Centivo

Product Marketing

• Report to the Head of Product and play a lead role in shaping Centivo's product marketing function.
• Develop a deep understanding of our audiences, including their needs, goals and challenges, and translate these into actionable insights to improve marketing effectiveness and product development.
• Develop value propositions that resonate with our audiences by clearly describing how our products and services solve their challenges, highlighting features and benefits that are differentiating in the market.
• Understand the competitive landscape and enable our National Account Sales team to communicate how our product is better positioned to solve our customers' challenges than competitors' products.
• Develop National Account sales decks, product demos and collateral (e.g., case studies, sell sheets) that enable Sales to clearly communicate how our product solves our customers' challenges, close deals faster and improve conversion rates.
• Create product packages and pricing aligned to audiences, considering their needs and competitor pricing to close deals faster and improve conversion rates.
• Create co-marketing partnership opportunities that also serve our audience.
• Manage product launch efforts in collaboration with Product and other marketing teams, determining appropriate launch strategy and plan for each product release/feature, in the context of broader product positioning and messaging narrative.
• Design and deliver quarterly and annual GTM retrospectives based on closed/won analysis and interviews, internal surveys, and demand gen programs/campaign learnings.
• Collaborate with the rest of the marketing teams to develop content and campaigns with messaging that resonates with our audiences.

Director Product Marketing

Communications

• Manage ongoing communications to Centivo health plan members and Centivo Care patients across email, in app messaging, SMS and other channels
• Execute campaigns that support the full member and patient journey including onboarding, care engagement, referrals, preventive care, and ongoing education
• Collaborate with internal teams including product, clinical operations, client success, and compliance to ensure communications are accurate and aligned with the member experience
• Translate complex healthcare and benefits concepts into clear, engaging communications for members and patients
• Use AI tools such as ChatGPT, Claude and similar platforms to assist with marketing communications development, campaign planning, and workflow efficiency
• Identify opportunities where AI tools can help streamline content creation, campaign testing, and marketing processes
• Help introduce and document practical AI workflows that can be used by the broader marketing team
• Stay current on emerging AI tools relevant to marketing communications and share insights with the team
• Help manage automated communication journeys across marketing platforms including triggered and lifecycle campaigns
• Monitor campaign performance and help optimize communications to improve engagement and member experience
• Work with marketing operations and product teams to identify opportunities for new automation across the member and patient journey

Manager, Marketing Communications – Automation

Chief Marketing Officer

• Craft and own Centivo’s enterprise-wide commercial strategy, integrating new sales, retention, and expansion into a unified growth framework
• Set the strategic direction for market segmentation, channel strategy, and go-to-market motion across national/strategic accounts and the core/middle market segment
• Steer pricing strategy, deal structure, and commercial terms in partnership with Finance and Legal to maximize long-term revenue and margin
• Drive annual revenue planning, bookings targets, and pipeline governance; deliver accurate and transparent forecasting to the CEO, President/COO, and Board
• Influence product strategy by serving as the voice of the market and the client; champion commercial needs in product development and roadmap prioritization
• Position Centivo competitively in the self-funded employer market through deep knowledge of industry dynamics, competitor landscape, and broker/consultant ecosystem
• Serve as “face of the franchise” to external stakeholders, such as employers, brokers and consultants, purchasing coalitions, health system partners (as appropriate), and other stakeholders
• Lead and develop the sales organization spanning strategic/national accounts and the core/middle market segment, ensuring each team has the right talent, tools, and playbooks to hit growth targets
• Shape the sales model and team structure to support hyperscale — building repeatable, scalable processes that enable growth without proportional cost increases
• Sponsor the development and continuous refinement of sales training programs, including consultative and challenger-based selling approaches tailored to the broker-driven health plan market
• Drive broker and consultant relationship strategy, ensuring Centivo is top-of-mind with key distribution partners in every target market
• Cultivate alternative channels into client executive teams, including health system partnerships and other product/vendor partnerships
• Establish robust pipeline management disciplines, KPIs, and revenue analytics across all segments; use data to identify and close performance gaps quickly
• Collaborate with marketing on the design and execution of supporting marketing plan
• Oversee sales compensation design and commission structures in partnership with People and Finance to attract, retain, and motivate top commercial talent
• Own the client success function end-to-end, setting the strategic vision and KPIs for client retention, satisfaction, and revenue expansion
• Architect a proactive client success model that drives measurable outcomes for clients and deepens Centivo’s value proposition across the employer and member lifecycle
• Define and govern the metrics that matter most: net revenue retention (NRR), gross retention, client health scores, and employer/member satisfaction
• Drive alignment between client success, implementation, and issue resolution to ensure a seamless, high-quality client experience from sale through renewal
• Champion executive-level client relationships with strategic employer accounts, serving as a senior commercial point of contact and escalation path
• Steer the revenue operations function to ensure commercial infrastructure — CRM, data, reporting, process, and tooling — supports scalable growth
• Set enterprise-level standards for pipeline hygiene, forecasting accuracy, and revenue analytics; hold the organization accountable to consistent commercial cadences
• Drive alignment between revenue operations and the broader commercial team to optimize lead flow, sales cycle velocity, and conversion rates across segments
• Sponsor technology and automation investments that improve sales team productivity and client success capacity without adding headcount proportionally
• Ensure revenue operations maintains strong connectivity with Marketing, Finance, and Legal to support seamless handoffs and end-to-end revenue cycle integrity
• Lead the client implementation function, ensuring new clients are onboarded on time, on budget, and in a manner that sets the relationship up for long-term success
• Establish scalable implementation processes and playbooks that reduce time-to-value for new clients while maintaining exceptional quality standards
• Drive continuous improvement in implementation capacity, tooling, and team development to support business growth without sacrificing client experience
• Ensure tight coordination between implementation, sales, and client success so that handoffs are seamless and client expectations are consistently set and met
• Build, develop, and inspire a high-performing commercial organization across all functions; foster a culture of accountability, collaboration, and continuous improvement
• Transform the commercial org to reflect best-in-class practices for a scaling health plan, including team design, spans of control, and hiring for future growth
• Navigate complexity and ambiguity with confidence — making sound decisions quickly and guiding the team through change with clarity and purpose
• Serve as an active and engaged member of the senior leadership team; contribute to company strategy beyond the commercial function
• Partner closely with Finance, Operations, Clinical, Marketing, and Legal to ensure commercial objectives are well-integrated with enterprise priorities

