Change Healthcare Product Support Manager in Olympia, Washington
Product Support Manager
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 Product Support Manager is responsible for the leadership and management of one or more products/teams that support customers utilizing the Change Healthcare suite of medical network solutions. This leader will ensure various service channels are appropriately staffed to meet/exceed established operational metrics and customer expectations and will mentor analysts to succeed in current role or prepare for future career path endeavors. This hands-on manager will lead by example and will be heavily involved with not only leadership tasks but will possess the skills to assist and interact with day-to-day operations to ensure successful outcomes for our teams and customers.
Oversee all aspects of the product support team.
Maintain appropriate staffing levels, manage schedules, overtime.
Establish and maintain process workflows, best practices, SOPs to drive employee productivity.
Prepare and analyze various monthly/quarterly business performance metric reports related to employee performance and customer satisfaction.
Track and monitor daily workload to ensure client SLA and operational expectations are met.
Prepare presentations as necessary.
Champion new initiatives and act as a catalyst for change.
Oversee or directly engage with customer escalations, working with the customer, GTOC, technology teams as necessary.
Attend customer meetings and/or conference calls as appropriate.
Monitor and measure customer satisfaction.
Hold recurring 1x1 meetings with each team member.
Ensure OKRs/KPIs are in place for each employee, reviewed on a regular basis.
Coach/mentor each employee towards success and completion of goals.
Identify and training needs/gaps for team, plan as needed.
Lead the interviewing and onboarding process for new team members.
Minimum Job Qualifications:
4-year degree in business or related field or equivalent experience
Strong customer service skills
Excellent analytical, communication, and computer skills
Ability to multi-task to complete project work
Advanced computer skills required (see Preferred Qualifications below)
Business Experience –
3+ years relevant experience in a business-related area.
Healthcare experience with an understanding of product support and product management
Must have experience working on cross functional projects that involve all levels of management
Strong attention to detail
Knowledge and experience with ANSI X12 file formats a plus
Knowledge of CRM or call center environment a plus
Quality Assurance experience a plus
Computer Skills and Skill Level Required
Microsoft Word – Advanced User
Microsoft Excel – Intermediate User
Microsoft PowerPoint – Advanced User
Microsoft Visio – Intermediate User
Microsoft Access – Intermediate User
Adobe Acrobat – Intermediate User
- Office or work from home setting, no travel required
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 j ob-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 firstname.lastname@example.org 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 (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .
Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.
Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
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