Edifecs/Cotiviti is a leading healthcare technology company with the mission to improve healthcare outcomes, reduce costs and accelerate innovation. We empower healthcare organizations to scale the partnerships required by payment, care delivery and access reform initiatives that are redefining the healthcare industry.

We lead the industry in the breadth and depth of how we support our customers—by becoming an extension of their internal team. Helping our customers deliver world-class care and service is the Professional Services Team.

Edifecs/Cotiviti is seeking a Manager for the Managed Services practice, who will assist the clients in using the Edifecs/Cotiviti software effectively post implementation to be successful.

• Lead the SaaS maintenance and operations of one of the Edifecs/Cotiviti products from India providing 24x7 services to Edifecs/Cotiviti Clients.
• Manage customer escalations by defining an action plan, identify the appropriate resources and handle internal and external communications.
• Hire, mentor and develop Managed Services team.
• Work with the Customer Account management team to provide appropriate level of attention and service to high priority accounts.
• Ensure appropriate operational planning is effectively executed to meet client and Edifecs/Cotiviti requirements.
• Effectively manage people in managed services team and customers.
• Build strong relationships with client managers.
• Engage & educate client managers on the products and solutions provided by Edifecs/Cotiviti.
• Gather and explain the client needs to other team members in Product and Engineering to enhance the Edifecs/Cotiviti software to improve the overall satisfaction of the client.
• Plan and prioritize application maintenance including deployment of application patches and application upgrades in Edifecs/Cotiviti Cloud.
• Develop/ improve processes to monitor the health of the Edifecs/Cotiviti application in a SaaS model and take necessary actions to fix the issues in a timely manner to meet the uptime SLAs of the customers.
• Identify and solve problems without assistance and guidance.
• Understand and applying company policies and procedures.
• Manage projects related to migration of client implementations to containerized version.
• Manage multiple clients on AWS and provide technical support to team members.

• Identify process flows that can be automated to reduce manual intervention and implement the automation as per timelines decided.

• BA/BS degree in Computer Science or equivalent
• 10+ years’ experience in techno – functional & commercial role
• 3+ years’ experience in multidimensional issue resolution
• 3+ years project management experience
• Understanding of US Healthcare
• Knowledge on HIPAA transactions
• Experience in maintaining applications in AWS/ Azure
• Demonstrated ability to lead a team
• Ability to build strong relationship across the clients team and within Edifecs/Cotiviti
• Ability to manage multiple clients in a hosted setup
• Demonstrated ability to participate in change management
• Ability to work under pressure without getting flustered
• Demonstrated ability to understand and apply company policies and procedures.
• Strong analytical, prioritization and collaboration skills in partnering with other internal groups
• Ability to communicate effectively and build rapport with team members and clients.