Managed Services Analyst II
Brief overview
About the company
<p><strong data-stringify-type="bold">This role is expected to be filled on or before 90 days from the original posting date.</strong></p> <p><strong data-stringify-type="bold">GHX: It's the way you do business in healthcare</strong><br>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.</p> <p><br>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.</p> <p><br>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 Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.</p>
Job description
Summary
GHX is a healthcare business and data automation company that provides cloud-based supply chain technology, solutions, analytics, and services. The Managed Services Analyst II supports customers as an operational contact, analyzes account and service metrics, provides phone and email support, manages workflows, and mentors Level I analysts.
Responsibilities
- 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 to report insights and support customers, aimed at improving their overall account health and experience
- Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers when beneficial — while applying working knowledge of internal and external processes
- Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions; identify and escalate repetitive issues, and resolve escalations as required
- Proactively maintain and contribute to team reference materials
- Train and mentor MSA I team members on customer communication and engagement standards
- Support increased adoption of GHX's recommended practices through daily customer interactions
Skills
- This position requires effective time management skills, thorough attention to detail, and a high level of integrity
- Ability to recognize problems, gather information, and escalate to leadership when necessary
- 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 due to sensitive nature of information
- 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
- Ability to prioritize, multitask, and carry out projects correctly in a timely manner
- Ability to act as a resource for Level I Managed Services Analysts
- 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
- Salesforce or other CRM experience preferred
Qualifications
Must Haves
- This position requires effective time management skills, thorough attention to detail, and a high level of integrity
- Ability to recognize problems, gather information, and escalate to leadership when necessary
- 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 due to sensitive nature of information
- 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
- Ability to prioritize, multitask, and carry out projects correctly in a timely manner
- Ability to act as a resource for Level I Managed Services Analysts
- 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
Nice to Haves
- Salesforce or other CRM experience preferred
Benefits
- Health, vision, and dental insurance
- Accident and life insurance
- 401k matching
- Paid-time off
- Education reimbursement
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