medical records coordinator

healthcare customer service representative

associate

customer service representative

patient advocate

Change Healthcare

Change Healthcare used to be a nice place to work where its ethos was focused on helping those disabled people who came into the hospital with little or no health insurance and advocating on their behalf. This was an infectious idea that was easily seen when you interacted with employees and led to greater customer service and positive outcomes for the patient, the hospital, and the community. That has been chipped away and the idea has been killed off in favor of short term gains and adopting the fast food model of healthcare. It is obvious that new leadership was brought in with the intent of reducing costs and outsourcing and offshoring as much as possible. In a short time you can see the effects of these poor decisions with lower production and as a result lower revenue for the company. 
One of the most recent decisions that took place was the elimination of all of the resolution teams which have had a direct affect on the quality of work that Change Healthcare can deliver to their customers. This decision looks good on paper for those senior VPs to point to and claim savings on their next position but the long-term ramifications will be severe and are already starting to be noticed by the customer. It is our understanding that they are going to continue this hack and slash model of “savings” with the field services and eventually other departments as well. This of course will have a drastic effect on how effective the few people who stay will be since they will be forced to do three times the work, as the resolution and claims processing teams in Atlanta have already experienced. 
What compounds what’s happening at Change Healthcare in the eligibility and enrollment sector is the level of cronyism that has been empowered to make decisions. The few times that the Project Excellence teams speaks with the actual professionals doing the day to day work, it is never a conversation but a dictation. When something is said to them that conflicts with their already established worldview, they simply say they have been put in power by an old friend. They send greenbelts to revamp a business that is worth billions of dollars and these people have no idea what they’re doing, have no knowledge or proficiency to back up their decisions, and it’s obvious that they’re just winging it.
 Also you can tell there are a lot of punitive retaliatory actions taking place whenever someone tries to demonstrate they are wrong, and in fact the language used every time you bring a problem is that an action plan needs to be completed, without actually taking any actions just creating additional levels of busy work and redirection. The leadership team simply lives within a large echo chamber, and anyone who does not fall in line and stick to the script is out. 
There is no representation for the employees at all. Prior to going public we at least had the option of anonymously voicing our concerns internally, and though it made little difference, at least we had an outlet. Now in recognition of how “transparent” our company is, we no longer have the option to anonymously express anything. Our CEO felt this was in the best interests of the employees. Coincidentally that would be when process improvement flows started finding positions no longer necessary, a trend that continues to today. Everyone is waiting for the guillotine to drop, no matter their performance. 
The employees on the ground in the hospitals, deeply care about great customer service and looking out for their patients, but they get zero support from senior leadership and in fact, they try to hinder them.

I worked as a contractor through an agency for Change.  Training was better than I'd experienced previously (As long as you aren't going into a program that uses Epic.  If you are, good luck with that!) and our trainer was/is an amazing human.  

At the beginning of these assignments, you expect some people to fall off.  My training class had 35 people and maybe 5 or so fell off during training and directly after.  But then the transfers started.  Taking people off of our program to send them to more demanding programs with little to no training because no one wants to cover the cost of the program that actually let's you train in Epic.  People start dropping like flies.  Looking for other jobs, laid off, and a few here and there were justifiably fired.  The best part is when the higher ups keep firing the bilingual staff and then yelling about call times.  Cut off your nose to spite your face, did ya?  

They started dangling being turned permanent in our faces a week before training ended and it is constantly mentioned as this attainable thing.  For some people, it is, but, for me, it was always "you're next."  I was essentially penalized because I had to have a medical procedure.  Months later I was still not turned permanent despite them gathering my information to do so about once a month in the meantime and always promising it would be soon.  Of course, then there was a hiring freeze.  They brought on more contractors because they lost 85% of my training class.  Then, they gave them all a week on the phones before they fired all but two of them as well.  

Let me be very clear.  My work ethic is amazing.  My metrics were the best on my team.  My supervisor loved me.  I was regularly asked to go full-time.  When I wasn't on shift, it was obvious and I was still laid off simply for the sin of being a contractor the day our big boss came back from what I assume was medical leave.  My supervisor wasn't given any input on who to let go, he just unceremoniously cut contractors across programs after being back for a day.  No thoughts as to who he was cutting or how that person effected the program.  Common sense is something upper management does not have.  All they know is that if they need to save money, the solution is cutting employees.  Upper management is comprised of terrible, awful humans.  They give no sh*ts, they aren't creative people, and they do things that make numbers look good temporarily but ultimately effect everyone negatively.  

