Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.
 
If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. 

Empower Your Future. Make a Difference.

Here at Change Healthcare, we’re creating a strong and more efficient healthcare system, and we want motivated and passionate people to help us continue to bring new and innovative ideas to life. It takes teams of talented individuals working together to accelerate our journey toward improved lives and healthier communities and really make an impact.

If you’re looking to maximize your potential and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Our core values to Pursue Purpose, Champion Innovation, Earn Trust, Be Agile, and Include All drive everything we do. Are you ready to join our cause and Make a Change?

Director, Client Experience – InterQual Team

The Director, Client Experience is responsible for leading a group of up to a dozen Senior Client Executives (SCEs) whose focus is to maximize the value realization and other financial objectives for a specific set of CHC products/solutions. This leader is responsible for developing and maintaining a Client Experience Team that ensures collaboration and coordination with the horizontal VPs and/or AVPs, Business Units, Sales Teams, and all internal partners. The incumbent will leverage the team to provide a collective “voice of the customer” to the aligned BU in support of but not limited to areas such as how effectively the client is utilizing the solutions, assessing training and re-training needs, identifying add-on/up-sell opportunities to enhance the solution. The incumbent’s team will support the product and service owners regarding new product features that tie to multiple client needs or pain points, capacity planning and overall client satisfaction.

Strategic planning across the entire book of business for a designated product/solution set, retention and growth. Accountable for defining and owning strategic account planning and deployment across the entire range of the specific products and services owned by the General Managers (GM’s) supported by the incumbent.

What will be my duties and responsibilities in this job?

• Team Leadership (50%)
• Account Management (25%)
• Collaboration with Key Stakeholders (25%)
• Driving expansion of assigned accounts based on the financials contained in the 3-year Long-Range Plan.
• Working across various GM business lines and solutions.
• Serving as the single point of contact responsible for specific internal and external oversight of payer market channel for Change Healthcare’s payer products and solutions with retention and growth of the product lines as the primary objectives. 
• Acting as the client’s advocate within CHC to ensure the client receives the appropriate amount of attention and added value. Develops long-term relationships with assigned clients, connecting with key business executives and stakeholders. 
• Building strong relationships with Sales leaders and reps, establishing coordination between Sales and Account Management on key activities and creating renewal support strategies.
• Working with budgets and clients’ success matrix and having P&L ownership. 
• Ensuring strategic collaboration and coordination with the horizontal VPs and/or AVPs, Business Units, Sales Teams, and all internal partners to guarantee the best overall client experience.
• Facilitating the meeting of the key leader counterparts to deepen the overall relationship. Involves CHC resources from the SLT to service delivery teams as needed to problem solve, collaborate and/or otherwise ensure client performance objectives and expectations are met. 
• Becoming an expert on the client’s business in the context of the overall health care industry.
• Understanding how the client differentiates itself in markets and creates client value and how the CHC portfolio can support/maximize their differentiation.
• Overseeing regular joint strategic account planning and business reviews (Road maps, innovation, etc.) and tactical activities (governance, performance objectives, critical milestones) to ensure client needs and expectations are met.  Proactively and continually assesses, clarifies and validates short term needs and long-term client objectives. Directs client to solution development efforts to address client needs.

What are the requirements needed for this position?

• Bachelors degree; Master’s degree preferred
• Minimum 7 years of experience working with large health plans.
• A minimum of 5 years in a client, strategic partner or supplier facing role including experience in strategic account management or strategic consulting in healthcare payer business, healthcare technology products and services business or healthcare payer operations and a proven ability to achieve retention, satisfaction and growth targets.
• Related Market Expertise with strong knowledge of account management methodology, planning, process optimization and data analysis.
• 5 years of progressive experience managing others preferred and track record of achievement with experience guiding and developing others through periods of change preferred.

What other skills/experience would be helpful to have?

• Deep subject matter expertise in the product/solutions set managed, particularly as used by health plans in support of operational goals. Adaptive, collaborative, expedient with his/her team & internal partners.
• Ability to demonstrate thought leadership in Healthcare across multiple channels and become a trusted mentor and coach to a team of client executives and to internal and external senior business decision makers.
• Strong competencies in these areas for leadership and management: interpersonal skills, delegation, team building, conflict resolution and decision making.
  • Ability to develop and deploy the strategy that drives customer partnership, revenue growth and retention
  • Customer centric with the ability to adjust plans and actions to meet changing market and/or customer needs and ability to put creative deals together to drive business growth
  • Demonstrated ability to lead teams to exceed goals with results-oriented style, high degree of analytical ability and proven problem-solving skills including ability to manage a team, recruit and retain top talent, build consensus, and rally members to achieve results
  • Highly organized and proficient at executing when experiencing multiple competing priorities
  • Ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility, and drive to create real and measurable business results
  • Strong interpersonal and communication skills with an open, honest and direct communication style and ability to build relationships across an organization to accomplish goals
  • General knowledge of Microsoft Office, Salesforce, Pivotal or other CRMs and healthcare information systems
• Willingness to engage in both tactical hands-on work and strategic work as needed to manage and complete priorities

How much should I expect to travel?

• Willingness and ability to travel up to 50% of time

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! 

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.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.