Managed Services Analyst II (EMS)

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 interactions.
• Identify, document, and escalate repetitive customer issues.
• Solve escalated cases.
• Proactively maintain and contribute to team reference materials.
• Aid in increasing adoption of GHX's recommended practices for customers.
• 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
• 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
• Prioritize, multitask, and carry out projects correctly in a timely manner
• Proactively work with limited direction
• Demonstrate the ability to exercise independent judgment

Nice to have

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

About the company

Global Healthcare Exchange (GHX) is a healthcare business and data automation company. It enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.