Change Healthcare
Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.
Advocate
Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.
Work Location: Remote US
Position:
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling.
Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations Normally receives little instruction on daily work, general instructions on newly introduced assignments. Typically requires a minimum of 2 – 4 years of related experience.
Core Responsibilities:
- Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services.
- Contribute to the department’s success by achieving OKR’s.
- Achieve daily, weekly, and monthly quality and production goals.
- Adhere to call handling process.
- Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation.
- Follow-up with members as assigned.
- Adhere to assigned schedule.
- Completion of all Change Healthcare required courses on University (CHU).
- Review all correspondence sent by Change Healthcare and management with current information of state and federal regulatory requirements.
- Review all correspondence sent by Change Healthcare and management with updates on the organization.
- Comply with all company and department operational guidelines and policies.
- Participate in Change Healthcare staff and operational development programs as assigned.
Requirements:
Years of experience: (23-year External Customer Service/Call Center Internal 2-3 years)
Education: High School Diploma or Equivalent
- Efficiently manage customer calls and multiple computer application
- Receptive to feedback from management on coaching opportunities
- Ability to provide quality customer service during every interaction with health plan member’s
- Maintain a confident, helpful, and positive tone on all calls
- Excellent data entry and internet navigation skills
- Professional demeanor and dependable work ethic
- Ability to work independently.
- Demonstrates patience and empathy.
- Business demeanor and skills with the ability to communicate effectively (verbal, written and listening skills).
- Promote company services in an outbound call center (production driven) environment.
- Professional behavior with courteous, polite, and energetic qualities.
- High commitment to accuracy, high quality work, and detail oriented.
- Must be driven and motivated to exceed individual and team goals.
- Able to learn and adapt to changing environments, applications, and software.
Preferred Qualifications:
- Excellent data entry and internet navigation skills
- Ability to work independently.
- Must be driven and motivated to exceed individual and team goals.
- Able to learn and adapt to changing environments, applications, and software.
- Basic knowledge of Microsoft Team, Word, Excel, and PowerPoint.
- Bilingual is a plus (English/Spanish).
Working Conditions/Physical Requirements: information.
General office demands
- This is a remote position. Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
- Must live in a location with internet connection.
Unique Benefits*:
- Flexible work environments
- Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
- Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
- Employee wellbeing programs and generous health plans
- Educational assistance programs
- US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
- Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
- *Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.
Diversity and Inclusion:
- At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
- Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace.
Diversity, Equity & Inclusion:
At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at https://careers.changehealthcare.com/diversity
COVID Vaccination Requirements
We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.
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.
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.
Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.
About Us
Careers Transforming the Healthcare System
Who is Change Healthcare? We are a leading technology company inspiring a better healthcare system. Through innovative technology solutions like cutting-edge cloud technology, artificial intelligence, and data insights, we drive better patient outcomes, reduce costs, and create value for our partners.
Positive Impact and Shared Purpose. Through visionary leadership and a culture of collaboration, we share a common purpose to positively impact our communities by creating a stronger, better coordinated, increasingly collaborative, and more efficient healthcare system.
Employee Experience, Cultural Values, and Total Rewards. We celebrate diversity and earn trust with our employees by promoting innovation at every level within the organization. Our teams are agile, and their work is fast paced and engaging. We’re committed to providing competitive compensation that rewards and recognizes performance, offer well-being programs that empower your overall health, and provide learning and development opportunities to accelerate your professional growth.
Find Your Path. Whether you’re ready to make an impact in technology and product innovation or support our mission to inspire a better healthcare system in a variety of career areas, find your path and accelerate your career. What are you waiting for?