Executive Director, Field Services - Eligibility & Enrollment
Change Healthcare
21h ago

Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Executive Director, Field Services Enrollment & Eligibility

Overview of Position

The Executive Director, Field Services is responsible for effectively managing operations and delivering a high level of customer service within assigned clients.

The Executive Director, Field Services is responsible for ensuring that each facility runs smoothly and meets all budget goals.

Reporting to the VP, this role is responsible for leading a team of Directors and indirectly a team of Managers and Patient Advocates to ensure the highest level of customer service possible within assigned clients.

This role works collaboratively with local leadership at the customer sites and with other leadership across Change Healthcare.

This is a remote / telecommuter position.

What will be my duties and responsibilities in this job?

  • Leads a team of Directors, Managers and Patient Advocates responsible for assisting patients in obtaining the maximum benefit coverage available to them through state and federal programs.
  • Responsible for ensuring the quality and quantity of claims taken and ensures that claims are submitted timely. Ensures that claim status is documented appropriately in the system.
  • Responsible for reporting and metrics for assigned territory, including WIP, HOLDS, EW, Accepted Referrals, PCSR. Provides recommendations based on reporting.
  • Ensures the appropriate coverage is available at all hospitals within assigned region
  • Fosters ongoing communications with government agencies regarding the status of claims
  • Manages all customer relationships in accordance with Change Healthcare policy and federal / state regulations.
  • Stays abreast of regulatory changes within the region
  • Expand product offerings, generate additional revenue opportunities, improve the customer experience and enhance the infrastructure by leveraging existing and new technologies.
  • Works closely with Sales and acts as their subject matter expert for the region
  • Customer Facing Activities Manages the client relationship for assigned facilitiesTravels to assigned facilities on a regular basis and meets with customers to discuss the accountFunction as the primary point of contact for any and all matters specific to your customersBuild and maintain strong, long-lasting customer relationshipsDevelop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsorsEnsure the timely and successful delivery of our solutions according to customer needs and objectivesCommunicate clearly the progress of monthly / quarterly initiatives to internal and external stakeholdersForecast and track key account metricsIdentify and grow opportunities within territory and collaborate with sales teams to ensure growth attainmentAssist with high severity requests or issue escalations as needed
  • Team Leadership Fosters teamwork by actively encouraging team members to work together and by setting the right exampleProactively manages change by demonstrating the ability to support innovation and organizational changes needed to improve the organization's effectivenessManages team performance setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
  • Communicates effectively and ensures that information is passed on to others who should be kept informed.Develops others by demonstrating the ability to delegate responsibility and to work with others and coach them to develop their capabilities.

    Ensures that all staff receives the training necessary to be successful.Works with the team members on development planning and provides growth opportunities within Change Healthcare as appropriateWhen staffing needs arise, partners closely with Talent Acquisition to interview and hire the best talent.

    Builds collaborative relationships by developing, maintaining, and strengthening partnerships with others inside or outside the organization who can provide information, assistance, and support

    What are the requirements needed for this position?

  • Minimum of 7+ years of experience with enrollment and eligibility
  • Minimum of 7-10+ years of people management experience
  • Thorough knowledge of SSA / SSI disability, as well as other federal financial assistance programs and state and local government programs
  • Strong communication skills with a wide variety of audiences
  • Excellent customer service skills
  • Ability to demonstrate decisiveness and judgment in a wide range of situations
  • General knowledge of Microsoft Office
  • Strong follow up and organizational skills
  • Ability to work collaboratively within a team
  • What other skills / experience would be helpful to have?

  • Basic mathematical knowledge and understanding of budgets
  • What are the working conditions and physical requirements of this job?

    General office demands

    How much should I expect to travel?

    Post COVID, this position may require up to 75% overnight travel. 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

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