Managed Services Analyst II (OT)

The role

The Managed Services Analyst provides customer service to internal and external customers for GHX products and services. This role involves administrative process support for routine tasks and managing daily casework.

What you will do

• Provide support for external customers via email for assistance with questions, education and resolution of problems.
• Handle daily case work while meeting predetermined KPI and QA.
• Accurately document all actions in daily case work and customer.
• Identify, document, and escalate repetitive customer.
• Solve escalated cases from.
• Proactively maintain and contribute to team reference.
• Aid in increasing adoption of GHX’s recommended practices for customers through daily customer.
• Proactively call out any failures and downtimes.
• Use and update the trackers and dashboards to understand and shift to the necessary queues.
• Escalate and seek support for any roadblocks.

Required qualifications

• Strong English language and comprehension skills with clear and effective verbal and written communication
• Ability to self-learn based on reviewing passed resolutions and feedback from team
• Ability to identify learning opportunities and self-educate where resources and opportunities are
• Ability review process and recognize inefficiencies and highlight it to leaders and partner in execution as required
• Ability to recognize problems, gather information, and escalate to leadership when
• Must be able to follow documented process and detail
• Strong accountability and integrity due to sensitive nature of information
• Strong customer support
• Grow and adapt to changing guidelines or
• Prioritize, multitask, and carry out projects correctly in a timely
• Proactively work with limited direction and/or
• Demonstrate the ability to exercise independent judgment and

Nice to have

• Exposed to Salesforce environment for case handling
• Tech/B.E./MCA/BCA is preferred

About the company

Global Healthcare Exchange (GHX) is a healthcare business and data automation company that enables better patient care and billions in savings for the healthcare community. The company is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide.