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Client Success Specialist / Government Program Services

Summary

The Client Success Specialist for Government Program Services serves a key role in direct support of business clients requiring regulated document production electronic and mailed distribution. This includes scoping business requirements and deliverables, managing resources, time, and cost for all aspects of project completion for internal and external facing projects. The key requirements of this position include domain knowledge in specific regulation spaces and excellent communication skills.

This role interacts directly with clients including Medicare-Medicaid payers, pharmacy benefit management companies (PBMs) and allied service providers and with county and municipal entities. The role also interfaces with technical and production service delivery departments including project management office, devops, product management, printing, mail inserting, assembly, and fulfillment operations.

Products and services in scope on “day 1” include: Explanation of Benefit claims data processing, document rendering, printing and fulfillment for Medicare Part C and D claims; similar services for Medicare Part D Transition of Care and other types of letters, medication therapy management communication letters, annual notice of change document setup and fulfillment, ID card rendering and fulfillment, tax bill rendering and fulfillment, others.

Essential Functions / Key Accountabilities

• Manage multiple concurrent client projects
• Experience in gathering, compiling, validating business requirements with clients
• Create or analyze business requirements documents and project timelines
• Manage traceability back to business requirements
• Drive project execution, communicate with management and stakeholders, protecting teams from uncontrolled work by ensuring all changes are managed and approved
• Leads team effort in relentless improvement, define and implement improvement stories to increase the velocity and quality of the program
• Implement and support project management principles, rules and processes
• Identify and eliminate project impediments and facilitate flow of work
• Facilitates preparation and readiness for planning and demonstration sessions
• Guides team in time estimating practices and facilitates team estimates with input from other teams
• Presents high-level project readouts for senior management
• Coordinate activities with other teams
• Coordinates with Operations, Development, and Release Management when necessary
• Facilitate team progress toward achieving defined goals and objectives
• Facilitates frequent status update cycles including written and virtual presentations; clients are in multiple US time zones
• Identify project risks and develop mitigation and contingency plans (RAID Log)
• Gather feedback from end-users to continuously improve the template development
• Implement best practices and tools for project execution and
• Subject Matter Expert on system capabilities, setup and configuration (Previon will train on platforms)

Other Responsibilities

• Maintain an elevated level of accountability, recognizing the high-profile nature and security sensitivity of the Operations Department
• Provide project management coordination for annual plan year model document update and change management cycle with client PBMs and payers
• Adhere to the published duties as contained in the Company’s Policy and Compliance documentation
• Continuously adhere to all company policies
• Assist other teams as needed
• Excellent time management and ability to complete work under tight deadlines
• Requires Management of cross functional team members on a project basis, often as indirect reports

Knowledge, Skills and Abilities

• A growth mindset, demonstrating a desire to learn and be challenged
• A positive attitude and can adapt to changes
• Strong work ethic and detail orientation
• Centers for Medicare and Medicaid Services (CMS) enrollee communications projects
• Annual plan year model document updates, changes, management
• General awareness of Medicare Communications and Marketing Guidelines (MCMG) and HIPAA requirements
• Experience in directing projects involving printed and mailed communications
• Minimum of 5 years demonstrable experience in pertinent functional areas
• Familiarity with various methods of project management and system analysis
• Mastery of documentation authorship and refinement using tools MS Word, Visio, PowerPoint
• Understanding of flowcharting methods and techniques
• General understanding of various SDLC and Agile practices to anticipate devops team needs
• Passionate commitment to delivering products on time
• Comfortable with presenting project status readouts to various audiences