1. © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.
Design Resource Guide
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

2. © 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.
Instructions
Use this guide to assist as you:
Conduct the Functional Org Review
Define functional roles & responsibilities
Define the new org structure
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

3. Conducting the Functional Org Review
When designing an organization, it’s important to define the work the organization will perform in alignment with the criteria, and identify the different functions needed to do the work.
Once the work and functions have been defined, the needed competencies & skills can be aligned.
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

4. Sample Functional Org Review
Sales
Function
Account Management Function
Operations Function
(Client Mgmt Analysts)
Focused on growing new business/clients
Closes deals on new business and existing business
Partners closely with Account Management function
Competencies/Skills:
Sales skills
Industry knowledge
Product knowledge
Relationship building
Executive presence
Presentation skills
Expand, maintain and develop existing client relationships and services
Partners closely with Client Management Analysts and Sales
Manages all aspects of the customer relationship
Acts as the primary point of contact for assigned customer accounts
Competencies/Skills:
Enterprise knowledge
Thought Leadership
Strategic focus
Relationship building
Growth and expanding business in existing customer base
Proactive Account Management
Executive Presence
Focus on analytics, data, trends and problem solving
Partner closely with Account Management function to deliver client operational metrics and analytics
Competencies/Skills:
Operations skills
Customer service skills
Analytical
Data focused
Problem solving
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

5. Defining Functional Roles & Responsibilities
After the functions & competencies are aligned, roles & responsibilities for each function can be defined.
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

6. Sample Roles & Responsibilities
Description
VP, Account Management
Responsible for leading a diverse team of professionals dedicated to managing all aspects of the client relationship and driving organic growth through expansion of business service offerings. Leads a series of accounts in support of both the client goals and corporate profitability.  Builds strong/lasting client relationships with a deep knowledge of client business practices and products and services.
Exec Dir of Account Management
Key client contact responsible for developing the client relationship at the C-suite level, driving customer satisfaction and retention. Responsible for all client(s) in assigned region with focus on driving organic growth through expansion of business service offerings. Coordinates with Sales to drive additional services. Serves as escalation point for client issues. May be responsible for managing Directors of Account Management and/or team of individual contributors in the account management function.
Dir of Account Management
Responsible for ensuring both customer satisfaction and retention with client(s).This requires building effective relationships with clients that result in retention, client reference-ability, and adoption of additional services. Drives organic growth through identification of opportunities to expand business service offerings. Coordinates with Exec Dir AM to assess additional opportunities that are shared with sales.
Client Managers
Manages all aspects of business relationship with the customer. Ensures all appropriate resources are available and utilized effectively and efficiently to maximize overall business management services and corporate profitability. Develops and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately while balancing client needs with company profitability.
Client Management Analysts
Responsible for analysis related to client metrics, performance, and financial trends. Provides analysis and system enhancements that allow Client Managers to perform their duties more efficiently and with improved accuracy.
Growing into existing base
Client Relationship
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

7. Defining the New Org Structure
After identifying the needed roles & responsibilities, the new org structure can be defined.
Pay particular attention to span and control.
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.

8. Client Management Analysts
Sample Org Structure
VP Account Management
Exec Dir of AM
Exec Dir of AM
Exec Dir of AM
Regional Leaders
(Multiple clients)
Dir of AM
Dir of AM
Dir of AM
Dir of AM
Dir of AM
Dir of AM
Leaders with large client or multiple smaller clients
Client Managers
Client Managers
Client Managers
Manage client relationship
Client Management Analysts
CMA reports into operations with dotted line to AM function
11/12/2018
© 2016, 2017 Change Healthcare Solutions, LLC. All Rights Reserved.