It isn't a very demanding job if you are sensible, but common sense isn't that common, is it?  There are people who need additional time, compassion, and assistance when they call in and I enjoyed being able to take the time with folks who needed it.  Some days were tough, but the two managers above me were great.  If you want to work for them, it isn't the worst idea you're ever going to have if you end up with a good supervisor.  Just be prepared to be hounded about metrics that you aren't necessarily in control of, you'll be treated like chattel at the will of the disconnected upper management, and do whatever you can to get hired on as a permanent employee.  After you're permanent, you can basically do whatever you want and they won't fire you.  

I worked there for not quite a year and would have worked there longer if upper management had any brain at all and if I'd been able to avoid having a medical procedure.

If you're completely new to AR or customer service and want a taste, this is a good place to learn some aspects. However I would not recommend staying here long. To start, what you are taught in training is not the same information when you actually get out on the floor which is very frustrating.   You are told that you will be asked to help out with customer service calls during your initial interview but lack the decency to tell you the truth that some days you will be taking customer service calls for the whole 8 hours.  You aren't compensated what CS makes either even though they track how many calls you make and even done to the exact second you're on a call. If you are not on the phones, they will harass you at your desk to get on. You're expected to work claims even in between phones which can be non stop.  Days of this become very stressful and miserable. Especially when you walk by and see CS staff joking off while AR staff is doing their job.

Promotions in this place make no sense. I've seen one poor guy work tirelessly for over a year, he works overtime all the time and still no promotion. While yet others who have threaten to quit are offered a promotion. It's very apparent those who deserve a promotion oppose to those who are favored and don't truly deserve their title. This place is a joke, if you kiss up, you're promoted and do hardly any work.  The rest of us are overworked constantly and expected to do upper level work without the promotion or pay. They will tell you it's to see if you have what it takes but really, it's to take advantage of honest people who want to move up.  

Management is never truthful to their staff, not even to their face. Out of no where you will be forced to move your desk and even be moved to another team without asking your opinion. Supervisors will tell you they had no idea about the changes, that right there is a red flag. The company makes billions but are so cheap they won't even offer a proper holiday party to their overworked staff. Their idea of good office moral is offering a cookie platter every once in a while. 

There's a lot of miserable people here that hate their jobs and management does nothing to improve it. Staff are snubbed immediately once giving their notice, others hate it so much that they don't even bother coming in anymore. Vacation time is based on first come, first serve. Good luck trying to get Christmas Eve off, they don't offer it as a promised paid holiday. Only 1-2 people are allowed to take the same day off. You're even told you're not approved due to business needs. It's your time, you should be able to use it when you want to. There is no paid sick time and if you call off, you will get points for using your own time.  Raises are low as in $0.05 an hour and the supervisors act like it was the greatest thing in the world. They make it a hassle and a half to get anything needed such as a proper chair for their staff. One girl had to wait 4+ months for a chair. Look elsewhere.

This company was recently re-branded from Emdeon to Change Healthcare in November of 2015.  Along with this change also brought along changes in management, job titles and responsibilities, expectations, clientele, and productivity.

The change was constant, and at times it was very difficult to comprehend what our actual daily expectations were.  Understandably, any time a Company goes through major changes, it has a major impact on employees and customers.  

Generally, a work day would consist of a constant flow of client emails and phone calls with inquiries or requests to check the status of their service.  We provided Account Management and Customer Service to Payers and Providers at hundreds of hospitals, clinics, dental offices, and other medical services.

We were in charge of receiving their statement files via Secure FTP, making sure the files were received and processed without error, and were successfully transmitted to our print/mail facilities.  Many times, we were responsible for creating tickets to troubleshoot any error in their statement files.  This also included any mapping or graphic changes they requested to be made on their patient statements.

Communication and follow-up was a must for this company.  The clients always came first, and regardless of why a file may have not gone out, we took responsibility and tried to train our clients how to keep certain things from erring in the first place.

Management was steady for the first 8-10 months I was employed there.  Once Directors, Supervisors, Team Leads and other leadership began changing, it was difficult to adjust to new, undefined policies and procedures.  Many of my co-workers also struggled with the daily changes, as most of us were moved to different departments.  With no clear guidance, our daily responsibilities were subject to change at any time.  

With that said, the hardest part of the job was keeping our clients happy while all of these changes took place.  As a professional, we were not allowed to explain to them what changes were taking place, and many did not understand why a once simple process is now being delayed.

The most enjoyable part of the job was taking control of my own responsibilities, even if they weren't exactly expected of me.  I enjoyed troubleshooting issues, turning an irate client into a satisfied client, and making sure their issues were taken care of, regardless of the time and extensive work I put into resolving an issue.