Chief Commercial Officer

Compliance

• Own and execute all CMS Section 111 mandatory insurer reporting obligations
• Manage RxDC reporting under the CAA
• Prepare and submit annual PCORI fee filings
• Administer the Gag Clause Prohibition Attestation process
• Develop and maintain Preferred Networks disclosures
• Serve as the internal SME on No Surprises Act compliance
• Monitor and maintain compliance workflows

Claims Compliance Manager

Director

• Own the day-to-day operational performance of the claims department, including direct oversight of Claims Managers, Supervisors, SMEs, and Sr. Examiners
• Support the strategy and execution of a roadmap to drive auto-adjudication rates
• Establish, monitor, and enforce inventory management standards and workflows to ensure claims are processed within defined SLAs across all claim types and funding arrangements
• Establish and track key metrics related to claims administration including payment accuracy; use data to set targets and drive continuous improvement
• Create and execute work plans to reduce and sustain optimal inventory levels, including resource planning, overtime management, and capacity forecasting
• Develop and own the claims department's client experience strategy, ensuring that operational execution consistently reflects Centivo's service commitments and differentiators
• Establish feedback loops with client-facing teams to identify recurring claims impacting client satisfaction and translate findings into operational improvements
• Serve as the claims operational owner of the system transformation from Javelina to HRP, partnering with Technology, Implementation, and Product teams to ensure a successful transition
• Ensure claims processing continuity and quality throughout all phases of the transformation, with minimal disruption to SLAs, client commitments, and member experience
• Partner with Quality and Training teams to design and maintain a curriculum that ensures consistent application of benefit plan knowledge, adjudication standards, and compliance requirements across all claims staff
• Establish proficiency standards and competency checkpoints for all claims roles; use quality audit data and performance metrics to identify training gaps and adjust programs accordingly
• Own the prioritization of claims projects and client needs, balancing competing demands across operational improvement initiatives, system transformation workstreams, and time-sensitive client escalations; communicate prioritization decisions clearly to leadership and cross-functional partners to ensure alignment and appropriate resource allocation
• Represent the claims organization in cross-functional meetings, vendor discussions, client calls, and provider engagements, serving as the operational authority for claims-related topics and ensuring that commitments made externally are realistic, documented, and handed off effectively to the appropriate internal and external stakeholders
• Lead a structured root cause analysis (RCA) program to identify, categorize, and resolve the underlying drivers of claims errors, including configuration issues, examiner knowledge gaps, system limitations, and process breakdowns
• Partner with Quality, Configuration, and Product teams to close the loop on identified error trends, ensuring fixes are implemented, validated, and sustained over time
• Drive continuous improvement in claims processing workflows, identifying manual touchpoints, redundant steps, and pend patterns that create friction and delay; redesign processes to reduce waste and improve throughput
• Identify opportunities for process automation, workflow optimization, and technology leverage to improve scale and reduce unit cost in claims operations
• Collaborate with Plan Configuration, Stop Loss, Quality, Provider Operations, and Member Operations teams to resolve cross-functional dependencies and drive aligned outcomes
• Translate VP-level operational strategy into department-level goals, plans, and priorities; cascade direction clearly to managers and hold teams accountable for execution
• Directly manage Claims Managers and provide coaching, performance feedback, and development support aligned to Centivo's leadership behaviors
• Set clear performance expectations, establish measurable goals aligned to organizational priorities, and hold direct reports accountable for results
• Model and reinforce Centivo's leadership skills and behaviors — Communicate, Clarify, Coach, and Connect — through daily interactions and team management practices
• Foster a culture of accountability, execution rigor, and psychological safety within the claims department

Claims Director

Analyst

• Create and maintain a capacity plan for the contact center that includes short and long-term workload forecasts, including providing staff allocations required to meet the contact center goals.
• Ensure Service Level targets are managed and achieved.
• Prepare insight-driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency.
• Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re-forecasting to make necessary adjustments in staffing plans to achieve service level goals and business objectives.
• Compare Key Performance Metrics (KPIs) on a daily, intra-day, weekly, monthly, and annual basis to understand the root cause of variation.
• Support the Centivo Member Care Team using data and root cause analysis make recommendations to process changes to improve SLAs and improve operational efficiency.
• Collaborate with end-users and operational partners to identify business needs and ensure implementations meet business requirements and address prioritized needs.
• Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center.

