The Compliance Claims Auditor’s  primary focus will be supporting the Company’s internal compliance operations by developing and strengthening Collective Health’s claims compliance program.  If you are a compliance professional excited about helping build and operate a broad range of corporate and healthcare compliance functions at a mission-driven, healthcare technology company, then this role is for you! You will work on assuring the accuracy of claims processing performed by Collective Health. You will build relationships across all parts of the business and drive cross-functional initiatives to continuously improve our compliance program and support of the Collective Health compliance team. This role reports the Senior Manager of Compliance,  and works cross-functionally with various internal teams. The Compliance Team is responsible for providing oversight over the claims processing systems and procedures at Collective Health, and serving as a thought and innovation partner to business and corporate functions as they implement new initiatives. 

What you'll do:

• Audit medical claims received from providers for adjudication accuracy.  This includes both professional and institutional claims of all types.  
• Manage internal and external audits. 
• Provide timely input on compliance-related issues and guidance requests
• Assist with compliance risk assessments and audit readiness
• Assist with new compliance regulation implementation related to claims accuracy. 
• Collaborate with team members to identify and mitigate compliance risk for claims. 
• Work closely with Collective Health attorneys to receive and coordinate legal guidance needed to operationalize important initiatives and requirements

To be successful in this role, you'll need:

• Bachelor’s degree or equivalency required, preferably in a business, technology or healthcare field
• At least 5 years of experience auditing medical claims.  
• Coding credential is required. 
  • Preferred AHIMA CCS.
  • Required either CPC, CPC-A, RHIT, or CCS. 
• Broad experience and knowledge of coding and reimbursement systems (MS-DRGs, PPS Systems, bundled payments, OPPS, value based care, FFS). 
• Broad experience and knowledge of healthcare and healthcare business practices and principles. 
• Broad experience and knowledge of third-party payer practices, including precertification, timely filing, claims processing, coverage, and payer rules.  
• Broad experience and knowledge of healthcare claims data and analytics, 
• Knowledge and applicable understanding of federal laws related to ERISA group health plans. 
• Knowledge of the 5010 data standards, along with practical understanding of EDI transmission files (835/837, 270/271, etc.)  
• Knowledge and applicable understanding of subrogation, coordination of benefits, and claims hierarchy standards. 
• Knowledge and applicable understanding of state and federal laws which apply to claims processing for group health plans, such as the No Surprises Act, ACA Preventive Health Provisions, parity laws, etc. 
• Experience developing or enhancing a compliance program is desired
• A CHC certification is preferable
• Proven ability to build relationships and to collaborate effectively with a broad range of stakeholders and departments to drive compliance-friendly and business-friendly outcomes
• Strong organizational and project management skills with demonstrated attention to detail
• Proficiency with technology tools, including Google Drive, Sheets, Docs, Box, Smartsheet, Looker, and Slack
• Critical thinking and decision making skills, with the ability to quickly determine issues that need escalation
• Excellent written and verbal communication skills (including presentations) and the ability to drive execution in a team environment

Pay Transparency Statement 

This job can be performed from our Lehi, UT, or Plano, TX, office with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA. #LI-remote

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.

Collective Health is seeking a Sourcing Specialist to bring strong technology and SaaS procurement experience, engaging with Product Development and Technology stakeholders, ensuring Procurement is involved from the earliest stages of third party engagements delivering value through strong supplier engagements and recommendations.

What you'll do:

• Assist with the development and maintenance of category sourcing strategies aligned with PD/Tech objectives;
• Understand business priorities and challenges by building trusted relationships;
• Lead vendor evaluation activities (RFIs and RFPs) and selection process; 
• Negotiate agreements with vendors to provide the best commercial terms to Collective Health including value beyond cost;
• Lead vendor contracting process in collaboration with key internal and external stakeholders;
• Own the SaaS management tool ensuring licenses are allocated within contract parameters and renewals are completed on time, with favorable terms to Collective Health.