I regret being too excited about my first remote coding job and was taken aback by the extreme garbage new hire contractors have to go through at Change Healthcare. I should have have not gone forward with this job when the employment services (actually a poor call center with terrible connectivity) line was terrible, inefficient, and the operators sounded like they hated their jobs but grinned and tolerated it while misunderstanding the point of why I called and refusing to listen. It took close to 8 weeks to generate my username ID, profile, and password! That is time and money wasted down the drain! I constantly encountered problems from beginning to end - getting every part of the remote access user ID, password, and other access codes; the GOD AWFUL technology; lead supervisors that took 2 weeks to respond to multiple emails and phone calls. What is the point of having 4 types of access and 2 points of password security to systems if your main system is terrible? I was always in contact with IT and had to DOWNGRADE to 3 versions back because the program would freeze and I couldn’t code. This was all occurring before I had to submit my 5 practice charts for evaluation. What should have taken no more than 2 days to respond took 2 weeks to evaluate and an additional 4 days to be told that I needed to do another chart. When I talked to the lead trainer, she found multiple errors made by the quality assurance coding specialists. I had to do another set of 5 charts. There was little communication to resolve those errors and to ensure standards being kept to across the board which made the job needlessly hard and confusing. I feel like remote coders have no supervisors, coherent game plan to follow, consistency of hours, work volume, leadership, and functioning technology. I had so much higher expectations and was disappointed the working with Change Healthcare. I felt like they were treating me as disposable. It felt like a scam and waste of time and energy. I would rather drive to an office and work with a responsive, cogent, and coherent staff.

CHC is a really good place to work and develop deep skills and experience.  The company has leading-edge and valuable health care and IT solutions and are getting even better with new investment. It is a very complex business environment, and operations and program management have stepped up & provide very good service overall at least in my areas of focus.  The most senior leadership are highly competent and very likeable.  

Unfortunately, from a professional standpoint there is a lot of stress from mis-management below the highest levels, and there isn't much of a path upwards for many internal highly skilled and experienced resources unless you're a recent senior hire from outside (where you get an arbitrary "halo"... a common story). The enviornment is highly political, especially with middle-management mostly originating from one of the many formerly separate companies, who tend to only hire or promote ex-colleagues... and are often "Peter-Principled" into VP level roles and in many cases have very little functional understanding of their new business... to the point where it is actually embarrassing to bring them into meetings with clients. That's not good - right? 

It is a bit sad, actually.  All the pieces should be in place, but the executive management can't (or won't) really work the puzzle to make the environment what it could be.  There is a terrific waste of resources and money due to organizational redundancy and lack of appetite for changes where they are obviously needed.  It is not clear whether the C-level truly understands all this at the right level of detail.  It IS clear that that middle management roles are being set up in a preferential way for a "good ol' boy" IPO payday versus having the right leadership in place.  You know there is something wrong when business is booming and new solutions are coming every day... yet over half of the most experienced, successful and fairly well-compensated folks on your team (all Director and Senior Manager Level) decide to depart because of the work culture and lack of opportunity to advance. That's not good - right?

As a patient advocate, you fulfill different duties as you assist patients and families in applying for state/federal benefits. This is the greatest reward of the job, but sometimes this is overlooked by executive management. Every application completed represents a person and/or family that no longer has to worry about the cost of medical expenses. The advocates are often the voice of reason and voice of comfort to a grieving family or gravely ill patient. The volume of work (patient referrals) are high at times, but it is manageable if you have organizational skills.

I think the company does need to do a better job with training. For too often, young healthcare representatives struggle within their first year because there is not enough classroom training or ongoing support. Management obtains grades or percentage of the new hires, however, trainers are not required to follow up with recruits which may be showing early signs of difficulty grasping the information. Therefore, managers whom often rely on the senior health care representatives have to go through additional training with the new hires with the hopes performance will increase.  Primarily, training is completed through webinars, but the type of work Healthcare Representative are expected to complete requires a more in-depth face to face training particularly on the federal process. The executive management needs to take a look at the training provided to the new hire to ensure their longevity.

 Also, they need to rethink the salaries of Healthcare Representative.  Though, I agree the starting salary should adequately reflect the cost of living in an area, there should be no reason why a new hire who does not have any experience with the company should make the same salary or more as a person who has been with the company longer  (3+ years) especially if they have no prior experience in working with state or federal benefits. 

For my location, I have a manager that is very flexible with time and often is very supportive to personal needs. My manager does assist the team with meeting the goals to ensure we are successful.

This company is imploding. They’ve undergone multiple mergers and acquisitions within the last ten years, each time coming out the worse for wear. 
Executive and senior leaderships are completely out of touch with the realities of job duties, and appropriate performance metrics. 
The sales team is running amok obtaining contracts with clients for services that the company cannot reasonably perform and with completely unreasonable terms that make it impossible for the contract to be profitable for both client and company. 

