Customer Support Analyst

JOB DESCRIPTION:

The Member Support Analyst also resolves service requests related to general member inquiries. They will interact and collaborate with users from supported hospitals, representatives from the business 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. 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. This position differentiates itself from the Associate Member Support Analyst by being able to work more independently, with less direct supervision, as well as working more complex cases. This position requires experience working directly in HealthTrust processes, applications, and policies.

RESPONSIBILITIES:

• Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.
• Serve as expert and specialist on the team for MFA and SSO trouble shooting and support.
• Addresses/resolves basic incidents/requests; logs all incidents/requests; engage appropriate service resources to resolve incidents 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.
• 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/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.
• 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.

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