Customer Communications Specialist Job Vacancy in Change Healthcare Montana – Latest Jobs in Montana
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Company Name : Change Healthcare
Location : Montana
Position : Customer Communications Specialist
Job Description : Customer Communications Specialist
Overview of Position
The Customer Communications Specialist is an adept writer that translates highly technical information into externally-facing communications to help Change Healthcare customers utilize products effectively and maintain daily operations. This role is critical to ensure all externally-facing communication meets industry mandates and security protocols, provides clear communication around product enhancements and changes, and drives continuous improvement. The Customer Communications Specialist plans, develops and implements messaging for incident response, product upgrades, routine maintenance, and other product-related customer communications. Communicates ongoing product or service problems and fixes internally and with customers. Contributes to and uses knowledge base. Reports on product and service problems. Developing professional expertise, applies company policies and procedures to resolve a variety of issues. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships. Normally receives general instructions on routine work, detailed instructions on new projects or assignments. This is an on-call role, including nights, weekends and holidays if needed.
What will be my duties and responsibilities in this job?
Perform daily analysis and management of incidents in support of enterprise-wide efforts for timely, accurate, and thorough customer-centric solutions and communications
Functions as the single point of contact between the Command Center and the Internal and External community for all Critical and Major Incidents.
Respond timely to messages from Command Center (CC) to join bridge calls
Help facilitate the Command Center bridge line as needed
Ensure timely communications to the company
Research, craft, and distribute highly specialized and complex internal/external communications about operational issues impacting customer and employee productivity
Communicates information and impact to senior management and key stakeholders across the business both written and verbally
Establishes a front-end message to control call volume
Creates talking points to help control message from internal employees to customers
Creates flash messages for customer-facing tools/products
Drafts external RCAs after service restoration
Works with the Application/Service Owner and CC to gather current details and craft messages for updates
Participate in weekly on-call rotation – including after-hour, weekend, and holiday support
Manages, maintains, improves day to day business operations communications for clients
Works with software vendor and internal team to create and maintain templates for client communications
Ensures compliance with brand and legal protocol for all communications
Drives creative practices around communications to improve readership
Supports maintenance of database contacts
Assist in developing, and delivering effective and innovative communication copy and materials, including new modes of electronic communication
This is an on-call role, including nights, weekends and holidays if needed
What are the requirements needed for this position:
Bachelor’s degree required and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
3+ years communications experience (email marketing, internal communications, PR, media relations)
Outstanding demonstrated written and interpersonal communication skill set – must exercise extensive grammar and usage knowledge to communicate simply and concisely in written form
Effective critical thinking skills and strong attention to detail, even when managing a variety of projects/tasks simultaneously
Strong analysis ability and must be oriented toward problem solving skills
Excellent time management skills and carry high degree of competence in completing duties in a timely and effective manner
Demonstrable knowledge and understanding of complex systems and processes
Able to direct work and remain calm in stressful situations. Not afraid of conflict, and can influence at all levels
Must be Proficient in MS Office (Word, Excel and Power Point)
Will require relevant business writing samples (3-5 expected)
Will require a writing test
What other skills/experience would be helpful to have?
Familiarity with an email delivery application
Familiarity with AP Style
Adobe Reader, Acrobat
Visio
Remedyforce, Jira
Confluence
SharePoint
Salesforce
What are the working conditions and physical requirements of this job?
General office duties
How much should I expect to travel?
Up to 25% travel. Travel is infrequent. 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.
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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.
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.
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