There is very little support when issues arise, with those in leadership roles rarely having any knowledge about how to perform the job duties of those they “lead”. 
The training and “on boarding” is disorganized, you will not be trained thoroughly prior to being expected to perform up to their metrics. 
Half of new people cannot get into their required applications for weeks after being “on boarded”. 
The IT has all been outsourced so resolution to issues can take upwards of 2-3 weeks. 
The current staff are overworked and understaffed and so do not have the time to train new staff. 
There is no work-life balance for anyone below a “senior leadership” role and I wouldn’t call them having to be on conference calls while in a doctor’s waiting room or at their child’s soccer game “work-life balance”. 
Their wages/salary used to be some of the most competitive in the market but have since been eclipsed and have not matched the rest of the market with offset to inflation/cost of living. 
The cost of benefits has continuously risen  every year and the amount of coverage has declined. 
The amount of paid time off is ridiculous, especially since there is no sick time and any unused paid time off does not roll over. 
The managers have discretionary PTO but even they rarely get to utilize their time off and are still having to work remotely while they’re supposed to be off. 

In short, I would not apply here. The company has moved so far from its original mission. This used to be a relatively good place to work with a few exceptions here and there. 
Now it seems like everyone is looking for a way out, even people that have been with the company for 10+years. 




• Experience in coordinating and mentoring offshore and onsite QA.
• Experience in setting up the test environment, installations and configuration.
• Expertise in Manual and Automated testing of various Web based applications.
• Created Test Plans, Test Cases, Test Procedures and Test Script.
• Strong expertise in establishing QA policies, procedures, strategies and developing appropriate process to ensure the quality of product.
• Expert in web technologies like HTML and XML.
• Experienced in creating Requirement Traceability Matrix to ensure comprehensive test coverage of requirements.
• Well versed in automation testing tools such as Quick Test Professional (QTP), Load Runner, and Selenium.
• Developing and Maintaining Test Scripts, analyzing bugs and interacting with development team members in fixing the defects.
• Knowledge of Defect/Bug tracking system with the use of tools like HP Quality Center and Bugzilla.
• Experience in importing/ exporting the Scripts /data into QC by using MS Word and Excel Add-ins.
• Strong working experience in various databases such as Oracle, MySQL, SQL Server and MS Access.
• Good understanding and knowledge of UNIX commands.
• Extensive experience in Web applications, Web services and Web methods. (Middle ware Testing) SOA
• Vast experience in different testing methods such as Functional, System, Regression, Integration, Performance, Security, Positive, Negative, End to End, UAT and Load testing.
• EMR system and EDI transactions for claim process, ICD 9 to ICD 10 conversion knowledge from healthcare domain.
• Worked with Developers, Business Analyst and Project manager to test and document new product and new product enhancements.
• Exceptional analytical, trouble shooting and problem solving skills.
• Excellent Analytical, Decision-Making and Organizational Skills coupled with good co-ordination, communication and interpersonal skills describing a committed Team Player with an ability to handle/organize multiple projects simultaneously.

Going into this job, I was optimistic at the potential to grow within the company; however, very quickly into it I realized that was not going to be the case. I worked in one of the remote offices in a hospital that had contracted us. My job was pretty easy and I excelled at it. The people that shared the office with me are still some of my really good friends. That's about all of the positives I have though. The management was extremely poor, from my on-site manager all the way up through the chain of command. Nobody wanted to take responsibility for anything and you could never get one precise answer for any question you had. My manager never stood up for her employees and often acted very unprofessionally (i.e. talking about her employees behind their back, getting jealous of her employees' friendships, giving her work to employees to do, etc.) The upper management would change protocol or switch something around very frequently, but would provide little to no support when it came to training or tech. issue resolution. In the end, me and three other employees were furloughed and later laid off due to a "company reconfiguration/reduction" during Covid. During the furloughed time we all offered multiple times to work any extra/available work that was possible from home remotely or the local office), even if it was outside our designated job area within the company. Nobody from management, direct or upper management, was willing to work with (or even responded to) to our attempts to remain within the company. While I understand that my job was not as critical to the functioning of the particular work they were doing in that area of healthcare, I know for a fact that the other employees who were laid off were more productive statistically than the other two that were kept. That fact only leads me to believe that they care more about "favoritism" than they do the quality and content of their work production.

Top Job Titles	Average Salary
Medical records coordinator 8 salaries reported	$20.00 per hour
Healthcare customer service representative 4 salaries reported	$20.25 per hour
Associate 12 salaries reported	$59,375 per year
Customer service representative 4 salaries reported	$20.00 per hour
Patient advocate 2 salaries reported	$21.00 per hour

Working at Change Healthcare: Company Overview and Reviews

Change Healthcare

Change Healthcare Ratings

Popular jobs at Change Healthcare

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected