Principal Program Manager - Customer Success

Overview

Principal Program Manager is a senior individual contributor who partners with organizational and client leadership, and client executives to ensure successful delivery for Cotiviti’s largest and most strategic clients. The role manages a portfolio of one or more of the complex HEDIS/Quality, Encounter Submission, EDI Processing, and/or Risk Adjustment programs (Health Enablement portfolio) and serves as the primary point of accountability for client delivery. This leader uses deep healthcare and program management expertise to provide high-quality service, improve operational delivery across the client portfolio, lead cross-functional initiatives, and mentor other Program Managers.

Responsibilities

Accountable for ensuring the successful delivery of products and services to Cotiviti's clients within Health Enablement portfolio, partnering closely with assigned Client Executives, Product Owners, Operational teams, and cross-functional teams across the organization.

Serve as the primary liaison for complex or high-visibility client engagements, resolving issues independently without requiring leadership escalation.

Produce and manage documents related to client projects, calls, meetings, special initiatives, and follow up.

Interact directly with client stakeholders to drive client satisfaction, retention, and product adoption in support of managed portfolio solutions and other strategic initiatives.

Fully accountable for ensuring that open issues are managed in a timely manner and that no key milestones are missed across a complex, multi-client portfolio.

Responsible for tracking and reporting on client SLAs, and for identifying trends across the portfolio that inform broader process improvements.

Identify issues and obstacles that may hinder success and proactively drive the appropriate Cotiviti resources to correct these issues.

Identify and lead projects and process improvements that streamline program management operations.

Mentor and develop Associate Program Managers, Program Managers, and Senior Program Managers, providing guidance on complex client and project management scenarios.

Serve as a subject matter expert on select Health Enablement products and services, providing guidance and best practices to the client and broader Program Management team.

Handle remote project collaboration to execute milestones/tasks.

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.

Qualifications

Bachelor's degree required; relevant Master's degree preferred.

10+ years of healthcare industry experience with a health plan, TPA, or vendor supporting claims processing, encounter submissions, and risk adjustment programs.

Strong expertise in one or more areas of Health Enablement portfolio (HEDIS/Quality, Encounter Submission, EDI Processing, and/or Risk Adjustment programs. For Encounter submissions, strong experience in healthcare claims processing workflows, including Medicare, Medicaid, ACA data, and platforms such as FACETS, QNXT, and SAP ECC.

A minimum of 8 years of client/program management experience leading large, complex, or strategic accounts, with demonstrated success managing multiple clients, cultivating executive relationships, and independently resolving escalations.

Proven ability to handle stressful situations, multiple tasks, and deadline pressures across a complex portfolio.

Must possess outstanding presentation and communication skills with proven success in preparing and delivering presentations that convey information critical to the audience while adjusting to meet changing audience needs.

Must possess the ability to interact easily and appropriately with internal and external individuals with a professional demeanor.

Must possess the ability to follow up on outstanding tasks/deliverables.

Demonstrated leadership experience mentoring program managers and influencing cross-functional, matrixed teams to execute strategic initiatives and drive organizational alignment.

Must possess excellent computer skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Well versed in Software as a Service (SaaS) distribution models.

Formal training and certification in enterprise project management methods preferred (PMP or equivalent certification).

Cognitive / Mental Requirements

• Communicating with others to exchange information.
• Problem-solving and thinking critically.
• Completing tasks independently.
• Interpreting data.
• Making timely decisions in the context of a workflow.
• Maintaining focus.
• Assessing the accuracy, neatness and thoroughness of the work assigned.

Learning new tasks and completing tasks in situations that have a speed or productivity quota.

• Remembering and adhering to processes and protocols.
• Applying established protocols in a timely manner.

Physical Requirements and Working Conditions

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• No adverse environmental conditions expected.
• Must be able to provide a dedicated, secure work area.

Must be able to provide high-speed internet access / connectivity and office setup and maintenance.

Travel, up to 20%.

Base compensation ranges from $152,000 to $182,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for a discretionary bonus.

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.

Date of posting: 9/25/2026

Applications are assessed on a rolling basis. We anticipate that the application window will close on 10/25/2026, 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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