To be successful in this role, you'll need:

• Bachelor’s degree or equivalency required, preferably in a business, technology or healthcare field
• 2-4 Years experience in strategic sourcing;
• 1-2 Years experience working directly with IT sourcing project work and familiarity with different types of licensing structures;
• Thorough understanding of the strategic sourcing cycle from market analysis through contract execution;
• Strong verbal and written communication skills;
• Strong project management and time management skills;
• Good relationship building skills; 
• Good analytical skills capable of applying analysis to spend and cost comparisons;
• Curious mindset with an eagerness to learn.

Pay Transparency Statement 

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: AZ, CA, CO, CT, FL, GA, IL, MD, MA, MI, MN, NV, NJ, NY, NC, OH, OR, TN, TX, UT, VA, WA, or WI.

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.

The Privacy Analyst is responsible for triaging and responding to privacy incidents and inquiries in accordance with all applicable federal (HIPAA) and state privacy laws in support of Collective Health’s Privacy Program.  Reporting to the Senior Privacy Manager, this position will act as a trusted privacy resource and ensure the timely and accurate handling of privacy incidents and inquiries. 

What you'll do:

• Manage privacy incidents, including breaches, involving protected health information (PHI).
• Review all facets of a privacy incident to understand causation and responsibility including the review of audit or other technical logs.
• Document all aspects of the privacy incident review/investigation.
• Apply privacy laws to each incident to assist in making breach determinations.
• Work across teams to implement appropriate training and/or corrective actions to prevent re-occurence.
• Manage and trend privacy inquiries submitted by internal partners.
• Research and review privacy inquiries.
• Document inquiries in appropriate systems.
• Develop and maintain processes to track and trend inquires.
• Exercise judgment to determine appropriate actions (e.g., identifying issues that require the input of other Privacy Team members and taking steps to escalate these matters appropriately).  
• Responsible for assisting with any third-party, privacy-based inquiries, audits or investigations.
• Review of audit trails or logs.
• Documentation of audit/investigative efforts.
• Produce reports to assist with audits/investigations.
• Responsible for assisting the Privacy Officer, Privacy Counsel and Privacy Manager with operational aspects of the Privacy Program including:
• Drafting and review of policies and procedures.
• Creation and maintenance of trainings.
• Implementation of system-wide privacy projects/programs.

To be successful in this role, you'll need:

• 3+ years experience working in healthcare.
• 3-5 years experience serving in a role supporting a HIPAA-based privacy program (Preferred, but can be taught!).
• Knowledge of privacy laws and regulations, including HIPAA (Preferred, but can be taught!).
• Outstanding judgment.
• Excellent communication and presentation skills.
• Ability to work both independently and as part of multidisciplinary teams.

Pay Transparency Statement 

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA.

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.

As an Account Executive at Collective Health, you will develop trusted partnerships with benefits leaders, helping them provide a better healthcare experience for their employees and dependents.  You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems. You’ll own developing an understanding of how CH can support overall strategic goals for each client, chart the CH strategy for each account and guide our Account Managers on daily activities. You’ll also own contract renewals and identify additional programs to support a client's strategy.  Success will depend on your ability to collaborate with our internal teams and external stakeholders to make things happen on behalf of your clients. In addition, you will have ample opportunity to lead projects that will make us more effective as a team.  We are looking for individuals who are passionate about our mission and will elevate the importance of our clients’ success as a driver of the success of Collective Health.

What you'll do:

• Lead smooth transitions for new clients from Sales to Implementation to Open Enrollment, and Launch, working cross-functionally to resolve all escalations necessary to ensure clients are still in a ‘Green’ status for Go-live.
• Manage a disciplined account engagement process which is comprised of goals, strategies to achieve goals, and tactics to support execution of strategies
• Develop deep customer & consultant relationships with the decision makers in each group, to facilitate intimate knowledge of our customers' objectives
• Be a senior, strategic voice in client and channel relationship management, particularly with leadership contacts
• Articulate a consistent delivery of Collective Health's differentiated value proposition as well as own responsibility to tell the Collective Health story with minimal reliance upon subject matter experts
• Demonstrate data-driven solutions-based orientation to drive results for our customers and for Collective Health
• Manage Account Manager activities, including coordination of learning opportunities and insights across pod
• Execute successful end-to-end contract negotiations if customer’s business is placed out to bid
• Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
• Exemplify internal and external leadership
• Promote culture of learning and continuous improvement
• Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services

