Customer Success Manager Job Vacancy in Change Healthcare Montana – Latest Jobs in Montana
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Company Name : Change Healthcare
Location : Montana
Position : Customer Success Manager
Job Description : Customer Success Manager
Overview of Position
The Customer Success Manager will be the accountable driver of effective relationships and ensure the successful implementation of programs for designated clients in the Member Engagement business unit. The role is responsible to understand the client’s goals, operational environment, and constraints, and innovates service and operational solutions to achieve those goals.
What will be my duties and responsibilities in this job?
Initially evaluate scope, obtain clarification and additional information as needed, and partner with stakeholders and functional leads to define and communicate expectations and requirements for the implementation.
Provide end-to-end ownership, orchestration, accountability for all implementations.
Obtains consent from client and internal stakeholders on the scope, timing, and deliverables of new implementations.
Develop a written implementation project plan detailing the project scope, volumes, timelines, deliverables, and other key details.
Regularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery.
Actively measure, monitor, and ensure the health of the program components from financial, dependency, risk and mitigation, and schedule perspectives.
Clear legal reviews for implementations and enhancements.
Conduct regularly scheduled project updates during implementation and monthly during operational periods, with client and provide timely responses to all non-scheduled client communications.
Perform the configuration of systems within Change Healthcare that are used to support the client operational needs.
Work closely with Product, Technology and Performance Analytics team leads to ensure consistent flow and communication of program implementation needs.
Serve as the gatekeeper for all incoming client data for system ingestion and enablement.
Manage and process documents and sample data files received from clients.
Manage client expectations and serve as the point of escalation for the client and within Change Healthcare.
Partner with leadership across domains to ensure consensus and alignment on program priorities.
Monitor existing implementations and work across organizational functional areas to address issues and optimize outcomes, to promote ongoing client satisfaction through retention and growth.
Proactively track, communicate, and manage monthly billing and reporting deliverables for clients.
Provide high-level quality check for client deliverables prior to delivery.
Update client on product enhancement or new product development.
Track the overall program goals, progress, risks, and mitigations.
Drive implementation of end-to-end process improvements and operational excellence initiatives focused on customer retention, customer delight and operational excellence.
What are the requirements needed for this position?
Bachelor’s degree or equivalent experience preferably in Business, Technology, Finance, Health Administration, or related field.
What critical skills are needed for you to consider someone for this position?
3+ years proven experience in program management, project management or related field.
2+ years leading client implementations and support in the healthcare industry, including independently managing multiple complex projects/initiatives with competing priorities and deadlines.
1+ years of experience with analyzing and synthesizing qualitative and quantitative information, forming opinions with corresponding recommendations, and presenting the results to key stakeholders including executive leadership.
Proficiency with evaluating, benchmarking, and improving business processes.
Intermediate level of proficiency with PC based software (Word, Excel, Access, PowerPoint).
Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders.
Proven problem-solving skills, including balancing multiple priorities, and addressing team and/or prioritization conflicts.
Prior experience facilitating and collaborating with cross-functional teams, business partners and stakeholders.
Articulate, assertive, and persuasive with the ability to adapt communication style and approach to audiences at all levels.
Ability to work independently and be resourceful when confronted with ambiguity.
Strong change management knowledge and/or experience.
Substantial organizational skills and attention to detail, and ability to prioritize/organize/multi- task and meet multiple deadlines.
What other skills/experience would be helpful to have?
Health Plan Marketplace knowledge – familiarity with HEDIS and Star ratings, operations of health plans and current trends in the health plan marketplace, specifically with Medicare & Medicaid products.
What are the working conditions and physical requirements of this job?
General office demands/Home office
Environment Conditions – While performing the duties of this job, the employee does not work in wet or humid conditions (non-weather), work near moving mechanical parts, work in high, precarious places, endure outdoor weather conditions, endure extreme cold or heat (non-weather), or is at risk of electrical shock.
Noise Level – The noise level in the employee’s work environment is usually quiet to moderate.
How much should I expect to travel?
Travel Required – less than 10%.
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.
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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