The Favorite Thing About My Job

By Barbara Walsh posted 03-04-2021 01:05 PM


My favorite thing about my job is helping my team make a difference, not only for our clients but for Change Healthcare. We are the face of our company. Working with my team, Provider Account Management, we are dedicated to the overall client relationship and it is truly fulfilling. I'm here to help support the team in their efforts to be the best they can be in their role. I’ve been with the Change Healthcare organization for the past 21 plus years and I’ve experienced the organizational growth and change. We are an agile, inclusive organization and truly value our employees and our clients.

I enjoy helping the account management team make a difference for our clients. I assist in serving our clients better by providing mentoring, coaching, and team collaboration. We value our clients and as such, we provide a deeper level of communication by participating in client meetings, business, and scorecard reviews. By understanding our client’s goals and initiatives, we can ensure alignment with their Change Healthcare tools, for a successful outcome. We work collaboratively to develop stronger relationships between the client and the Change Healthcare team.

Part of my role is providing moral support; we unpack things that might have been less successful and explore ways to improve or enhance our processes for better outcomes. We celebrate our successes and implement changes to ensure others on the team share in the knowledge gained. It’s easy when you have a dedicated team of individuals, which I have, and I truly learn from each and every one of them.

My team specializes in Revenue Cycle excellence. We work with provider accounts that are revenue cycle-centric within the healthcare space. We support our clients in several areas of revenue cycle space such as Software and Analytics and EDI Medical Network solutions, as well as Communications & Payment Services solutions. In providing account management services to our customers, one of our main goals is to develop partnerships with our clients. Our role is to be the voice of the client to Change Healthcare and to display the dedication that Change Healthcare has in ensuring our products and services deliver their value.

I am proud that Change Healthcare is an agile and inclusive workplace. We are intentional about diversity. I value my team because I understand the difficulty of the job and the rewards that come with advocating for our customers. In the last year, we’ve invested as a company in educating our employees and engaging with them, and value their diversity and contributions. We value our customers by always looking for ways to improve our products and services. We don’t want to be just another vendor, but a true partner. The Account Management team’s purpose is not just about growing the business, it’s about understanding our clients, being able to deliver, and ultimately be their earn trust.

It’s satisfying to help our customers face the many challenges and successfully navigate through them. Over the last year, COVID-19 made it challenging to service their patients, especially in the early days. We quickly brought tools to enhance the intake areas of hospital and physician offices. Our agile response enhanced their check-in process to give consumers a safe and efficient experience. With COVID-19 accelerating the need, Patient Experience was a large factor. Another challenge was the CMS Price Transparency initiative that took effect in January 2021. We met the challenges with Shop Book and Pay, Virtual Front Desk, Care Cost SE, Clearance Estimator Patient Direct, and AHI Lobby.

As I said at the beginning, the favorite thing about my job is helping my team, make a difference for our clients and Change Healthcare. The Provider Account Management is dedicated to fostering collaborative client relationships. We invite our customers working with Provider Account Management to always feel free to reach out and let us know how we can serve you better. We appreciate your business and want to make your organization successful. Thank you.