To be successful in this role, you'll need:

• 12+ years experience in managing client relationships in the health insurance or employee benefits fields.
• Deep knowledge of healthcare/managed care business; to include most or all of the following: Self-insured medical, dental and pharmacy product knowledge, underwriting, risk and financial analysis skills, marketing processes, sales practices, account management and knowledge of administrative operations.
• Customer focus-ability to exceed customer expectations with a strong focus on customer delivery and thinking in new and innovative ways
• Successful track record and clear aptitude as a leader, administrator, negotiator, and salesperson
• Strong persuasion skills and effective communicator; possesses excellent relationship-building skills
• Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work
• Demonstrated ability to develop strong working relationships with matrix partners in the organization
• Customer focus - ability to meet customer expectations and act with a strong focus on how to deliver
• Effective speaking and communication skills; demonstrated presentation skills

Pay Transparency Statement 

This job can be performed in a location where we have an office: San Francisco, CA, Plano, TX, or Lehi, UT, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA.#LI-remote

Salary will depend on the employee’s location of hire. In addition to cash compensation, you will be eligible for commission based on your sales performance, and eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits athttps://jobs.collectivehealth.com/benefits/.

Our client success team is looking for an experienced Account Executive to develop and nurture client relationships. The ideal candidate will have significant experience working with large employer groups, a problem solving and creative mindset, deep employee benefits and health care knowledge, and the ability to manage multiple priorities across our client base.

As anAccount Executiveat Collective Health, you will develop trusted partnerships with well known benefits leaders, helping them provide a better healthcare experience for their employees and dependents. You'll be the main point of contact for dynamic relationships and develop a plan for how Collective Health can support the overall strategic goals for each client. As a leader, you'll guide our Account Managers on daily activities and establish a best in class service model for our clients.

Success will depend on your ability to work cross functionally with our internal teams, execute on client goals and priorities, and navigate ambiguity and rapid change. We are looking for individuals who are passionate about our mission and will own our clients' success as a driver of the success of Collective Health.

What you'll do:

• Drive a cohesive relationship stewardship strategy for your assigned book of business, where you will be responsible for driving client retention and satisfaction
• Become an expert in the Collective Health product offering, minimizing reliance on subject matter experts in other teams
• Support the team’s broader book of business as it pertains to broker relationships, and broader themes & trends
• Demonstrate a solution-oriented relationship management approach that maximizes the value clients receive from our product and places you as a trusted ambassador from Collective Health to the client
• Take on a larger and more complex book of business as your proficiency & experience grows
• Minimize process exceptions & escalations, instead partner with your support teams to find solutions for the client within our existing workflows. Be a stakeholder in driving process improvements that benefit the experience of all our clients
• Be the face of Collective Health to the client, owning and coordinating all client comms, meetings, and events
• Ensure smooth client journey from sale, through implementation & go-live, and to renewal - deliver regular reporting and updates to review client outcomes & opportunities
• Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
• Fully own the client relationship, including de-escalating concerns wherever possible
• Develop ability to self-serve data, reporting, and answers pertaining to client issues and inquiries wherever possible.
• Maintain view of the full client journey and be able to summarize themes, trends, and strategic responses for leaders and stakeholders
• Develop deep customer & consultant relationships with the decision makers in each group, to facilitate intimate knowledge of our customers' objectives
• Execute successful end-to-end contract negotiations if customer’s business is placed out to bid
• Build client relationships that will lead to long term partnerships: Clearly frame escalations and the path to resolution, anticipate questions and proactively provide answers, and champion the customer’s voice, interests, and feedback within CH
• Proactively review performance metrics to promote client satisfaction and retention
• Represent the voice of our client internally to help identify and prioritize enhancements to the client experience

To be successful in this role, you'll need:

