Sr. Customer Success Strategist/Specialist (Remote
Company: Change Healthcare
Location: Madison
Posted on: April 9, 2021
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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
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