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Senior Customer Success SpecialistOverview of PositionAs a Senior Customer Success Specialist, you will be the technical advocate for each customer, guiding them along a path to success and engaging resources across CareSelect to show benefits of and opportunities presented by clinical decision support. The ideal candidate will be as passionate about CareSelect 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. This is a remote position.What will be my duties and responsibilities in this job?Establish and maintain strong relationships with assigned customers.
Be the first line support for troubleshooting connectivity and build-related issues for Epic integrations of CareSelect
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.
Work cross-functionally within all functional areas of the organization to ensure deliverables are met and to promote client customer satisfaction.
Work with Customer Success strategist and customer leadership to proactively identify issues and plan optimization work, including upgrades and new feature implementation.
Identify and resolve issues that arise, engaging customer analyst/build team members as needed
Manage technical projects like content updates, and feature implementations from start to finish
Performs updates to the configuration and content of clinical decision support 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.
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?Bachelor’s degree or equivalent work experience
3+ years of work experience in Healthcare IT, clinical role, and/or customer implementation and support in the healthcare services industry
Experience in project and task management skills
Experience in providing extensive customer service to high level customers
Proficient in Microsoft Office products, especially Excel
What other skills/experience would be helpful to have?Advanced interpersonal, written and verbal communication skills with proficiency in a variety of settings and audiences
1-3 years experience managing complex, high profile customer accounts
Detail oriented
What are the working conditions and physical requirements of this job? This is a remote - General Office DutiesHow much should I expect to travel?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. #IWork4CHNG#ChangeHealthcareCareers#HiringNow#RemoteWork#WorkFromHome#HealthcareTechnologyJobs#SoftwareAnalyticsatCHNGJoin our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! COVID MandateAs a federal contractor, Change Healthcare is adhering to the Executive Order which mandates vaccination. As such, we are requiring all U.S. new hires and employees to show proof of being fully vaccinated for COVID-19 or receive an approved accommodation by their date of hire, as a condition of employment. As we continue to navigate the ever-changing COVID-19 pandemic, we remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. Proof of vaccination or accommodations requests will be collected once an offer is accepted with Change Healthcare. All accommodation requests will be carefully considered but are not guaranteed to be approved. 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/OFCCPEEOSupplementFinalJRFQA508c.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%20EnglishformattedESQA508c.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.
