Change Healthcare Product Support Analyst in Nashville, Tennessee
Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.
As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life. If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.
Empower Your Future. Make a Difference.
The Direct Care /Customer Service Analyst is a customer support position that works under limited supervision to complete the myriad tasks necessary to support the Assurance and Clearance services of the Software & Analytics business unit. This position requires a thorough understanding of end-to-end revenue cycle and requires the ability to work independently as well as in a team environment. This role requires a self-motivated and goal-oriented individual, using detailed instructions to complete the job responsibilities. Additionally, this role provides dedicated account leadership, coordination, and oversight to a very high revenue and/or strategic growth customer(s). This is a highly visible role within the company, supporting the growth and retention of our most valued and highest profile customers. Your focus will be on building both technical and personal relationships with Change Healthcare’s most important customers as well as developing partnerships with internal parties. You will own the post-implementation relationship and experience between Change Healthcare and our customers, driving value realization and cultivating cycles of continuous improvement. You are an expert relationship builder with a successful track record of building trust and rapport with customers and team members. You are equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details. Likewise, your technical proficiency makes you and expert on the Change Healthcare products and their use in the customer environment.
This role requires strong communications skills and imaginative, bold thinking in all situations. At times, you must be able to lead teams comprised of various internal resources, partners, and customer resources. The role requires that you display executive presence and confidence to manage executive relationships internally and with the customer.
What critical skills are needed for you to consider someone for this position?
Ability to quickly learn and internalize processes that are subject to change
Ability to manage multiple competing priorities
Some experience with inventory management and maintaining strict turnaround times
Intermediate skill level using Microsoft Office Suite (specifically Outlook, Word, and Excel)
Experience with health insurance payer's claims platforms/systems
Knowledge of HIPAA regulations/requirements
Experience with data management/analysis
Strong project and task management skills
Strong customer service skills and background.
1-3 years’ experience managing complex, high profile customer accounts.
Communicate consistently with executive management regarding key escalations and priority issues.
A proven track record demonstrating good business judgment, an ability to make decisions, and a passion for excellence.
Proven ability to establish rapport, credibility and relationships at all levels within an organization
Demonstrated ability to manage large / strategic healthcare clients
Must be detail oriented, organized, ability to multi-task and work independently
Ability to demonstrate supportive relationships with peers, clients, partners, and corporate management
Good technical skills; proficient with Microsoft Office Suite
Excellent presentation and verbal and written communication skills, including effective reporting of operations, issues and performance.
Excellent people and influencing skills, with an ability to partner with a dynamic leadership team and navigate enterprise politics and matrixed relationships.
Possess personal qualities of integrity, credibility, and commitment to Change Healthcare’s Vision and Values
Responsibilities include, but are not limited to:
Review, investigate, analyze, and resolve key issues at the provider and client level
Complete testing on new process deployments and provide sign off
Identify and pursue process improvements which result in operational efficiency
Serve as industry and technical resource and subject matter expert
Collaborate, coordinate, and communicate across disciplines and departments
Ensure compliance with HIPAA regulations and requirements
Attend client meetings; onsite as needed
Train and mentor others on the team
Provide single point of contact for escalated customer issues
Document, track, and support compliance with Service Level Agreements
Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools.
Perform regular tailored customer account reviews to discuss customer performance metrics (Service Level Agreement, Customer satisfaction); Ensure systematic data-oriented efforts to improve consumer and/or client services
Drive issue resolution using standard process/procedures in coordination with supporting resources
Ensures contractual support service deliverables are understood and managed effectively
Proactively own and manage service delivery for high-visibility and high-touch customer relationships
Understand short and long-term customer goals and objectives as they relate to revenue cycle management and Change Healthcare
Regularly communicate with assigned account, set expectations and negotiate priorities appropriately
Proactively manage, measure, track, and resolve customer issues to insure their timely resolution
Recognize and resolve systemic issues to prevent them from repeating
Keep the customer informed of key information that may be critical to their success (e.g. product roadmaps, new services, customer events)
Lead projects that directly impact the customer, including process improvement initiatives.
Perform against metrics (Service Level Agreement, Customer satisfaction)
Partner with clients and help them follow best practices and optimize use of Change Healthcare’s services/products.
Advocate for the customer with product and technical teams, including identification of client needs and supporting solutions, including co-creation of new solutions, where necessary. Communicate company priorities and roadmap with team members and customers as appropriate in relation to issues and enhancements.
Work closely with other areas including product development and sales to ensure customer needs are met and feedback is shared. Understand product goals and communicate that with customers.
Work with the implementation and technical services teams to continue to improve tools and process.
Focus on efficiency and high impact work.
How much should I expect to travel?
Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
Equal Opportunity/Affirmative Action Statement
Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf.
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Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.
Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.