- Medical Office Experience
- Leadership Experience
- Microsoft Powerpoint
- Microsoft Outlook
Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.
As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.
Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.
If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.
Empower Your Future. Make a Difference.
The Vice President, Radiology Client Management is responsible for leading a team of client relationship experts who cultivate meaningful relationships with key decision-makers, maintain high customer satisfaction, and position Change Healthcare as a trusted partner in the market. This leader will coach the team to ensure high customer retention and is ultimately responsible for client satisfaction, retention, and growth, both organic and via expanded services in her/his region. Coordinates with Sales to drive additional services. Serves as escalation point for client issues. May be responsible for managing Directors of Client Management and/or team of individual contributors in the client management function. Key success factors include the demonstrated professional experience in solving complex business challenges and the ability to build effective relationships, both internally and with Change Healthcare clients, which will result in client references, adoption of additional services, and high levels of retention and satisfaction.
JOB LEVELING CHARACTERISTICS
Job leveling information from compensation surveys.
KEY JOB RESPONSIBILITIES
Set expectations and drive best practices within the Client Management team, ensuring that customers have a consistent and world-class experience with Change Healthcare. Operate as a leader, coaching the team through obstacles and ensuring the team’s success with the clients in the region.
Cultivate executive relationships both externally with customers and internally with Operations, IT and other key stakeholders to influence perception, and identify and create new opportunities
Closely manage Client Management team activities, including optimization, operational reporting and escalations
Serves as an escalation point for the team on client concerns and works with all stakeholders to positively impact the client.
Proactively coaches team to manage and resolve customer issues
Maintains relationships with key client contacts and coordinates with client management to drive performance that fosters an environment to minimize attrition.
Collaborates as a subject matter expert with external customers and internal customer operational teams defining and managing priorities to ensure maximum value to the customer
Identifies process improvements or other efficiencies related to improving the customer satisfaction. Helps customer achieve optimal services/product utilization
Where appropriate, supports team in conducting quarterly reviews and strategy discussions with client C-suite and key decision makers
Develops an understanding of customer’s business plans and strategic direction
Ensures team creates account plans to identify service needs that align with the customer’s current business plans and future strategic direction.
Manages a team of directors of client management and/or client managers in servicing the clients and meeting goals and objectives.
Ensures client managers understand the Change Healthcare products, services and service model.
Responsible for ensuring their team sustains positive client relationships.
Model high customer service qualities and hold team accountable to do the same in delivery of service
Ensures key customers are referenceable to support sales
Identify new service and product opportunities and coordinate with Sales to realize those opportunities
Works in partnership with sales, operational, and product specialists as needed to close add on sales
Drives add-on and new opportunity sales within the TES segment.
Shares information and collaborates on new business opportunities with other BU segments
Coordinates with other BU support and service teams at account
Establishes, maintains and coordinates service dialogue between business units
Knowledge of practice management and medical billing practices
Proficient Use of Word, Excel, Powerpoint and Outlook
Professional presentation skills
Strong leadership skills
Strong written and verbal communication skillls
MINIMUM JOB Qualifications
A minimum of 10+ year’s health system and/or physician office experience with large employed and/or independent groups of physicians/providers in the related functions of practice management, patient workflow and revenue cycle management, or healthcare consulting.
Education / Training:
Required: Bachelor’s degree in business or related field
A minimum of 10 years of experience leading remote teams of client relationship specialists and successfully driving initiatives to increase customer satisfaction and retention.
Experience presenting or consulting to C suite or large physician organizations.
Expertise in the areas of assignment of roles relative to the billing, clinical workflow, and documentation within a hospital and office-based setting.
Experience gained through exposure to account management and/or systems and the change management and quality measures.
Demonstrated the ability to develop strong successful relationships with “C” suite and Senior level executives.
Understands customer’s business / operational priorities, including technology and service needs, new service requirements, service utilization, and may serve in an individual or people-manager capacity.
Ability to consult on or assist in the creation of a growth strategy for physician practices
Technical understanding of revenue cycle technology platforms
Stays abreast of changes in healthcare reimbursement models and can provide subject matter expertise (SME) around such changes
Ability to translate regulatory, business environment, technical understanding to action plans and issue resolution
Ability to consult and provide guidance on the changing healthcare environment
Ability to collaborate and navigate in a complex environment
Physical requirements include general office demands
Travel commitment – 50%
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
Equal Opportunity/Affirmative Action Commitment
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.