Managed Services Analyst II
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
2-5 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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