• Deep knowledge of healthcare/managed care business; to include most or all of the following: Self-insured medical, dental and pharmacy product knowledge, underwriting, risk and financial analysis skills, marketing processes, sales practices, account management and knowledge of administrative operations.
• Strong persuasion/negotiation skills and effective communicator; excellent relationship-building skills with ability to de escalate and resolve client concerns by partnering with stakeholders internally
• 5+ years in Client Relationship Management
• Self-starter who is resourceful and can navigate through the organization to champion for the clients' best interests with little direction
• An overall enthusiasm and desire for constant learning and self-improvement

Pay Transparency Statement 

This job can be performed in a location where we have an office: San Francisco, CA, Plano, TX, or Lehi, UT, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA.#LI-remote

Salary will depend on the employee’s location of hire. In addition to cash compensation, you will be eligible for commission based on your sales performance, and eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits athttps://jobs.collectivehealth.com/benefits/.

Collective Health’s mission is to transform people’s healthcare experience from confusing and complicated to empowering and trustworthy. We are looking for a Product Manager (PM) of Eligibility to assist us in our mission to empower Collective Health and support our members and their families to take better care of their own health and benefits. The Collective Heath Eligibility team supports care delivery by managing and creating solutions which accommodate the Electronic Data Interchange and usability of Member Eligibility data. This critical Eligibility data is foundational to both Collective Health’s operations and the Member experience.

What you'll do:

• As a PM with Collective Health you will be an integral part of the Engineering Team who works closely with Eligibility Product Management to convert actionable capabilities into Stories, Requirements and successful sprints to deliver valuable functionality furthering the Collective Health mission.
• This role will participate in Agile meetings, such as Scrum and Story Review, and be responsible for Backlog Grooming and Management.
• With Product Management guidance, you will be involved in aligning the sprint work to Road Map priorities while targeting delivery timeframe commitments.
• Additional activities will include assisting the engineering team(s) in related activities such as triage of incoming engineering support tasks, managing user acceptance testing engagements and cross-team collaborations. 

To be successful in this role, you'll need:

• Familiarity with Agile Development Methodologies
• A minimum of 4+ years experience as an Agile Product Owner and/or 2+ year experience as Agile Product Manager.
• Agile Product Owner and/or Product Manager Certifications are a plus.
• To be skilled in using Jira in both Kanban and Scrum methodologies and experience in writing well-formed User Stories. 
• Confluence experience is a plus.
• Experience reading and creating Software Requirements, Test Scripts and EDI File Layouts or similar Specifications. 
• Familiarity with Healthcare concepts and operations related to Insurance Eligibility. 
• Healthcare Electronic Data Interchange experience with varying file standards / formats such as X12, CSV and position delimited preferred. 
• Relational Database and SQL Experience a plus.
• To be adaptive and thrive in a highly complex and changing environment. 
• Familiarity with Healthcare regulations and operating in HIPAA regulated industries. 
• Excellent Jira Backlog organizational skills with the ability to keep track of multiple projects simultaneously. 

Pay Transparency Statement 

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office three days per week (Plano, TX) or two days per week (all other locations). #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

We continually strive to deliver superior value on health spend in addition to an excellent employer and an exceptional member experience. As a Senior Client Operations Associate, you will be assigned a number of clients to support. Partnering with your counterparts in CS, you will stay abreast of all client touchpoints and interactions while owning the resolution of all issues, inquiries, and day-to-day servicing. By driving excellent client experiences & engagement you will make a crucial impact on our ability to renew existing clients and secure new prospects.

What You’ll Do:

