Managed Services Analyst II

The role

The Managed Services Analyst II delivers customer service to internal and external clients regarding GHX products or services. This role supports administrative processes and acts as an operational point of contact between customers and internal service delivery teams.

What you will do

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Analyze dashboards compiling account health, service utilization, and operational metrics.
• Provide phone and email support to external customers.
• Handle daily workflows to meet KPI and QA metrics.
• Document all work and customer interactions.
• Identify and escalate repetitive issues and resolve escalations.
• Maintain and contribute to team reference materials.
• Train and mentor MSA I team members.
• Support increased adoption of GHX's recommended practices.

Required qualifications

• High School Diploma or equivalent with 1-2 years’ experience
• Technical knowledge of software products
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint
• Experience working in a team-oriented environment
• Ability to recognize problems, gather information, and escalate to leadership
• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Must be able to follow documented process and be detail oriented
• Strong accountability and integrity
• Strong customer support skills
• Clear and effective verbal, written, and presentation skills
• Ability to regularly meet or exceed KPI and QA standards
• Ability to grow and adapt to changing guidelines or processes

Nice to have

• Salesforce or other CRM experience preferred

Benefits

• health, vision, and dental insurance
• accident and life insurance
• 401k matching
• paid-time off
• education reimbursement

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.