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Change Healthcare Director, Customer Operations (HEDIS and Risk Adjustment) - Remote (anywhere US) in Albany, New York

Director, Customer Operations (HEDIS and Risk Adjustment) - Remote (anywhere US)

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.

Director, Customer Operations (HEDIS and Risk Adjustment)

Overview of Position

The Director of Customer Operations is the primary driver of successful delivery of medical record retrieval programs for HEDIS and risk adjustment to ensure effective client relationships. The Director of Customer Operations is responsible for oversight, leadership and active guidance of the Customer Operations team dedicated to driving higher medical record and chart retrieval yield for clients. The team partners and collaborates cross-functionally within and outside of operations to define/develop/articulate tangible project plans, proactive analyses and relevant reporting to help ensure execution and delivery on client expectations and company monthly and quarterly financial goals. The Director of Customer Operations leverages the team to drive timely process improvement based on voice of the client and partner feedback.

What will be my duties and responsibilities in this job?

Oversight and Leadership of the Customer Operations Team

  • Guides a team of professionals dedicated to driving higher medical record and chart retrieval yield for clients

  • Leads the design of operational objectives and tangible work plans, and delegates assignments to team leaders for tactical execution

  • Serves as key point of contact for client and customer success escalations requiring intervention

  • Partners to support the “voice of the client” for operational excellence with the end objective of driving client retention and revenue growth

  • Serve as lead in participating in client-facing meetings, including market meetings, end of project debriefs and report outs, off-season planning and project kick-offs

  • Ensures timely project production monitoring, in-depth analysis and relevant reporting

  • Engages, builds and expands cross-functional relationships with the goal of better retrieval yield for clients

  • Participates in the forecasting and production planning with cross-functional partners (Customer Success, OP Excellence, Sales, Account Mgmt, etc.)

  • Maintains a sound understanding of operational processes, procedures and capabilities

  • Keeps the VP of Provider Operations fully informed in a timely and candid manner of performance towards the achievement of established goals and of all material deviations from the goals or objectives and policies which are established

  • Participates in strategic planning for overall CR / Government Services operational goals

Driving Continuous Improvement

  • Listens and takes action on voice of the client feedback

  • Focuses on driving service delivery in a more timely and effective manner

  • Participates in the change management and integration efforts to consolidate workflows, processes, and systems

  • Collaborates and leverage ideas from other leaders and departments to establish best practices for various retrieval methods

Talent Evaluation & Development

  • Manages team’s performance toward assigned OKRs

  • Coaches and develops leaders, staff and team members

  • Fosters a culture that is aligned with the company’s values, promotes ethical practices, customer service focused and encourages individual integrity

  • Partners and leverages the support of HR and Employee Relations Consultants

Innovation and Automation

  • Assist with end-to-end review of reporting and reporting tools

  • Identify reporting and system enhancements and improvements critical to timely project production monitoring

  • Identify automation opportunities

What are the requirements needed for this position?

  • 5+ years of previous healthplan or healthcare services operations experience

  • 5+ years of direct experience closely collaborating with Operations and Customer Success/Service teams

What critical skills are needed for this position?

  • 5+ years of experience with project-oriented work environment with daily production tracking and reporting

  • 5+ years of experience with managing the variability of a project-based workload

  • Solid understanding of medical record retrieval and its evolution Strong negotiation skills

  • Experience building business relationships with external business partners and vendors

  • Strong analytical and problem-solving skills

  • Able to effectively manage complex workload with competing priorities

  • Strong interpersonal relationship building skills at all levels

  • Experience building and managing high performing teams

  • Excellent communication and presentation skills (written and verbal)

  • Proficiency with Microsoft Excel, Word, and PowerPoint

  • Ability to work in a geographically disbursed environment

What other skills/experience would be helpful to have?

  • Bachelor’s Degree in business related field or equivalent experience; MBA is a plus

  • Process improvement certification- i.e, Lean Six Sigma preferred

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

  • General office demands/Home office

How much should I expect to travel?

  • Up to 10% travel requirement

  • 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.


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 Feeling 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, we require all employees to disclose COVID-19 vaccination status prior to beginning employment and, when j ob-related and consistent with business necessity , we may require periodic testing for certain roles. Some roles require full COVID-19 vaccination as an essential job function. 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 and the supplemental information at

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here 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 ( .

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.