Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 85 health plans, including many of the top 20, and representing more than 270 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We’re constantly reimagining what’s possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.
The Client Liaison (CL) is responsible for coordinating the cross-functional client team and driving plan achievement, revenue retention, and client satisfaction and growth across Machinify's Payment Integrity product suite. The CL serves as both internal and external client liaison, accountable for triaging, managing, monitoring, and supporting all client-related activity.
The CL builds and sustains client relationships, establishes Machinify's standing as a trusted partner, and ensures client success with the Machinify platform by understanding each client's needs and unique business situation, identifying solutions, and proactively surfacing potential issues that could impact Concept performance or program outcomes before they affect the client.
What You’ll Do:
This position is client-facing and requires a commitment to superior client service.
Trusted Advisor: Serves as the primary client contact and trusted advisor for client operational representatives; establishes and cultivates relationships with client contacts to identify needs that result in expanded opportunities or solutions.
Account Strategy: Collaborates with the Client Success Team (CST) on the client's strategic plan and leads tactical execution.
Concept Adoption: Promotes Concept adoption and acceleration to increase client value through organization, communication, and project management within internal and external teams.
Cross-Product Growth: Identifies and communicates cross-product opportunities across Machinify's Payment Integrity platform.
Operational Execution: Manages the operational implementation and execution of client payment policy decisions by collaborating with client operations managers across multiple departments, including Operations, Product, Appeals, Production, and Technical teams.
Meeting Management: Coordinates and manages joint client and internal meetings in collaboration with CST, including scheduling, facilitation, agenda and material preparation, meeting minutes and action-item tracking, and logistics.
Follow-Through: Documents and distributes meeting minutes and action items and follows up to ensure satisfactory and timely completion.
Documentation: Posts and maintains accurate, up-to-date client documentation in Machinify's client library.
Program & Project Management: Manages the internal and external aspects of all client initiatives and joint projects, including Concept rollouts and platform enhancements, to ensure objectives are met and the team is progressing toward goals.
Performance Monitoring: Monitors Concept and Sentinel performance, analyzes monthly performance reports, and drafts observations providing insight on trends for client consumption. Performs root cause analysis on data anomalies, hit rate performance, and unintended operational results (e.g., claims adjustments, false positives, leakage) to optimize program performance and consistency, and develops and executes action plans to remedy interface-related issues.
Testing Support: Provides client testing support to ensure success with all operational and Concept-related aspects of initiatives.
Escalation Management: Maintains escalation plans and monitors file processing and Concept scoring statistics to minimize missed recovery opportunity.
Reporting & Insights: Proactively provides or coordinates production reporting to surface insights and identify trends and…