SVP, Client Experience

Zelis HealthcareSt. Louis, Missouri | September 21, 2022

The Company

Zelis is a healthcare and financial technology company and market-leading provider of cost management and payments optimization solutions to price, pay, and explain healthcare claims. Zelis serves over 700 payer clients and 1.5 million providers, delivering approximately $100 billion of provider payments in the United States. The company’s solutions include network analytics, network access, network cost management, payment integrity, and electronic payments. Headquartered in Bedminster, NJ, Zelis has more than 1,700 employees and annual revenues of ~$1B.

The Role

Zelis Payments facilitates electronic payments and delivers quick, seamless, and cost-effective payment solutions for both healthcare providers and payers. The solutions integrate with existing systems, provide real-time information updates, reduce or eliminate printing and postal costs associated with paper payments, and provide an enhanced member experience with simple explanations of how much they owe their providers. Zelis has been aggressively growing, driving revenue from ~$200M in 2015 to ~$1B today, with about 50% coming from the Payments business. In support of continued aggressive growth plans, Zelis is seeking to hire its first Senior Vice President of Client Experience for the Payments division, who will lead the end-to-end client experience from onboarding to retention. The new leader will work with clients and stakeholders to provide insight and support for clients, including leading technical implementations, driving issue resolution, and understanding client business environments. The new leader will lead and optimize a team of ~200 FTEs and growing, comprised of the following functional areas:
• Payer Implementation: ~30 FTEs that lead technical implementations for new healthcare payers
• Payer Customer Experience: ~60 FTEs that provide day-to-day support and issue resolution for healthcare payer clients
• Provider Implementation: 5 FTEs that lead technical implementations for healthcare providers
• Provider Customer Experience: ~100 FTEs that provide issue resolution for healthcare provider clients in a call center environment
The SVP, Client Experience will report into the Chief Operating Officer for Zelis Payments and will be based in St. Louis, MO.

Experience & Requirements

• At least 15 years of professional experience, including client-facing post-sale operations leadership experience (e.g., implementation, client support, call center operations)
• Experience building or transforming a client-facing operations function to support growth
• Experience with integrating teams and technology from inorganic growth activities
• Strong project management skills including stakeholder coordination and vendor management
• Experience collaborating with a wide variety of stakeholders from across functions to align with business and client priorities
• Commitment to Zelis’ and the Payments organization’s mission to harmonize the complete payment process in healthcare for payers and providers with a spirit of caring for clients and their constituents
• Extreme comfort with a fast-paced work environment and shifting or conflicting priorities
• Willing to direct the work, do the work and influence the appropriate stakeholders to ensure the best possible results
• Demonstrated ability to bring structure to and succeed in complex and ambiguous situations

Application Information

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Additional Questions

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