each “win” as a good reason to pursue more.
• Humility. Be the leader who owns any failures and gives credit to others for the wins. Understanding root causes and addressing them is also important.
• Exceptional leadership skills proven effective in a highly matrixed environment with at times unclear and/or changing responsibilities and roles of stakeholders and/or contributors
• Experience earning the respect of customers, especially in the context of a highly successful, fast growing client, such that earning that respect is a prerequisite to gaining decisions and access to resources that help you deliver more results for the client
• Exceptional ability to creatively solve problems, particularly those related to creating functioning teams, maintaining resource commitments until projects are completed, knowing how to use escalation appropriately and resolving project challenges in a timely manner, particularly in an environment of extraordinarily client high workloads and competing objectives.
• Strong interpersonal skills
• Ability to work independently while effectively integrating the input of other experts as appropriate for non-routine requests
• Exceptional relationship-building skills, aptitude for fostering positive relationships
• Strong planning/organizational skills
• Excellent verbal and written communications skills
• Demonstrated ability to communicate, educate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Solid contextual understanding of health plan administrative process operations, with primary focus on provider payments, though good understanding of adjacent processes including provider engagement or claim adjudication would also be helpful
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Flexible, self-motivated and able to thrive in a fast-paced environment
• Excellent critical thinking, strategic thinking and problem-solving skills
• Assertiveness and diplomacy
• Emotional intelligence
• Proficient in all Microsoft Office programs including, but not limited to MS Word, MS Excel, MS Outlook, Power Point and Visio
• Experience with Salesforce and JIRA is strongly preferred
• Experience in Financial Services and/or Software as a Service a plus

Requirements

•  A Bachelor’s Degree from a four-year university is required
• Minimum of 15 years work experience
• Minimum 5 years’ experience in Health Plan operations working as an account manager, engagement manager, relationship manager or similar role in consultative client service

Payspan, Inc. is an Equal Opportunity Employer. Employment at Payspan is based upon your individual merit and qualifications. We don’t discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, marital status, protected veteran status or disability, genetic characteristic, or any other characteristic protected by applicable federal, state, or local law. We will also make all reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.