Professional Services Manager (HEDIS & Risk)

Work Location: This position is designated as remote. However, employees who reside within a 40-mile radius of one of our office locations in Tampa, FL; Canonsburg, PA; or Bowie, MD will follow a hybrid work schedule and are expected to work in the office two days per week (Tuesdays and Wednesdays).

Overview:

Inovalon’s Professional Service team has a significant influence on how customers implement, adopt and utilize our SaaS solutions. For our health plan and risk-bearing partners, working with Inovalon’s Professional Services team will accelerate time to value, increase effective utilization of our products, and improve overall customer outcomes and satisfaction with Inovalon’s products.

The Professional Services Manager is responsible for the execution and management of complex engagements designed to drive business outcomes for Inovalon’s Payer Business Unit Customers. This is a client-facing position that combines healthcare subject-matter expertise with strong communication, analytical, and relationship-management skills. The Professional Services Manager works with customers to understand their Quality/HEDIS, CMS Stars, and/or Risk Adjustment goals, workflows, and challenges and helps translate those needs into effective use of Inovalon solutions and services.

Duties and Responsibilities:

• Comprehensively manage concurrent customer Professional Service engagements across the company’s Payer product portfolio
• Act as client-facing point of contact for all Quality/HEDIS, CMS Stars, and/or Risk Adjustment activities within assigned client engagements
• Understand customer program goals, workflows, business needs, and challenges and help customers apply Inovalon solutions and services effectively in support of those objectives.
• Actively manage outstanding issues, risks, and dependencies; engage the appropriate internal partners; drive issues to resolution; and effectively manage customer expectations.
• Develop and maintain industry, regulatory, and solution expertise related to Quality/HEDIS, CMS Stars, and Risk Adjustment, and contribute to customer education, best-practice guidance, and industry thought leadership.
• Identify growth opportunities based on client needs, and partner with sales, implementation, customer success, and other internal partners to support positive customer outcomes, adoption, retention, and expansion.
• Demonstrate strong leadership, accountability, sound judgement, and collaboration in customer engagements and internal partnerships.
• Demonstrate effective written and verbal communication skills, specifically the ability to speak to technical customers, including the drafting of high-quality, written documentation and presentations for internal and external communications.
• Apply strong analytical and organization skills; work independently and proactively; manage numerous priorities simultaneously; and operate effectively in a fast-paced environment with ambiguity.
• Maintain compliance with Inovalon’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Job Requirements:

• Minimum of 5 years of health plan Quality/HEDIS, CMS Stars, and/or Risk Adjustment program delivery experience.
• Demonstrated experience working effectively with internal or external stakeholders, with strong communication, relationship-building, and issue-management skills. Previous experience in a directly customer-facing role is preferred.
• Previous experience working in professional services or consulting, preferably with a focus on payer customers, is preferred.
• Ability to understand customer goals, workflows, and needs within complex healthcare and regulatory environments and translate them into effective use of solutions and services, including clear recommendations and actionable next steps.
• Excellent written, verbal, and presentation skills, with the ability to communicate complex healthcare, regulatory, product, operational, and data concepts and adapt communication style based on the audience.
• Strong knowledge of healthcare data and familiarity with healthcare billing, reimbursement, and related payer data concepts.
• Proactive and organized, with the ability to independently manage multiple priorities, identify risks and dependencies, drive issues toward resolution, and work effectively in a fast-paced environment with ambiguity.
• Detail-oriented with strong analytical and problem-solving skills.
• Snowflake and/or SQL experience is a plus.
• Knowledge of and familiarity with Microsoft Office tools, including Access, Excel, Word, and Outlook.
• Previous experience with Inovalon solutions is a plus.

Education:

• Bachelor's degree is required (degree in health care, information systems, computer science, statistics, analytics or a related field of study is preferred).

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position may include internal team meetings, industry conferences, customer meetings, and other business needs and is generally not expected to exceed 10% annually.