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 force
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 wi
Senior Customer Service Representative | Nashville, TN | Mar 8, 2016
Fast-paced environment with strict deadlines
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
ProsReliable software, systems, and terminal servers
ConsUndefined responsibilities, expectations, and unhappy clients who were impacted by the constant changes.
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
ProsDownloadable trainings and system setup directions, extensive legal training on HIPAA, and McKesson System easy to use.
ConsTerrible network technology, benefits available to employees only, Inaccessible, unresponsive supervisors, Inconsistent training methodology and details, Treatment of coders as disposable, ill-educated nonprofessionals, Any opportunity they have to not answer questions and waste time, they will take.
Good company overall, but negative environment in important areas.
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 ar
ProsIndustry leading and valuable health care solutions, highly skilled and experienced resources.
ConsMany significant integration struggles from former independent companies, highly political environment and severe organizational design problems.
Healthcare Customer Service Representative | Virginia | Jan 2, 2017
Need to Focus on Work Duties and not just title
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 n
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
• 6 + years software QA tester with full system development life cycle experience, including designing, developing and implementing test plans, test c
• 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 cla
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 atte
ProsEasy work, office environment
ConsPoor direct and indirect management, favoritism, little support anywhere, toxic environment, no loyalty to employees
I worked for Change Healthcare thru a subcontractor, so I was not actually a Change Healthcare employee, but an Aerotek contractor.
I started work at 8:30 a.m. on weekdays, hooked right into the phone, and began an 8-hour day of fairly high call volume. My job here was to assist pharmacists and pharmacy techs to process manufacturer's coupons for name brand medications. I would give them step-by-step instructions until they were able to get it to go thru. Some calls lasted just a moment or two, or if you have a pharm or tech who wasn't really well-versed in their computer program, it could take awhile. Luckily, they didn't limit us on call-time - they just wanted the coupons successfully processed.
My coworkers were some of the most awesome folks ever! I don't think there was even one person there that I didn't get along with. There were some very quirky types, but they were all just the coolest people.
Management - hmmm.... well.... I learned that things are kept secret a lot out there, but that's not the manager's faults. They only do what they are told or required to do by the "big dawgs". I adored my Team Lead and our folks who helped us when we had issues assisting someone (gosh I wish I could name names there, because they definitely deserve some positive recognition).
The hardest part of the job for me was operating on such a strict schedule - two ten-minute breaks a day, and then one hour for lunch. The 10-minute breaks were the hardest to
ProsGood pay, good benefits, great co-workers
Cons10-Minute Breaks Not Quite Long Enough (need to be 15 minutes minimum)
Questions And Answers about Change Healthcare
If you were in charge, what would you do to make Change Healthcare a better place to work?
Asked Mar 2, 2018
Visit your offices and see what each department does. Know what's going on and how low employee morale is.
Answered Feb 21, 2020
Focus on efficient solutions to help the company across the board in all areas. Stop outsourcing jobs as overall it makes the company look bad and causes more problems than good. Pay more for the hardworking employees and give reasonable raises. Give Resolution teams reasonable bonuses for all of their hardwork. Stop pushing numbers metrics and focus on practical training. Cross training and efficient processes. Get to know the job your managers are doing with staff and get rid of bullying managers who drive down employee morale. Focus on patients and the job your doing for the customer. Give sick days.
Answered Feb 21, 2020
What is the best part of working at Change Healthcare?
Asked Nov 26, 2019
Working from home
Answered Nov 29, 2020
Answered Sep 5, 2020
How would you describe the pace of work at Change Healthcare?
Asked Oct 10, 2016
Fast paced, metrics driven, stressful, anxiety
Answered Feb 21, 2020
Unorganized and chaotic. Learn how to figure things out on your own because nobody will help or show you.
Answered Dec 8, 2019
How did you get your first interview at Change Healthcare?
Asked Jul 11, 2016
Appied thru indeed and within a few days got an interview on 5/10/2019 and was offered the position on 5/22/2019. So excited to start!!!!
Answered May 22, 2019
Applied on Indeed.com. I was contacted within 3 days for an interview. Hiring process took approximately 2 weeks. Very smooth process.
Answered Aug 15, 2018
How are the benefits
Asked May 25, 2017
We're committed to providing total rewards programs to empower your total well-being, including your health, wealth, community, and life. For more information on our offerings, visit https://www.changehealthcare.com/careers.
Answered Jul 6, 2020
Horrible. No sick days, terrible benefits and high deductibles