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Change Healthcare VP- Payer Account Management in Boston, Massachusetts

Senior Director, Account ManagementThe VP Payer of Account Management for Decision Support solutions is responsible for leading a team of vertical account managers who cultivate meaningful relationships with key operational contacts and client decision-makers, maintain high customer satisfaction, and position Change Healthcare as a trusted partner for Payment Accuracy solutions in the market. This leader will lead, coach and mentor the team to ensure high customer retention and is ultimately responsible for client satisfaction, retention, and growth, both organic and via expanded services. Coordinates with Sales to drive additional services. Serves as escalation point for client issues. Responsible for managing Account Management professionals, both individual contributors and people leaders. Key success factors include the demonstrated leadership of account management / client management functions, an ability to teach, mentor and develop the skills of account management professionals 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.

What will be my duties and responsibilities in this job?

  • Set expectations and drive best practices within the Decision Support Account 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 their assigned clients

  • Closely manage Account Management team activities, including projects, creation of Account plans, operational reporting, and escalations

  • Proactively coach team to manage and resolve customer issues

  • Ensures team creates account plans to identify service needs that align with the customer's current business plans and future strategic direction

  • 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

  • Cultivate Client Relationships

  • Cultivate executive relationships with customers to influence perception, and identify and create new opportunities

  • Serve as an escalation point for the team on client concerns and works with all stakeholders to positively impact the client

  • Identifies process improvements or other efficiencies related to improving the customer satisfaction. Helps customer achieve optimal services/product utilization

  • Develops an understanding of customer’s business plans and strategic direction

  • Ensures key customers are referenceable to support sales

  • Coordinates effectively with other BU and Change Healthcare sales, support, and service teams

  • Works in partnership with sales, operational, and product specialists as needed to close add on sales

  • Identify new service and product opportunities and coordinate with Sales to realize those opportunities

  • Shares information and collaborates on new business opportunities with other BU segments

What are the requirements needed for this position?

  • 10 years healthcare industry experience

  • 5 years Account Management experience

  • 3 years leadership experience

  • Bachelor Degree required

  • Subject matter expertise related to Decision Support services and practices with payers and providers

  • Knowledge of health claims adjudication and payment integrity practices and processes

  • Proficient Use of Word, Excel, PowerPoint, WebEx, and Outlook

  • Professional presentation skills

  • Strong leadership skills

  • Strong written and verbal communication skills

What other skills/experience would be helpful to have?

  • 15 years healthcare industry experience

  • 8+ years in Account Management experience in positions of increasing responsibility, particularly with health plan payers or vendors of payers, or both.

  • Payer/health plan experience; particularly in claims processing, medical policy and/or payment integrity

  • Master Degree preferred or MBA

  • Demonstrated ability to lead and mentor team members in an account management setting

  • Demonstrated ability to develop strong successful relationships with Senior level and “C” suite executives.

  • Demonstrated leadership, management and motivational skills required

  • Excellent interpersonal and communication skills required

  • Experience leading remote teams

What are the working conditions and physical requirements of this job?

General office demands

How much should I expect to travel?

Ability to travel to client sites (25%-50% travel) required

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.

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 applyaccommodations@changehealthcare.com 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.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

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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