The Senior Implementation Services Director will guide the delivery of services and technology to multiple clients by planning, supporting and/or managing implementation activities from pre-sales support through production verification, will manage implementation staff, will be responsible for program management and delivery of organizational initiatives in support of strategic or enterprise client implementations and will also serve as the liaison to the Go to Market (GTM) / Sales team.

Strategic Program Management:

• Coordinate/manage the strategic program implementation effort by ensuring organizational execution against the defined workplan  
• Prepare program project plan and strategic implementation approach and obtain management approval. Apply project resources according to the approved project plan. 
• Define ownership of project activities per the project objectives and schedule as well as team member’s skill sets and availability. 
• Provide coaching and guidance to team members about every aspect of the program so that they can understand their tasks fully and act on them efficiently. 
• Establish, prioritize, monitor, and report the program activities with the client/vendor and cross departmentally across Cotiviti. 
• Analyze, track, and report the actual performance metrics of the program and make adjustments consistent with plan objectives. Assure timely adaptive action is taken. 
• Analyze program risk and instigate avoidance activities. establish contingency plans and identify trigger events and responsibility for initiating corrective action. 
• Engage Cotiviti functional Subject Matter Expertise to identify, prioritize and develop solutions or system enhancements that address project requirements or risks. Manage change to preserve business plan commitments. Initiate Phase Review if objectives must change.  
• Coordinate the management and technical decision-making process per the program requirements. 
• Arbitrate and resolve problems and conflicts within the program including but not limited to technical interface issues and relationship management.  
• Provide input on the performance of project team members to their supervisors. 
• Mentor IS team members on project management skills and Cotiviti values. 
• Serve as technical and/or business subject matter expert in support of implementation and internal stakeholder team activities 

Project Management - Coordinate/manage the implementation effort by ensuring organizational execution against the defined workplan: 

• Identify and initiate joint company and client/vendor teams to complete pre-sales and/or implementation opportunity analysis, establish medical policy, integrate applications, establishing invoicing, test configuration and interface, train end users and to communicate to internal and external audiences. 
• Establish internal IT team to ensure coordination of all technical delivery activities. 
• Establish project plan based on scope of services. 
• Ensure company and client buy-in to project plan, schedule, and milestones. 
• Ensure work of each company and client/vendor committee progresses as scheduled against the plan 
• Coordinate, facilitate and document client/vendor-facing meetings for medical policy, technology, communication training, Finance and testing committees. 
• Ensure follow-through against commitments made by company and client/vendor resources. 
• Identify, track, and ensure closure of all implementations related issues across all aspects of delivery. 
• Report status against key milestones (progress against plans, upcoming activities, and issues) on a weekly basis. 
• Deliver projects in conjunction with the client/vendor, balancing scope, schedule, resources, and quality. 
• Oversee successful go live activities and monitor ongoing operations and program outcomes until transitioned to Client Services (where applicable) 

Client/Vendor Relationship Management: 

• Establish outstanding professional relationships within each of the client/vendor departments participating in the pre-sales implementation support activities (as needed); implementation; and post go live warranty period such as: executive leadership, medical policy, claims operations and grievance / appeals, provider relations, corporate communications, information technology, and Finance/actuarial.
• Serve as the primary and consistent day-to-day contact between the client/vendor and company. 
• Identify opportunities to expand the scope of our business relationship with the client/vendor and communicate opportunities to the Client Engagement and/or Sales lead. 
• Leverage Implementation leadership to solidify relationships with client/vendor executives not involved with the implementation, as necessary.   
• Transition to Client Services and Network Operations: 
  • Ensure client/vendor operational cycles are understood and supported by company. 
  • Integrate and effectively transition to Client Service Manager to provide a seamless transfer for on-going business support. 
  • Integrate and effectively transition to Network Operations to ensure seamless transfer for on-going technology support. 
• Implementation Process Improvement: 
  • Undertake process and departmental improvement projects identified individually, as a team or as assigned by the Implementation leadership.   
  • Coordinate process improvement initiatives with other implementation team members and organizational stakeholders 

Other Responsibilities:  

• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
• Complete all responsibilities as outlined in the annual performance review and/or goal setting.
  • Complete all special projects and other duties as assigned.
  • Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change

• Bachelor’s Degree (or higher) or equivalent job experience.  
• 8+ years of experience with program and complex project management, matrix management, client-facing service delivery, health plan systems delivery, and custom or packaged application delivery preferred.  
• PMP certification, preferred  
• Claims process operations or technical experience, preferred
• Health claims system knowledge on any of the following is desired: Facets, HealthEdge, Paradigm/Diamond, Amisys or Amisys Advance, QMacs/QNXT, QCare. 
• Proficient with Microsoft Office Suite (Word, Excel, Power Point, Visio, Project). 
• Travel requirement is 5-10%. 

Mental Requirements:

• Demonstrated ability to handle multiple assignments and tasks simultaneously
• An extremely motivated, results-oriented individual that is very self-directed and comfortable thinking and reacting quickly
• Excellent written and verbal communication skills and ability to influence at all levels of the organization

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers.
• Must be able to provide a dedicated, secure work area.
• be able to provide high-speed internet access / connectivity and office setup and maintenance.
• No adverse environmental conditions expected.

Base compensation ranges from $150,000 to $185,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for discretionary bonus consideration.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

This role is based remotely and all interviews will be conducted virtually.

Date of posting: 03/14/2025

Applications are assessed on a rolling basis. We anticipate that the application window will close on 06/13/2025, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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