• Own and support the day-to-day client operations, partnering closely with your assigned account relationship owners to answer client inquiries, resolve issues & incidents, monitor performance, and service ongoing client needs..
• Possess a breadth of knowledge across all operations functions, with a deeper level of expertise in one or more areas; ie eligibility, claims processing, plan setup, etc.
• Serve as the interface and translation layer between the relationship manager & client, and the broader plan administration and support teams.
• Ensure efficient & effective execution of all client processes while arming your assigned relationship managers with the results and insight they need to drive the client relationship
• While much of your primary responsibilities will be outside the direct view of the client, you will be client facing during key moments in the client journey such as leading the implementation/renewal experience in coordination with your assigned relationship owner. You will also be a crucial part of the face to client during more technical or operational portions of the client experience such as during QBRs or YIR. Time spent as the face to the client (including preparation) will be <35% of the role.  
• Take on a book of business jointly with your assigned relationship owners. While ratios may change as processes are optimized, book of business size at this level is ~$13M ACV or ~16 average size clients
• Partner with the relationship owners you support to find solutions for the client within our existing workflows. Follow process/procedures where defined, work with your peers and leader to establish and clarify processes where absent.
• Expert ability to self-serve data, reporting, and answers pertaining to client issues and inquiries. Where unable to self-serve, know the process or person to engage instead
• Drive continuous process improvement and standardization in Client Support and across all teams that touch the client experience by identifying opportunities and surfacing ideas for improvement, and then leading improvement initiatives.  
• Support your assigned clients and relationship owners from sale, through implementation & go-live, and to renewal. Seek ways to optimize and enhance the client experience, especially during implementations and renewals.  
• Drive process standardization across the book of business and wherever possible, and determine when certain escalations call for further process optimization.  Work with your leader and peers to capture these and lead response plans.    
• Oversee the timely/accurate turnaround of client plan requests, including benefit changes, product changes, new group additions, client terminations, escalated issues, etc. Correct conflicting work before impact felt by client.  
• Coordinate cross-functionally as needed to solve needs of your assigned clients and relationship managers, and create/lead initiatives with stakeholders to improve the client experience.  

About You:

• Experience in the Health Insurance Industry
• Strong focus on the customer experience with an ability to anticipate and resolve client questions before they become issues
• 5+ years in operations or customer facing roles supporting B2B clients in the health insurance industry
• Demonstrated ability to drive efficiency and effectiveness in cross functional processes
• Proven ability to be an effective and confident face to the client in support of complex issues and inquiries
• Self-starter who is resourceful and can navigate through the organization and our processes with little direction
• An overall enthusiasm and desire for constant learning and self-improvement, and an ability to coach others in your best practices
• Analytical mindset with the ability to identify process gaps, explore enhancements, recommend solutions, and drive initiatives to continuously improve - never settles for the status quo
• Enjoys a fast paced team environment and adapts to change by adjusting priorities as needed
• Technical proficiency or ability to quickly learn Google Suite, Airtable, Zendesk, SmartSheets, Looker, etc

Pay Transparency Statement

The Clinical Account Executive (CAE) position is an exciting opportunity for a licensed clinician (RN, NP, PA, or PharmD) who is looking to leverage their healthcare expertise to support the demonstration of Collective Health’s clinical program value as well as support our efforts to meet our clients’ strategic goals to drive improved clinical and financial outcomes for their membership. 

The CAE will partner with clinical experts in our Product, Data Analytics, Clinical Operations and Care Navigation teams to manage a book of complex and dynamic clients looking to harness the power of the Collective Health platform to optimize healthcare value for employers and their members as the landscape continues to evolve. This role will require a forward thinking individual who is grounded in patient care, comfortable drawing actionable insights from population health data, and skilled at public speaking. They must serve as the client’s gold-standard clinical resource and be knowledgeable of Collective Health clinical programs and innovations. They will partner with the Sales/Client Success and Collective Health’s clinical staff to provide a comprehensive management plan to provide insight into our comprehensive clinical strategies, initiatives, and new clinical solution adoption in order to meet the client’s and CH’s common goals.

The CAE will work closely with the sales, marketing, and product development teams to drive revenue growth and enhance client experiences around clinical solutions. 

