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Change Healthcare Customer Success Advocacy Executive - Remote (Anywhere US) in Topeka, Kansas

Customer Success Advocacy Executive

Overview of Position

As a Customer Success Executive, you'll be a trusted advisor to our prospects and clients, using your RCM product and industry expertise along with your consulting skills to solve their most critical business challenges - optimal technology to drive RCM excellence through solutions that help them focus on their core business. You will increase sales performance by working directly with sales professionals to identify, develop, and present business solutions with the latest messaging techniques to buyers. Engagement in presales activities fosters the initiative to increase win rate and shorten time to win and ultimately resulting in Referenceability post go live.

This position is remote but candidates must live near a major airport and open to up to 60% travel.

What will be my duties and responsibilities in this job?

  • Establishing relationship and build their loyalty by consulting to define appropriate desired outcomes based on the suite of products and stage in the purchase and adoption journey, ensuring optimal use and solution adoption of products and services, advocating for our mutual best interests, and driving engagement through data insights and other unique CHC assets.

  • Possesses strong presentation skills, Executive Presence, and business acumen and ability to articulate and manage to desired outcomes.

  • Drive accountability for delivering the end-to-end customer experience from sales to post go live adoption in order to achieve a long term and valued added partnership

  • Initiate interventions during this time with the client to the Account Manager to address any areas of concern in overall health; including satisfaction, experience and product adoption across the portfolio

  • Report on key business metrics and ROI in Success Plan and Executive Business Reviews during post go live adoption engagement, monitoring and managing success, while being able to effectively use data to provide actionable insights resulting in customer success stories of value outcomes serving as inputs into customer advocacy and reference programs

    Communication:

  • Client interaction at Decision Maker level regarding executive sponsorship for adoption / utilization / escalations

  • Communication in monthly business reviews with clients and CHC leadership

  • Interaction with technology partners to ensure respective solutions depict value outcomes

  • Proven ability to engage, collaborate and influence outcomes with multiple executives (including decision makers and influencers) across different organizations

    ​ Analysis:

  • Validating the Sales ROI with purchase and adoption of solutions purchased as outlined in the Customer Performance Assessment and BU ROI tools.

  • Report on key business metrics and ROI in Success Plan and Executive Business Reviews

  • Effectively use data to provide actionable insights resulting in customer success

  • Constant refining of processes is necessary to meet the changes in the market as well as the portfolio of solutions

    ​ Innovation:

  • Constant innovation in approaching a problem is required. New processes are constantly reviewed to achieve a desired outcome.

  • Out of the box thinking to accomplish new approaches to achieve customer success based on feedback

What are the requirements needed for this position?

  • 5+ years of experience in Customer Success, Business Development, RCM consulting or another client-facing role, preferably with advanced knowledge of healthcare data and analytics

  • EDUCATION: Bachelor’s Degree required

What critical skills are needed for you to consider someone for this position?

  • 2+ years of experience presenting data to C-level management

  • 2+ years of experience with analyzing and synthesizing qualitative and quantitative information

  • MS Office proficiency including advanced level Excel

  • Must possess the ability to drive change and effectively manage communication with internal and external stakeholders

  • Thorough knowledge of revenue cycle management in various healthcare settings and applicable topics relevant to RCM solutions

  • Passionate Advocate. Strengthens relationships and builds advocacy while delivering measurable results.

  • Agile Solution Seeker. You’re a problem solver who always can find the right answer even in times of fast-paced change.

  • Insatiable Appetite to Learn. You’re always learning, growing, questioning and challenging "what’s been done before."

What other skills/experience would be helpful to have?

  • MBA Preferred

  • Industry Certification a plus (CRCR, CHAM, CHFP, FHFMA, or FACHE)

What are the working conditions and physical requirements of this job?

  • General office demands/Home office

How much should I expect to travel?

  • 60% 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.

  • Experience in the following a plus

  • Clearance Patient Access Suite

  • Assurance Reimbursement Management TM

  • Acuity Revenue Cycle Analytics TM

  • Pulse Revenue Cycle Benchmarking TM

  • Epic, Meditech or Cerner EMRs

    Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Some of our positions require employees to be onsite at a Change Healthcare facility or a Client site, including Medical Facilities. Depending on the site’s health and safety guidelines, you may be required to have medical screenings or vaccinations to meet site requirements, which may include Covid-19 vaccination and/or testing. Further details and requirements will be confirmed during the interview process.

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.

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