Manager, Client Success - Claims, Experian Health - Remote

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. https://www.experian.com/healthcare/

You will report to the Client Success organization, which a team that partners with the relationship management organization to build trusting relationships with our Claims client base. You will focus on overall satisfaction for assigned clients for all implemented claims suite products, ensuring overall satisfaction and revenue protection through relationship management, client health monitoring and helping identify account expansion opportunities. The Manager will also contribute to the strategy of the claims Client Success Management team.

You'll have the opportunity to:

• Coach team members (Sales, Relationship Managers) through the appropriate processes to ensure they know who to go to/what to do to resolve client issues
• Review and Document Operational Workflows for our claims Client Success Management organization
• Identify areas to optimize product performance and work towards client-defined success metrics and work with product resource toward resolution and Return On Investment
• Build relationships with other Experian teams to act as a trusted advisor
• Coach claims Client Success Management team to convey client requirements to internal teams, advocating for clients and making their needs clear
• Provide feedback to Health stakeholders as input for improvements to standard sales and service processes and methodologies
• Lead by influence--work with Product Management, developers and other team members to affect what is needed to improve client satisfaction and loyalty
• Partner with teams to review usage in assigned client accounts and identify areas for improvement and increase likelihood of renewals
• Develop workflow expertise at client level addressing opportunities for improvement and lead effort to validate solutions
• Identify strategic process and product improvements that can be made to refine the team's efforts
• Maintain an air of "calm through the chaos" while juggling a variety of client issues at once and shepherding your partners to address them
• Work with Client Executives and Relationship Managers to identify clients who are at risk for product issues post go-live
• Coordinate the Experian health At Risk process for claims clients identified as "at risk"
• Manage a limited book of accounts to lead by example

• 3 years progressive experience in revenue cycle and healthcare people management experience
• Bachelor's degree
• 8 years progressive experience in revenue cycle and healthcare management
• Equivalent combination of education and experience may be considered
• 6 years Healthcare Revenue Cycle and claims system implementation experience, in Hospital and clinical setting
• Familiarity with the Experian Health claims suite of products and services
• Certification through a healthcare industry professional organization such as: NAHAM, HFMA, AAHAM

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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