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Manager of Customer Support

Job ID R26706

Location

Bridgeton, Missouri, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, Nevada, New Hampshire, Oregon, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Oklahoma, Alabama, Alaska, Arizona, Arkansas, Connecticut, Washington, DC, Delaware, Florida, Georgia, Idaho, Illinois, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio Bridgeton, Missouri, United States of America; VIRTUAL, Pennsylvania, United States of America; VIRTUAL, Rhode Island, United States of America; VIRTUAL, South Carolina, United States of America; VIRTUAL, South Dakota, United States of America; VIRTUAL, Tennessee, United States of America; VIRTUAL, Texas, United States of America; VIRTUAL, Utah, United States of America; VIRTUAL, Vermont, United States of America; VIRTUAL, Virginia, United States of America; VIRTUAL, Washington, United States of America; VIRTUAL, West Virginia, United States of America; VIRTUAL, Wisconsin, United States of America; VIRTUAL, Wyoming, United States of America; VIRTUAL, Massachusetts, United States of America; VIRTUAL, Michigan, United States of America; VIRTUAL, Minnesota, United States of America; VIRTUAL, Mississippi, United States of America; VIRTUAL, Montana, United States of America; VIRTUAL, Nebraska, United States of America; VIRTUAL, Nevada, United States of America; VIRTUAL, New Hampshire, United States of America; VIRTUAL, Oregon, United States of America; VIRTUAL, Indiana, United States of America; VIRTUAL, Iowa, United States of America; VIRTUAL, Kansas, United States of America; VIRTUAL, Kentucky, United States of America; VIRTUAL, Louisiana, United States of America; VIRTUAL, Maine, United States of America; VIRTUAL, Maryland, United States of America; VIRTUAL, Oklahoma, United States of America; VIRTUAL, Alabama, United States of America; VIRTUAL, Alaska, United States of America; VIRTUAL, Arizona, United States of America; VIRTUAL, Arkansas, United States of America; VIRTUAL, Connecticut, United States of America; VIRTUAL, District of Columbia, United States of America; VIRTUAL, Delaware, United States of America; VIRTUAL, Florida, United States of America; VIRTUAL, Georgia, United States of America; VIRTUAL, Idaho, United States of America; VIRTUAL, Illinois, United States of America; VIRTUAL, New Jersey, United States of America; VIRTUAL, New Mexico, United States of America; VIRTUAL, New York, United States of America; VIRTUAL, North Carolina, United States of America; VIRTUAL, North Dakota, United States of America; VIRTUAL, Ohio, United States of America

Date posted 05/10/2022

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Applicant Data Privacy And Protection Notice

Manager of Customer Support

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

The Manager of Customer Support is responsible for maintaining a high level of client satisfaction for the clients assigned to the Team.  The Manager leads the Team to ensure SLAs are met, realistic expectations are established and achieved, and assists the Team Members with their skills and knowledge development. The Manager assists the Team with qualifying, investigating and resolving client issues.  He/she identifies and implements long-term solutions resulting from the resolution of current issues.   Provides staffing plans to manage the customer service organization. Responsible for the employment, promotion, salary reviews, counseling and discipline of assigned employees.

Responsibilities:

  • Provide day to day team leadership to motivate and ensure that all OKRs and service metrics, such as quality, productivity and customer satisfaction performance standards, are achieved
  • Responsible for the employment, promotion, salary reviews, mentoring, counseling and discipline of assigned employees
  • Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.  Approves financial expenditures to a certain level of authority
  • Address escalations from internal and external customers
  • Communicate changes, updates, and outstanding global issues to the team
  • Ensure appropriate level of support for the ongoing performance of the team
  • Work across functions with peers in other groups and departments to ensure collaboration for shared goals
  • Ensure that the product knowledge and skill levels of the Team members are kept current with new technologies, services and changes to the existing environment.
  • Provide ongoing coaching and feedback and recommends training and development plans to ensure management and employee development, consistent with the promotional opportunities available and individual employee career objectives.

Job Qualifications:

  • Effective performance coaching & counseling skills
  • Results-oriented, innovative, but practical approach
  • Outstanding interpersonal skills & personal flexibility
  • Ability to adapt to change
  • Possess ability to multi-task in a deadline-oriented environment
  • Carry out responsibilities using highly ethical behavior

Additional Preferred Qualifications:

  • 2 years supervisory experience
  • Excellent Communication skills: Interpersonal, Presentation and Written
  • Strong Computer Skills (Microsoft Office Suite)
  • Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities
  • Strong leadership, planning, & organizing skills
  • Effective performance coaching & counseling skills
  • Solid understanding of the healthcare industry

Education:

  • Bachelor's degree preferred

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! 

#li-remote

Diversity and Inclusion:

•At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
•Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at https://careers.changehealthcare.com/diversity

Feeling Inspired? Ready to #MakeAChange? Apply today!

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, when job-related and consistent with business necessity, we may require periodic testing for certain roles. 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.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.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.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Applicant Data Privacy And Protection Notice

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Talent Acquisition Process

Apply

Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.

Review

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.

Interview

Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.

Offer

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.

Onboarding

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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