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Customer Success Manager - Remote (Anywhere US)
Job ID R28142
Date posted 06/29/2022
Customer Success Manager
Overview of Position
The Customer Success Manager (CSM) is a client-facing role, responsible for the planning, implementation, execution, and successful completion of client risk adjustment & HEDIS projects with a key focus on client satisfaction, retention and growth. The CSM identifies relevant standards, metrics and resources in order to implement and monitor projects while identifying and resolving barriers, recognizing opportunities and risks and communicating project updates through appropriate mechanisms. The CSM builds & maintains strong and effective relationships with client leaders and Change Healthcare internal team members to ensure deliverables are on track to meet contract milestones and requirements, and to meet or exceed client’s expectations.
What will be my duties and responsibilities in this job?
Serve as a subject matter expert on the Chart Retrieval & Clinical Review plat‐form, including interactions with and impacts on adjacent Change Healthcare services.
Build and maintain effective and close partnerships with Client leaders that promote retention, loyalty and support growth
Consult with clients and relevant internal stakeholders to design and deploy a Customer Success strategy that is aligned with SOW and regulatory requirements.
Comprehensively plan, develop, execute, lead and monitor client program implementations and production projects
Support client learning and improvement by partnering with clients, being consultative, sharing best practices, maintaining trust and providing actionable data.
Monitor and track all aspects of the project, including productivity, quality and financial milestones, deliverables, and timelines.
Work cross-functionally within all areas of the organization to ensure client satisfaction, meet deliverables, communicate risks, and implement solutions.
Represent the voice of customer, communicate client requests for product and service enhancements and help develop prioritized enhancements.
Ability to work independently, managing multiple priorities with demanding timelines
What are the requirements needed for this position?
7+ years of experience in Customer Success/Program Management, project management, Risk Adjustment/Quality programs
4+ years leading client implementations and support in the healthcare industry, including independently managing multiple complex projects/initiatives with competing priorities and deadlines
What critical skills are needed for you to consider someone for this position?
5+ years combined experience in HEDIS and/or Payment Integrity/Revenue Cycle/Risk Adjustment, preferably from a managed care environment, Medical Record vendor organization, HEDIS audit organization, NCQA or CMS.
Exceptionally strong communication skills - oral, written, and presentation
MS Office proficiency including advanced Excel (pivot tables)
What other skills/experience would be helpful to have?
Bachelor’s degree or equivalent experience preferably in Business, Technology, Finance, Health Administration or related field
Excellent interpersonal skills – good listener, critical thinking, effective communicator, creative, intellectual curiosity, self-starter & team player.
Problem solver with an entrepreneurial mindset that can effectively manage multiple projects across internal & external stakeholders
Ambitious, yet patient and principled. Committed to excellence, and delivering results in an honest, purposeful way
Organized/disciplined – can plan work and work a plan. Proven self-starter, can manage multiple, competing priorities, able to work and learn independently.
Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels
Proficiency with evaluating, benchmarking and improving business processes
Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders
Substantial organizational skills and attention to detail, and ability to prioritize/organize/multi-task and meet multiple deadlines
What are the working conditions and physical requirements of this job?
General office demands/Home office
How much should I expect to travel?
15% travel requirement
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!
COVID Vaccination Requirements
We remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. As such, we require all employees to disclose COVID-19 vaccination status prior to beginning employment and we may require periodic testing for certain roles. In addition, some roles require full COVID-19 vaccination as an essential job function. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.
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.
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Talent Acquisition Process
Once you apply for a job opening, the Sourcing Specialist or Talent Advisor will review your resume ensuring your background matches the minimum job requirements. Selected candidates will be invited for a phone screen.
Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.
If you're selected, you can expect the Talent Advisor to reach out with specific offer details. During this stage you will be provided with an electronic offer letter and other new hire documents.
Once you've electronically signed your offer, our onboarding team will get you ready for Week 1 and set you up for success! Onboarding tasks may include a background check, drug screening, and other job specific requirements.
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