Customer Experience Support Analyst
Overview of Position
The Customer Experience Support Analyst will function as the primary point of contact for sales and account management for coordination of all pre and post sales support resource needs, from basic demonstrations to more complex project engagements, including RFPs. Responsibilities include (but not limited to) resource coordination planning, assisting in establishing policies and procedures, driving policy adherence with internal teams, tracking of assignments, reporting of assignments against outcomes and assuring effective project planning and communication. Maintain strong working relationships with team members and stakeholders at all levels. Exercises judgment within generally defined practices and policies in ensuring appropriate support for client engagements. Frequent interaction with sales and account teams (including senior management) and/or functional group managers. In addition, will assist/lead own projects simultaneously.
What will be my duties and responsibilities in this job?
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Pre-sales: Works with sales executives to assess customer pre-sales demonstration needs and coordinates appropriate resources (pre-sales consultants, field-facing physicians, or resources from other supporting functional areas as needed). Ensure appropriate vetting/validation of support needs by gathering data from internal sources as well as direct client outreach when appropriate. Draws conclusions based on data and communicates action plan with team as appropriate. Includes RFP support.
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Post-sales: Works to assess customer engagement needs for ongoing and complex projects. Coordinates appropriate resources (post sales consultants, field-facing physicians, or resources from other supporting functional areas) to support requests. Supports projects by ensuring appropriate vetting/validation of support needs by gathering data from internal sources as well as direct client outreach when appropriate. Draws conclusions based on data and develops project plan. Supports team with customer deliverables including SLA’s within 2 days of request.
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Create and maintain resource roster with updated CVs, accomplishments, etc.; Tracks assignments and produces a monthly activity dashboard of customer engagement activities. Create and maintain quarterly outcomes report comparing monthly team activity to Decision Support Sales. Tracks account management use of consulting hours. Maintains list of referenceable customers by product. Collaborate with AM to create reports of activities accomplished through life of client to demonstrate ROI.
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Partner with marketing to ensure team has appropriate materials for use with clients (eg, updated ppts with appropriate approvals such as CHC branding and BCRD). Provides support to business case development and case study creation as needed.
What are the requirements needed for this position?
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Requires 5+ years of business experience with emphasis on clinical, quality, and/or project management
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EDUCATION: Bachelors Degree and healthcare industry knowledge/experience required
What critical skills are needed for you to consider someone for this position?
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Superior organizational and workflow skills; ability to work on simultaneous projects with diverse working groups
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Excellent communication skills, both verbal and written
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Strong analytical and decision making skills
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Ability to conceptualize and develop new operational and/or project management ideas
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Self-motivated, responsible, and accountable. Identifies own learning needs and seeks appropriate assistance
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Excellent computer skills
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Ability to work well within a fast-paced, team-oriented environment
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Collaborative, customer-focused and able to create visible value
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Proficiency with PowerPoint, Word, and Excel
What other skills/experience would be helpful to have?
What are the working conditions and physical requirements of this job?
How much should I expect to travel?
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May have some limited travel
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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.
#li-remote
Minimum Job Qualifications:
- Education/Training – Bachelors Degree and healthcare industry knowledge/experience required
Business Experience:
- Requires 5+ years of business experience with emphasis on clinical, quality, and/or project management
- Ability to manage complex projects through cross-functional teams
- Experience managing multiple concurrent projects
Specialized Knowledge/Skills:
- Superior organizational and workflow skills; ability to work on simultaneous projects with diverse working groups
- Excellent communication skills, both verbal and written
- Strong analytical and decision making skills
- Ability to conceptualize and develop new operational and/or project management ideas
- Self-motivated, responsible, and accountable. Identifies own learning needs and seeks appropriate assistance
- Excellent computer skills
- Ability to work well within a fast-paced, team-oriented environment
- Collaborative, customer-focused and able to create visible value
- Proficiency with PowerPoint, Word and Excel
- Knowledge of JRA desired
Working Conditions:
- Environment (Office, warehouse, etc.) – Office. Equipment includes: PC, telephone, copy machine. Opportunity to work partially remote exists and is dictated by the business need.
- Physical Requirements (Lifting, standing, etc.) – General office demands, keyboard several hours per day.
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
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 [email protected] 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.
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Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.
Source: Indeed.com
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