What you'll do:

• Clinical Knowledge and Expertise: Maintain a deep understanding of clinical practices, healthcare industry trends, and regulatory requirements
• Provide clients & broker partners with insights and recommendations based on clinical expertise.
• Engage in client and prospect conversations to understand client expectations and craft an ongoing strategy to articulate results to the client on an ongoing basis
• Collaborate with internal teams to ensure we articulate the value and results of our clinical programs in direct correlation to client-specific needs and goals.
• Proactively engage in conversations and be the conduit between the CS Team/Leadership, Claim Ops, Care Nav team on highly complex claims, plan results, payment integrity programs, results, etc.
• Partner with the Insights and CS teams to elevate the voice of the customer and ensure that feedback from clients helps prioritize and improve products and services.
• Leads the adoption of clinical solutions to clients through consultative sales methods (e.g. client presentations, quarterly/annual business reviews, presentation of modeling/reporting,etc.) in accordance with client business goals and upon collaboration and coordination with account management & internal team members.
• Lead clinical recommendation discussions with client
• Acts in concert with Strategic Account Exec to service the health management consultative needs of the client.
• Leads clinical client Strategic Planning and Review Consultation meetings. Maintains strong client relationships with clients to ensure retention/satisfaction/upsell targets are met (Care Nav, Program Partners, etc)
• Engage in client dialogue that addresses the needs of the client and membership while building trust and credibility and becoming a trusted advisor in healthcare benefit success.
• Functions as primary clinical resource and new solution product expert for the client.

To be successful in this role, you'll need:

• A clinical license (RN, NP, PA, or PharmD)
• Bachelor’s degree in Business, Healthcare Administration, Nursing, or a related field. Advanced degree preferred.
• Minimum of 3-5 years of experience in population health management, care management or direct clinical care
• Ability to explain clinical information to non-clinical stakeholders (e.g. clients and brokers/consultants)Strong knowledge of clinical practices and healthcare industry trends.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to build and maintain client relationships.
• Strong problem-solving skills and the ability to think strategically.
• Self-motivated with a track record of meeting or exceeding targets.
• Ability to travel as required.

Pay Transparency Statement 

At Collective Health, Client Success  plays a pivotal role in shaping our client interactions and fostering strong relationships. We are seeking a strategic and experienced leader to rapidly scale and lead our Client Success team. In this role, you will engage directly with clients, consultants, and brokers, collaborating across functions to design and deliver exceptional experiences for employers.

Reporting to the Senior Vice President, Client Success, you will be a critical member of the Collective Health leadership team, collaborating across all functions in the company to deliver a world class experience at scale.

What you'll do:

• Lead Client Success organization, including Directors and Strategic Account Executives, to drive engagement and high performance in client service as they manage annual renewals and upsell products.
• Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts. 
• Ensure the team is prepared to deliver results as we scale the business to double in size every year or two.
• Evaluate existing client success operations and drive improvements to processes, metrics, and performance.
• Inspire and mentor a team of Client Success members including the hiring and retention of top talent while continuing to grow an existing customer success organization
• Deploy and oversee disciplined client management strategies  across entire customer base that revolve around building enduring relationships with clients 
• Partner with Sales Leadership to develop strategies and goals around upsells and renewals resulting in a positive impact to customer lifetime value
• Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
• Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service 
• De-escalate and resolve complex client situations both internally and externally 
• Work cross functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy and reporting strategy 
• Provide feedback to product, member services and marketing teams for continuous improvement of the company’s products and service offerings.
• Promote culture of learning and continuous improvement
• Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services 

To be successful in this role, you'll need:

• 15+ years in account management/client success (10 years of leadership experience)
• Strong knowledge of healthcare administration, benefits, insurance, technology, or related domains.
• Comprehensive expertise in product positioning, sales, and integrations.
• Experience and proven success in scaling client success organizations.
• Proven customer experience management across stakeholders.
• Lead the organization in leveraging data analysis to drive strategic decisions, fostering a culture of excellence across teams.
• Strong leadership, strategic thinking, and problem-solving skills.
• Experience with benefits consultants and health benefits ecosystem.
• Excellent communication and relationship-building skills.
• Ability to thrive in a collaborative, startup environment.
• Passion for changing healthcare.

Pay Transparency Statement 

Collective Health is seeking a dynamic and experienced Senior Recruiter to join our Recruiting team. As a Senior Recruiter, you will play a critical role in shaping the future of our teams. You will be responsible for identifying, attracting, and hiring top talent across various domains, ensuring that we continue to build a diverse and innovative workforce.

