Change Healthcare Product Support Representative 3 in Albany, New York
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.
Fully Remote - U.S.
The Product Application Support Representative will be responsible for providing second level technical support to Change Healthcare customers using an ASP web application. This role analyzes problems with software applications to identify problem area(s) and recommends solutions. Additionally, the Product Application Support Representative will field and respond to telephone calls and emails from end-users, administrators, vendors and insurance carriers. The incumbent is expected to research and resolve reported issues within organizational metric targets. Successful candidates must have strong written and verbal communication skills, organizational and analytical skills. He or she must be able to prioritize and manage numerous projects/issues, while building and maintaining positive customer relationships.
Manage and analyze software applications
Provide exceptional customer service
Promptly respond to customer concerns
Perform product research and provide customer training as needed
Log and monitor technical issues reported by customers
Manage customer issues effectively and escalate appropriately
Communicate updates to customers based upon team policy
Assist in pre-software releases and Quality Assurance tasks
Effectively manage customer calls and meetings
Manage special projects, as assigned
High School Diploma AND 4 years of professional work experience
2+ years of desktop support OR helpdesk support OR technical support experience
2+ years of experience handling customer escalations
Proficiency in MS Office (Word, Excel, PowerPoint, Outlook)
Experience working within the Healthcare IT industry
Knowledge of the Payer/Provider environment
Familiarity with ANSI X12 / EDI standards for healthcare transactions
Understand HIPAA compliance regulations
Excellent time management and organizational skills
Able to work on multiple tasks simultaneously and meet deadlines while providing quality results
Excellent verbal and written communication skills
Working Conditions/Physical Requirements:
General office demands
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
Learn more at https://careers.changehealthcare.com
*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. Change offers eight (8) BRGs. Learn more at https://careers.changehealthcare.com/diversity
Feeling Inspired? Ready to #MakeAChange? Apply today!
Colorado Residents Only:
The base pay range for Colorado residents is $20.42 - $41.57 plus any relevant incentive pay programs that may be aligned to the role. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your base pay, Change Healthcare offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental and vision plans; wellness program; health savings account; flexible spending accounts; 401(k) retirement plan; life insurance; short-term and long-term disability insurance; Employee Assistance Program; PTO; tuition reimbursement; and employee-paid critical illness and accident insurance.
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/diversityFeeling Inspired? Ready to #MakeAChange? Apply today!
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. 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 firstname.lastname@example.org 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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