Kcs Program Manager

3 weeks ago

Richmond, Canada Change Healthcare Full time

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.

**Please review the full template and ensure that you have removed all instructional sections prior to posting.**

**Work Location**:
“Fully Remote - U.S.” or "Fully Remote - Canada”

**Position**:
Enterprise Imaging is looking for a KCS Program Manager that will own & lead the continuous improvement of our Knowledge Centered Service (KCS). The KCS Program Manager will be responsible for generating a KCS culture that improves access and adoption of knowledge across the EI teams with a focus on Operations. This role will be responsible for internal knowledge workflows and KCS as best practice/methodology that maximizes success by driving a culture of creating, managing, and sharing knowledge among employees, agents, and customers. This role will lead the creation of a customer facing knowledge base program and integrate it with internal KCS workflows. As the KCS Program Manager, you have a solid understand that capturing and sharing knowledge is an integral part of the issue resolution and prevention workflow.

**Core Responsibilities**:

- The development, implementation and continued improvement of a KCS strategy across Global Support Organization and the EI organization as a whole.
- Implementing KCS strategy by creating plans and executing on deliverables in collaboration with the Global Support Leadership Team aligned to key metrics and goals.
- Establishing and driving regular meetings with key stakeholders to advise and educating around support optimization.
- Collaborating with customer support managers across global regions to define and deliver a comprehensive training program that incorporates key roles in the KCS strategy.
- Creating a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
- Create a content strategy for customer facing knowledge, define roles/responsibilities and workflows to maintain content with appropriate controls
- Regularly reporting on defined KPI’s and insights as it pertains to the program to assist leadership to drive continuous improvement.
- Establishing clear accountability in all managers to make KCS a core competency integral to business success.
- Designing, implementing and creating a consistent experience that continuously improves the customer experience.
- Deploying and ensuring ongoing success of the KCS program for managing content (including new content development), maintenance strategies and KPI’s to measure effectiveness.
- Ensure visibility of knowledge workers into to the impact of their contributions and recommend appropriate rewards/gamification programs to encourage key knowledge behaviors for success.

**Requirements**:

- Demonstrated ability to manage cross-functional efforts within a matrix organization
- A track record of leadership and self-direction
- Ability to quickly identify a problem, propose a solution, and drive the resolution. Adaptable/Flexibility: Can quickly adjusts to changing business requirements and keep an open mind to alternative approaches
- In-depth understanding of the processes, procedures, and expectations of a technical support or customer support operation
- Experience with writing and maintaining detailed process/program documentation
- Experience implementing transformation programs and processes
- 5 years relevant work experience within KCS, or 3 years and a Bachelor's Degree or higher

**Preferred Qualifications**:
**Working Conditions/Physical Requirements**:

- General office demands

**Travel**:
potential for travel 0-10% for offsite meetings, conferences, and training sessions.
- 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.

**Unique Benefits**:

- 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
- **Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.**

**Diversity, Equity & Inclusion***:

-

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