Insurance Discover Solutions Advisor

About the Role

Impact you will make

As an integral member of the FinThrive team, the Insurance Discovery Solutions Advisor is responsible for a portfolio of mostly enterprise clients, ensuring customer success and maximized revenue recovery. In this position, you will leverage financial, customer, and operational data to uncover business insights and identify performance improvement opportunities. You will help exceed customer expectations and contribute to FinThrive's growth by collaborating with colleagues across departments-including Customer Success, Sales, Support, Implementation, Product Management, Development, and Marketing.

What you will do

• Proactively own and manage the performance of a client portfolio for a contingency-based insurance discover solution, which will include individual client revenue recovery performance and company financial performance, as it relates to the usage of FinThrive's Insurance Discover solution
• Proactively monitor, manage and utilize key operational, performance metrics to maximize client recoveries and company revenue attainment. This may include referral volume levels, reported coverage, credited and excluded rates, and coded rates, data files, and various data mapping issues
• Support client through any patient account system conversions and upgrades, deployment of new technologies (e.g. RPA), ensuring proper application and data mappings reconfigurations are successfully addressed.
• Proactively manage client action plans and critical escalations, working collaboratively across internal technical teams to problem-solve and execute resolution plans
• Lead regular meetings, serving as technical subject matter expert on Insurance Discover solutions, with client stakeholders and supporting executive leadership reviews, utilizing customer value metrics, ROI analysis and other tools as prescribed
• Proactively monitor and address customer issues, tasks, and feedback, ensuring clear communication of value, risk mitigation, and timely resolution of escalations
• Develop expertise with and proficiently utilize internal reporting, alerting and monitoring tools, including usage of SQL queries in analyzing client performance
• Collaborate with internal stakeholders to deliver outstanding customer service and support
• Generate actionable reports and analyses to identify key performance indicators, operational improvements, and root causes of issues
• Develop, as needed, custom queries and ad hoc reports to resolve issues and provide reporting solutions for multiple stakeholders

What you will bring

• 2+ years of professional experience in customer management with a focus on healthcare revenue cycle technology
• 1+ years' experience and proficiency in querying and manipulating data using SQL to support data-driven decision-making
• Advanced skills in Microsoft Excel (analysis/modeling), Microsoft SQL (data extraction/analysis), and Microsoft PowerPoint (presentation/visualization)
• Strong quantitative and qualitative analytical skills, with the ability to distill large data sets into actionable insights
• Excellent communication and stakeholder management skills, including the ability to influence without authority
• Proven customer service skills, with experience engaging both operational and executive-level clients
• Demonstrated ability to work successfully in a cross-functional, matrix organization

What we would like to see

• BS/BA degree or coursework in Healthcare Management/Analytics or 2 years experience working with healthcare data
• 3+ years of professional experience in customer success or account management and 3+ years of experience in data analytics.
• Familiarity with CRM tools, such as Salesforce and/or Gainsight.