M-F, 8:00am to 5:00 pm

What are the desired traits/experiences that the Manager would most like to see?

1. Customer Service Skills- answering phone calls, professional language and interaction skills

2. Computer literacy, use of Microsoft Office products, reading comprehension, solid communication skills, some data analytics, ability to use multiple applications for tasks

3. Desire to become an FTE and join the team permanently

Job Summary
The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications ( Member Portal, IMS, CatScan , PASS, CCM, VIRA, HOME, SMART, iCommit , and SSR).

Supervisor
Manager, Member Support Services

Supervises
Not applicable

Key Responsibilities

The Member Support Analyst also resolves service requests related to general member inquiries, contracted pricing, letters of commitment, product quality and contract maintenance. They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HPG corporate departments while supporting HPG Membership. The Member Support Analyst is required to build strong relationships within HPG and the vendor network by working across organizational boundaries in order to resolve issues. T hey will be required to continually expand knowledge of current and upcoming contracts and system applications. This role is responsible for collecting information through member interaction, by accessing support systems and tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources in a timely manner.

Duties (included but not limited to):

• Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date.
• Provides support within a base of accounts, IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolve requests.
• Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs.
• Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude.
• Ensures the end-to-end member experience and provides a single point-of-contact for the member. Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Responsible to follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the member communication is complete. Documents resolutions and updates internal training documentation as needed.
• Grows general knowledge of current HPG web applications, portals, systems, contracts, pricing, and tiers.
• Participates in Members Services and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.
• Provide member support for system password and account lock-out procedures. Adheres to and supports IT standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Adheres to Code of Conduct and Mission and Value statements.
• Performs other duties as assigned

• Required :
• Demonstrates ability and desire to learn HPG, Parallon , Corporate IT and site-specific applications, technology, and terminology.
• Demonstrated ability to learn member support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency in MS Office Suite.
• Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.

• Competency in call center tracking tools
• Prior experience supporting members in use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.
• Strong understanding of security-related procedures.

EDUCATION

• High school diploma; bachelors degree preferred.

EXPERIENCE

• Two to three years of customer service experience