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Client Services Director, ClaimsXtenOverview of PositionThe Change Healthcare Clinical Claims Management organization is seeking an experienced Director of Client Services to provide service and implementation support across the enterprise. As a valued member of the Clinical Claims Management organization, you will have high visibility and exposure to upper management in supporting a competitive business within the healthcare industry. The Client Services Director is responsible for directing and managing Clinical Claims Management Service Delivery teams, who are responsible for implementing solutions and providing on-going support.Direct the implementation of and compliance with overall strategies and methodologies to drive effective solution deployment and on-going value realization.
Ensure the delivery is based on the analysis of the customer's business goals, objectives, needs, and general business environment, while ensuring adherence with best practices.
Responsible for rolling up projects, evaluating individual and cross-team status, evaluating resources requirements and managing deployment effectively.
Participate in the sales/solution design process to ensure service delivery commitments are well defined and achievable for the team.
Responsible for Customer satisfaction with their assigned service delivery teams and engage in escalation resolution as appropriate.
What will be my duties and responsibilities in this job?Manage a portfolio of client engagements across a broad customer base and geographic territory.
Responsible for prioritizing the work and managing the Service Delivery Teams for implementations and on-going service engagements.
Effectively mitigate risks to ensure effective achievement of business goals
Create capability and capacity strategies to assure appropriate skills and resources are tied to the implementation and service plan
Coordinate with shared resource pools to access resources from the pool and manage capacity across the various implementations and service engagements.
Measure the performance of team members and hold them accountable for their work.
Mentor Service Delivery Team members to develop leadership and other skills.
Maintain metrics for measuring team performance
Maintain an implementation dashboard to inform the leadership team of implementation status and resource challenges
Identify and escalate issues affecting client deliverables.
Acquire and retain key talent resources.
Evaluate roles and role definition to ensure appropriate personnel is filling teams.
Manage or participate in hiring processes to fill gaps and ensure continuity of delivery.
Demonstrate an understanding of business, emerging trends anticipate impacts on client strategies, proactively engages in supporting Sales activities
Provide Services pricing, RFP responses, create a statement of work and conduct contract negotiations
What are the requirements needed for this position?5+ years of leading delivery/implementation within healthcare software companies
What critical skills are needed for you to consider someone for this position?5+ years of management experience, capacity planning, and resource allocation experience
5+ years of leading delivery/implementation within healthcare software companies
Strong project and customer management background
Excellent understanding of the Software Development Life Cycle (SDLC) required
Must be able to travel up to 40% to manage client engagements and collaborate with cross-functional teams
Experience writing and developing client facing materials in Microsoft Word, Visio, PowerPoint, Excel, Project, and SharePoint
Experience recommending, developing and/or implementing policies, procedures, and processes.
What other skills/experience would be helpful to have?Experience Developing Roadmaps
Demonstrated ability to serve clients in a trusted advisor role
Healthcare experience preferred
Demonstrated leadership, management, and motivational skills required
Excellent communication skills (verbal and written) enabling effective communication both internally with all areas of the business and externally at prospect/customer staff, management, and executive levels.
ClaimsXten product and clinical content/rules knowledge preferred.
Ability to identify gaps in process and provide guidance towards process improvement
Strong data, analytics, and quantitative acumen
Demonstrates a comprehensive understanding of business units, products, strategy, and operational model.
Education: 4-year degree or related field or equivalent experience, Master’ degree preferred. PMP Certification Preferred
What are the working conditions and physical requirements of this job?General office demands/Home office
How much should I expect to travel?Up to 40% travel requirement
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.
#li-remoteJoin 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/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.
Vacancy expired!