Managed Service Analyst II

The Managed Services Analyst II provides excellent customer service to internal and external customers, assisting with GHX products and services. This role involves administrative process support for routine tasks, handling daily case work, and meeting KPIs. The individual will demonstrate strong communication, analytical, problem-solving, and time management skills, while maintaining data confidentiality and contributing to team reference materials. They will also support Delivery Managers and leaders in process improvement.

Must Have

• 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
• Participate in meetings and discussions and share valuable feedback/inputs
• Monitor and assist assigned projects from Delivery Managers and
• Volunteer if needed for additional one-time activities within the role scope
• Maintain data confidentiality and high work ethic
• 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
• Internet savvy and computer literacy with proficiency in all Microsoft Office applications

Good to Have

• Preferably exposed to Salesforce environment for case handling

Job Description

Role Summary

The Managed Services Analyst role provides excellent customer service to both internal and external customers to assist with products or services provided by GHX. This role provides administrative process support for routine tasks. This individual will have a passion for customer service and performance excellence. In addition, this role will demonstrate excellent verbal and written communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships both internally and externally. This position requires effective time management skills, thorough attention to detail, ability to cross-train peers, and a high level of integrity.

Required Skills

• 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
• Internet savvy and computer literacy with proficiency in all Microsoft Office applications
• Preferably exposed to Salesforce environment for case handling.

Roles & Responsibilities

• 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
• Participate in meetings and discussions and share valuable feedback/inputs
• Monitor and assist assigned projects from Delivery Managers and
• Volunteer if needed for additional one-time activities within the role scope
• Maintain data confidentiality and high work ethic

Education and Experience:

• Tech/B.E./MCA/BCA is preferred
• 3-5 Years of Experience in a customer support role

GHX: It's the way you do business in healthcare

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

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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