Escalation Manager, Customer Support
Change Healthcare
Richmond, BC
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.
Empower Your Future. Make a Difference.
Current Need
Escalation Manager, Customer Support

Position Description
This position is responsible for providing escalation management for mission-critical imaging and workflow systems that are deployed at customer facilities around the world.

The individual is primarily engaged in utilizing their specialized knowledge of the IWS technology suite of products as well as applying professional judgment and management skills that provide leadership in highly escalated cases. This individual will act as the primary interface for the customer in these highly intense situations and work with internal technical and management resources to find resolutions.

Prioritize and action escalations to ensure visibility, traction and ultimate closure
Liaison with internal teams, including R&D, Technical Response, Systems Engineering, Production & Installation, and Sales as required to deliver on customer requests
Establish the expectations and scope of engagement for the escalation with the customer
Ensure escalations are kept active and updated on a regular basis, and drive cases to resolution
Provides direction to team members based on general policies and management guidance
Provides feedback to team members related to task assignments
Produce “Root Cause Analysis” for all escalations and Problem Managements are entered for those that are deemed to be preventable
Works internally through Problem Management tasks to identify and find solutions to decrease repeat causes of escalations and increase the effective of processes and workflows
Continually seek opportunities to increase customer satisfaction and deepen customer relationships
Demonstrate an active leadership role assisting in the development of a collaborative work environment and productive culture
Provide coaching and mentoring to team members
Advocate knowledge sharing in the Support department by being an active contributor to the knowledge management system such as creating articles, as well as updating outdated articles, conducting knowledge breaks, etc.
Identify opportunities for further team education and growth and assist in the development of the department.
Contribute to a fast-paced and highly collaborative team-based work environment
Ability to develop in-depth product knowledge and a commitment to continuous learning and personal development.

Minimum Requirements (Required):
Two years’ experience in the Remote Systems Administrator role within the support department or equivalent.
Two years’ experience with supporting IWS products. Solid understanding of other McKesson product lines including CPACS, Conserus and MRM.
Two years’ experience in a customer facing and interacting role as well as handling large corporate customers.
Knowledge of the radiology workflow
Knowledge and experience with internal and inter-departmental escalation workflows
Three years’ experience in a software technical support environment.

Critical Skills (Required):
Excellent verbal and written skills in the language that support will be provided
Strong customer service skills and ability to interact effectively with different audiences, including Information Technology Analysts and clinical radiology staff, including PACS Administrators, Technologists, and Physicians.
Ability to work well under pressure and learn quickly in a high pace, challenging environment
Excellent escalation and customer management skills along with the ability to influence others
Highly developed organization skills and an ability to multitask in a fast-paced environment with competing priorities
Proven willingness to mentor and coach staff
Embraces leadership roles
Creative problem solver, able to accomplish goals through a variety of processes and tools
Knowledge of project management methodologies

Additional Knowledge and Skills (Preferred / Not Required):
Knowledge of the radiology workflow
Knowledge and experience with internal and inter-departmental escalation workflows
Three years’ experience in a software technical support environment.
Knowledge of project management methodologies
Bachelor's Degree in Computer Science/Engineering or Computer Technology Diploma and equivalent experience or equivalent related experience and certification (MCSE, A+, etc.)

Physical Requirements
General Office Demands

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!