What you will do:

• Full cycle end-to-end recruiting (sourcing, screening, process driving, and closing).
• Develop relationships with the hiring teams to collaborate during the hiring process.
• Strategize and develop unique ways to engage top talent: Use strategic platforms and creative engagement strategies to source excellent talent and actively source passive candidates
•  Develop and implement innovative sourcing strategies to attract top talent.
•  Utilize various platforms, networks, and channels to identify and engage passive candidates.
•  Conduct in-depth screenings and interviews to evaluate candidates' technical skills, experience, and cultural fit.
• Ensure a seamless and positive candidate experience throughout the recruitment process.
• Communicate effectively with candidates, providing timely feedback and updates.
• Serve as a candidate advocate, addressing their needs and concerns.
• Partner closely with hiring managers and team leads to understand their hiring needs and team goals.
• Provide expert guidance on market trends, talent availability, and recruitment best practices.
• Facilitate collaboration between the recruitment team and various departments to streamline the hiring process.
• Continuously evaluate and improve recruitment processes to enhance efficiency and effectiveness.
• Implement and leverage recruitment technologies and tools to optimize talent acquisition.
• Maintain accurate and up-to-date records in Greenhouse, our applicant tracking system (ATS) Goodtime, our scheduling tool, and any other systems that you may use.
• Champion diversity and inclusion initiatives within the recruitment process.
• Develop strategies to attract and retain a diverse pool of candidates.
• Promote and support company-wide diversity and inclusion efforts.

What you will bring:

• Minimum of 5 years of experience in a full-cycle, in house, recruitment role 
• Proven track record of successfully filling roles in a fast-paced environment in a TPA organization such as Collective Health
• Excellent sourcing skills with experience using various platforms 
• Strong organizational and time management skills, with the ability to handle multiple priorities.
• Focused experience in sourcing quality candidates using various methods
• Strong eye for talent and an excellent ability to connect candidates with the right opportunities
• A sense of ownership and accountability
• Excellent communication skills and ability to cultivate great relationships with candidates and stakeholders
• Innovative, highly organized, detail oriented, able to work quickly and accurately, and able to change tasks and focus easily
• Experience with Greenhouse
• Experience with filling roles within the Compliance and Customer Experience department at all levels

Pay Transparency Statement 

As a Director at Collective Health, you’ll be a key member of the Client Success team where you’ll be instrumental in building strong partnerships with our clients that will lead to long lasting relationships. You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems. 

Working directly with our Strategic Account Executives, we’ll count on you to collaborate with internal leadership and external stakeholders to drive a great employer experience. 

If this sounds like you, we'd love to talk! 

What you'll do: 

• Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts. 
• De-escalate and resolve complex client situations both internally and externally ● Work cross functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy and reporting strategy 
• Manage a disciplined account engagement process that revolves around building enduring relationships with clients. You will be responsible for net revenue retention goals for a market segment of our clients. 
• Serve as a people manager, supporting your direct reports to drive engagement and high performance in client service 
• Lead client teams as an Account Director on key strategic accounts 
• Lead Key broker and consultant relationships helping to craft product offerings that work for our shared book of business 
• Articulate a consistent delivery of Collective Health's differentiated value proposition as well as own responsibility to tell the Collective Health story with minimal reliance upon subject matter experts 
• Influence internal teams’ work and roadmaps by articulating market feedback and client experience considerations 
• Demonstrate data-driven solutions-based orientation to drive results for our customers and for Collective Health 
• Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service 
• Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
• Exemplify internal and external leadership 
• Promote culture of learning and continuous improvement 
• Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services 

To be successful in this role, you'll need: 

• Deep knowledge of healthcare/managed care business; to include most or all of the following: Self-insured medical, dental and pharmacy product knowledge, underwriting, risk and financial analysis skills, marketing processes, sales practices, account management and knowledge of administrative operations. 
• Customer focus-ability to exceed customer expectations with a strong focus on customer delivery and thinking in new and innovative ways. 
• Successful track record and clear aptitude as a leader, administrator, manager, negotiator, and salesperson. 
• Strong persuasion skills and effective communicator; excellent relationship-building skills. 
• Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work. 
• Demonstrated ability to develop strong working relationships with matrix partners in the organization. 
• Customer focus - ability to meet customer expectations and act with a strong focus on how to deliver. 
• Effective speaking and communication skills; demonstrated presentation skills.

