Change Healthcare Customer Communications Specialist in Boston, Massachusetts
Customer Communications Specialist Overview of PositionCustomer Communications Specialist plans, develops and implements messaging for incident response, product upgrades, routine maintenance, and other product-related customer communications. Communicates ongoing product or service problems and fixes internally and with customers. Contributes to and uses knowledge base. Reports on product and service problems. Developing professional expertise, applies company policies and procedures to resolve a variety of issues. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships. Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
What will be my duties and responsibilities in this job?
Perform daily analysis and management of incidents in support of enterprise-wide efforts for timely, accurate, and thorough customer-centric solutions and communications.
Functions as the single point of contact between the Command Center and the Internal and External community for all Critical and Major Incidents.
Respond timely to messages from Command Center (CC) to join a bridge calls
Help facilitate the CC bridge line as needed
Ensure timely communications to the company
Research, craft, and distribute highly specialized and complex internal/external communications about operational issues impacting customer and employee productivity.
Communicates information and impact to senior management and key stakeholders across the business both written and verbally
Establishes a front-end message to control call volume
Creates talking points to help control message from internal employees to customers
Creates flash messages for customer-facing tools/products
Drafts external RCAs after service restoration
Works with the Application/Service Owner and CC to gather current details and craft messages for updates
Participate in weekly on-call rotation – including after-hour, weekend, and holiday support.
Educate customers on using Change Healthcare tools, products, best practices, etc.
Assist in designing, developing, and delivering effective and innovative communication copy and materials, including new modes of electronic communication as well as how-to docs, short videos, and live/virtual education sessions.
What are the requirements needed for this position?
Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
Outstanding demonstrated written and interpersonal communication skill set – must exercise extensive grammar and usage knowledge to communicate simply and concisely in written form.
Strong analysis ability and must be oriented toward problem solving skills.
Excellent time management skills and carry high degree of competence in completing duties in a timely and effective manner with a strong attention to detail, even when managing a variety of projects/tasks simultaneously.
Demonstrable knowledge and understanding of complex systems and processes.
Able to direct work and remain calm in stressful situations. Not afraid of conflict and can influence at all levels.
Familiarity with AP Style is preferred
Must be Proficient in MS Office (Word, Excel and Power Point)
Candidates will be expected to provide writing samples as well as participate in a writing/editing exercise.
What other skills/experience would be helpful to have?
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.
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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.
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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