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 Provider Client Advocate role embodies all the Change Healthcare core values in serving our Provider customers. This position is responsible for revenue retention, growth, customer satisfaction, and relationship management across the entire breadth of a customer's engagement with Change Healthcare.
What will be my duties and responsibilities in this job?
Create and drive to completion customer specific revenue retention and growth strategies for customers leveraging customer training and education for customers, assisting with onboarding processes, monitoring transaction volume and engaging customer when below a certain threshold, engaging customers regarding contract renewals, suspensions and cancellations and facilitating issue escalation and resolution.
Serve as customer operational advocate and product subject matter expert for products and processes of customers - from billing issue research and resolution, customer payment outreach, enrollment and product functionality specific issue research and resolution, and acting as a liaison between Sales and customer for pricing and contract discussions.
Coordinate operational and strategic activities internally to improve customer experience and strengthen corporate processes across Onboarding, Support, Sales, Customer Experience, Business Intelligence, Product, IT, Customer Communications, Billing, & Finance.
Responsible for customer satisfaction and increase of customer NPS scores.
Responsible for customer's issue research and resolution. Coordinates with internal team members to identify and implement the best solution in a timely manner. Uses rigorous logic and methods to solve difficult customer problems with effective solutions.
What are the requirements needed for this position?
Associate Degree in a related area of study or High School diploma or equivalent experience.
2+ years of healthcare account management/project management experience with a minimum of 3 years working with the Revenue Cycle with large health care organizations or large enterprise-wide healthcare software systems.
Proven track record of successful management, service, and/or revenue retention activities for complex customers or projects.
Professional and effective communication skills required including comfort with conversations that create clarity and improve collaboration at all levels within complex and diverse organizations.
Prior client management experience and proven track record of client satisfaction
What other skills/experience would be helpful to have?
Must be able work with a high-volume environment and be able to manage 90 clients
Working knowledge of healthcare information systems
Proficient at executing when experiencing multiple competing priorities
Strong interpersonal and communication skills
The ability to build relationships across the organization and collaborate as necessary to accomplish goals
Maintain SME level industry and product knowledge
Experience with Salesforce, Siebel, Qualtrics, Contract Administration, or SharePoint a plus.
What are the working conditions and physical requirements of this job?
How much should I expect to travel?
Willingness and ability to travel up to 10% of the time- Current State -We are all working virtual
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.
This is a virtual role
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/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.
If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to email@example.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.
Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.
Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.