Product Support Manager

Product Support ManagerChange 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. Work Location: “Fully Remote - U.S.” Position: Responsible for the day-to-day operational management duties of a Tier 1 Support team, ability to handle employee onboarding, mentoring, scheduling, headcount justification and customer escalations. Build strong relationships with internal, external customers, providers, vendors utilizing Change Healthcare suite of software solutions across various inbound service channels such as telephone, email, chat and online portal. Ensure appropriate staffing and staff performance meet/exceeds established operational performance metrics. Core Responsibilities: Operational Management – 40% Oversee all aspects of the Product Support Analysts

Maintain appropriate staffing levels and manage overtime

Prepare and analyze various monthly/quarterly business performance metrics reports including customer Service Level analyses, headcount justification, team and employee metrics.

Establish work flows, implement and enforce best practices and standards to improve YOY employee productivity

Track and monitor daily workload to ensure client SLA and operational metric expectations are met.

Prepare Presentations as needed

Champion new initiatives and act as catalyst for change

Customer Engagement – 20%

Oversee escalated issues engage as needed

Build internal and external relationship, attend customer meetings, conference calls as appropriate

Monitor and measure customer satisfaction

Talent Management – 40%

Hold timely employee/manager meetings

Ensure performance plans are in place for each employee, which accurately reflect job responsibilities and ensure regular, timely feedback is provided to each employee on their performance against their objectives

Coaching/mentoring each employee for success for future career pathing

Outline training needs/gaps for team

Interviewing, hiring and onboarding high performing talent

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 –4+ years relevant experience in a business-related area

Experience in healthcare with an understanding of product support and product management and/or quality assurance a plus

Knowledge of CRM or call center environment

Must have experience working on cross functional projects that involve all levels of management

Strong attention to detail and organizational skills

Preferred Qualifications: Skill/Experience #1: Call Center and CRM experience (Salesforce/SAP) Skill/Experience #2: Onbase Skill/Experience #3: X12, HIPAA, Kronos Skill/Experience #4: SQL, Reporting Skill/Experience #5: Microsoft Suite Working Conditions/Physical Requirements: General office demands Travel: 0-10%

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.Unique Benefits: Flexible work environments Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships Employee wellbeing programs and generous health plans Educational assistance programs US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies Learn more at https://careers.changehealthcare.comEligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.#li-remoteDiversity 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/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.