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What will I be responsible for in this job? (brief summary of the role)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 Revenue Cycle software 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.

Operational Management

• 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.

Customer Engagement

• 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.

Talent Management

• 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.

What are the requirements?

Education/Training –

• 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 –

• 5+ 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

What other skills/experience would be helpful to have?

• 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

How much should I expect to travel?Less than 10% travelEmployees 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!

Colorado Residents Only:

The base pay range for Colorado residents is $56,905.00 - $125,790.00 plus any relevant incentive pay programs that may be aligned to the role. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your base pay, Change Healthcare offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental and vision plans; wellness program; health savings account; flexible spending accounts; 401(k) retirement plan; life insurance; short-term and long-term disability insurance; Employee Assistance Program; PTO; tuition reimbursement; and employee-paid critical illness and accident insurance.

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 (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.