Senior Analyst, Member Care Analytics

Product Manager

• Partner closely with Commercial teams to identify, assess, and prioritize market growth opportunities that align with company goals.
• Translate market insights and customer/partner feedback into product proposals that deliver measurable business value.
• Define clear objectives, success metrics, and user outcomes for each initiative.
• Act as the engaged architect for initiatives spanning external user experiences and internal systems.
• Collaborate with Technology and Operations leads to refine project scope, estimate level of effort, and plan feasible delivery approaches.
• Produce high-level requirements, identify dependencies and define acceptance criteria for approved projects to ensure Technology & Ops teams have complete context to take ownership of execution.
• Continuously clarify scope and priorities with engineering and operational partners throughout build cycles and support go-live planning as needed.
• Maintain transparent communication with stakeholders across Product, Technology, Operations, and Commercial organizations.
• Create and present proposals, roadmaps, and impact assessments to senior leadership.
• Surface trade-offs between business goals, technical constraints, and operational impact to inform prioritization decisions.

Manager

• Ensure claims, appeals, and adjustments are processed accurately and in accordance with benefit plans, pricing agreements, authorizations, and regulatory requirements, intervening as needed to resolve issues and escalations.
• Oversee and manage claim inventory against established service-level agreements (SLAs), setting priorities for team members.
• Direct, coach, and develop staff, ensuring proper application of client benefit plans and achievement of quality and production standards; establish and monitor performance plans for team members falling below expectations.
• Establish clear accountability for training and onboarding outcomes, ensuring skill development is treated as essential to core operations.
• Lead the development and refinement of operational and quality KPIs across CMAS functions, with particular focus on day-to-day performance, appeals timeliness, and regulatory compliance.
• Review, analyze, and report on operational performance, including claim inventory, production volumes, turnaround lag, and quality metrics, and communicate trends and risks to department leadership.
• Develop and execute work plans to reduce claim inventory and improve service performance, including oversight of overtime usage to ensure cost effectiveness.
• Identify and drive process improvement opportunities, including workflow standardization, automation, and AI-enabled enhancements, to improve efficiency, quality, and turnaround times.
• Oversee the development and enforcement of policies and procedures to ensure claim standards are administered consistently; monitor team compliance and address gaps.
• Set team goals aligned with departmental and organizational priorities, providing ongoing feedback and formal performance evaluations to support individual growth and accountability.
• Maintain accountability for team morale and engagement, fostering collaboration by involving staff in problem-solving and solution design.
• Serve as the CMAS liaison on projects and initiatives, including claims testing and support for system implementations or upgrades.
• Partner cross-functionally to support client issue resolution and implementation efforts, ensuring CMAS considerations are incorporated into broader claims workflows.
• Act as a point of contact as needed for clients, vendors, or providers requiring CMAS relationship ownership.
• Perform other duties as deemed essential and necessary.

Claims Manager – Management Ancillary Support

• Maintain a process for identifying potential specific claimants within each client’s utilization data
• Manage specific and aggregate claim submission processes, acting as liaison between Centivo and its stop loss carrier partners
• Ensure new carriers have Non-Disclosure Agreements in place before sharing any client data
• Provide stop loss carrier with necessary information required for claim reimbursement consideration and appeal submissions
• Request changes to stop-loss policy and/or client SPD as needed to ensure seamless coverage
• Participate in internal workgroups and task force(s) as needed to successfully implement stop loss administration in claims system
• Analyze stop-loss policies against the quote, application, and plan document for accuracy and agreement
• Create and deliver monthly reports to carriers, including Aggregate Accommodations and Year-End Aggregate Filings
• Schedule and automate recurring reporting tasks to meet internal and carrier-specific goals
• Generate timely and accurate financial data for monthly report submissions
• Proactively reviews weekly reports to identify potential high-cost claimants
• Participate actively in team and department meetings on stop loss administration process and client/product implementation planning
• Ensure stop loss industry knowledge is current, bringing forward ideas and recommendations to ensure Centivo has competitive position in the marketplace
• Convey renewal information for stop-loss rates internally within Centivo
• Utilize developed understanding of all aspects of operational functions to efficiently perform to the established service standards as related to renewals and client service
• Elevate client issues and concerns to appropriate Manager, Client Services and/or Account Management
• Performs other miscellaneous projects, assignments, and duties as assigned by management