Sr. Customer Success Strategist/Specialist (Remote

Company: Change Healthcare
Location: Madison
Posted on: April 9, 2021

Job Description:

As always, but especially during the COVID-19 outbreak, Change Healthcare is committed to the safety and security of our employees, their families, and our communities. We have implemented remote work for most of our workforce through at least July 16, 2021, expanded our benefits to aid affected team members and their dependents, and launched an internal portal for ongoing communications related to COVID-19. Similarly, we are also working to keep our applicants safe throughout the interview and hiring process as we continue to pursue essential roles. As such, Change Healthcare has limited travel and implemented virtual/video interview and onboarding process to align with best practices in safety. Sr. Customer Success Strategist/Specialist (Remote) R19071 Madison, Wisconsin - Additional locations 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. Overview of Position As a Senior Customer Success Specialist, you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across Change Healthcare to show benefits of and opportunities presented by clinical decision support. The ideal candidate will be as passionate about decision support solutions as they are about providing an exceptional experience for every customer and are motivated by shared success. We're looking for a driven team member who is interested in using their customer relationship, organization, and technical skills to help us achieve our goal of being a trusted and valued partner for our customers and help Change Healthcare make long lasting, positive changes in the healthcare industry.

You will own the post-implementation relationship and experience between CareSelect 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 rapport with customers. You are equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details. The CSS is a first point of contact for issue resolution who can also proactively identify and resolve customer needs, both independently and in coordination with other CareSelect team members to ensure needs are addressed in a complete and timely fashion.

What will be my duties and responsibilities in this job? Establish and maintain strong relationships with assigned customers. Plan and develop optimization plans with customers 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 customer in relation to issues and enhancements. Works cross-functionally within all functional areas of the organization to ensure deliverables are met and to promote client customer satisfaction. Work with customer leadership to proactively identify issues and plan optimization work, including upgrades and new feature implementation. Use data available to show customer value of the product. Delivers strategically-relevant analytics to show customer value of CDS product. Communicate on a regular basis with the customer to ensure optimization plans and objectives are on track and met. Identify and resolve issues that arise, engaging customer analyst/build team members as needed Performs updates to the configuration and content of CDS as needed and agreed upon with the customer. Manage and facilitate processing of documents and sample data files received from customers. Track and update build within CareSelect platform based on customer request.-- 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. Perform leadership role on Customer Success team by owning key processes or integration features.-- Work with the implementation and technical services teams to continue to improve tools and process. Serves as a point of escalation for the customer within Change Healthcare. Focus on efficiency and high impact work. Contributes to the ideation, development and productization of CDS enhancements.
What are the requirements needed for this position? 5-8 years' work experience in Healthcare IT, clinical role, and/or customer implementation and support in the healthcare services industry. Knowledge of EMR workflow, highly preferably in Epic. 3+ years' experience managing complex, high profile customer accounts. Bachelor's degree or equivalent work experience preferred. Detail oriented with strong project and task management skills. Strong customer service skills and background. Proficient in Microsoft Office products, especially Excel. Advanced reasoning and problem-solving proficiency. Advanced interpersonal, written and verbal communication skills with proficiency in a variety of settings and audiences. What are the working conditions and physical requirements of this job?-- Work from home environment How much should I expect to travel? No Travel Required Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! 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. Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. 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. Job Alerts Don't see the role you're looking for or not ready to apply yet? Sign-up to get the latest opportunities at Change Healthcare.

Keywords: Change Healthcare, Madison , Sr. Customer Success Strategist/Specialist (Remote, Other , Madison, Wisconsin