Pay Transparency Statement

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA.#LI-Remote

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

Our client success team is looking for an experienced Account Executive to develop and nurture client relationships. The ideal candidate will have significant experience working with large employer groups, a problem solving and creative mindset, deep employee benefits and health care knowledge, and the ability to manage multiple priorities across our client base.

As anAccount Executiveat Collective Health, you will develop trusted partnerships with well known benefits leaders, helping them provide a better healthcare experience for their employees and dependents. You'll be the main point of contact for dynamic relationships and develop a plan for how Collective Health can support the overall strategic goals for each client. As a leader, you'll guide our Account Managers on daily activities and establish a best in class service model for our clients.

Success will depend on your ability to work cross functionally with our internal teams, execute on client goals and priorities, and navigate ambiguity and rapid change. We are looking for individuals who are passionate about our mission and will own our clients' success as a driver of the success of Collective Health.

What you'll do:

• Become a primary relationship owner and trusted advisor to your clients
• Develop a deep understanding of client goals and objectives and advocate for them with key stakeholders
• Articulate Collective Health's differentiated value proposition with minimal reliance upon subject matter experts
• Become a CH product expert as you support and guide our clients through issues and inquiries
• Help present the benefit and value that Collective Health brings to your clients organization through regular meetings, onsites, and quarterly business reviews 
• Seek ways to continuously improve overall client satisfaction and drive up NPS scores  
• Own develop and execution of retention and growth strategies, working closely with the Account Director and ELT. Responsible for profitable retention, growth, strategic initiatives, relationship development and service excellence
• Demonstrate data-driven solutions and link results to clients key priorities and objectives
• Oversee Account Manager activities, including coordination of learning opportunities and insights across team
• Build client relationships that will lead to long term partnerships: Clearly frame escalations and the path to resolution, anticipate questions and proactively provide answers, and champion the customer’s voice, interests, and feedback within CH
• Leveraging Client Support Teams, proactively review performance metrics to ensure all client expectations and SLAs are being met
• Represent the voice of our client internally to help identify and prioritize enhancements to the client experience
• Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
• Fully own the client relationship, including de-escalating concerns wherever possible
• Maintain view of the full client journey and be able to summarize themes, trends, and strategic responses for leaders and stakeholders
• Assist in monitoring and tracking all client SLAs in order to report risks to leadership 

To be successful in this role, you'll need:

• Associates or Bachelors degree in any discipline (or work experience equivalent)
• 8+ years experience in client success / client engagement or account management related role
• Experience in employee benefits, health insurance and/or healthcare
• Professional experience working at a consulting firm, carrier/TPA, healthcare provider, digital health partner, and/or related field
• Deep knowledge of self insured medical, Rx, dental, and vision plans, financial analysis, account management, and health plan operations
• Customer focus-ability to exceed customer expectations with a strong focus on customer delivery and thinking in new and innovative ways
• Possesses excellent client relationship management and rapport building skills
• Ability to analyze and interpret data to support client strategy and ongoing initiatives
• Strong persuasion skills and expert communicator to articulate a compelling story and manage difficult conversations
• Work autonomously and at a rapid pace, within a changing environment
• Demonstrated ability to develop strong working relationships and ensure healthy long term partnerships
• Collaborate with internal business partners to deliver on client needs and expectations, ensuring client SLAs are being met

Required Skills/Abilities:

• Excellent client relationship and process management skills
• Analytical and critical thinking skills
• Attention to detail and accuracy
• Excellent writing, communication, presentation, and interpersonal skills
• Ability to organize and prioritize multiple projects, activities, and deadlines
• Must be self-motivated and able to work autonomously
• Ability to create and develop relationships at all levels
• Travel up to 20% may be required

Pay Transparency Statement

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA. #LI-remote

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.