Job description

Length of assignment: 6 months, possibility of conversion

Remote/onsite: Onsite

Job Summary:

The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, IMS, CatScan, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR).

Duties (included but not limited to):

• Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date.
• Provides support within a base of accounts, IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolve requests.
• Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs.
• Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude.
• Ensures the end-to-end member experience and provides a single point-of-contact for the member. Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs.

Knowledge, Skills & Abilities

• Required:
• Demonstrates ability and desire to learn HPG, Parallon, Corporate IT and site-specific applications, technology, and terminology.
• Demonstrated ability to learn member support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency in MS Office Suite.
• Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.
• Preferred:
• Competency in call center tracking tools
• Prior experience supporting members in use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.
• Strong understanding of security-related procedures.

EDUCATION

• High school diploma; bachelor’s degree preferred.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Ability to commute/relocate:

• Nashville, TN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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