Client Support Analyst I
Location: Nashville, Tennessee
Description: Corporate Metroplex is employing Client Support Analyst I right now, this occupation will be presented in Tennessee. More details about this occupation opportunity kindly read the description below. Job Summary:
The Client Support Analyst I is primarily responsible for providing support of all Revenue Cycle HCA, CHS, Lifepoint, Capella and non-affiliated hospitals and HCA’s cor! porate office, division offices or other entities. This support includes triaging, prioritizing, researching and resolving simple to moderate customer incidents or service requests which; if left unresolved, could affect patient care or revenue.
They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our applications. Building strong relationships within IT&S by working across organization boundaries to resolve client reported issues. They will be required to continually expand knowledge of current and upcoming products.
The Client Support Analyst I provides support during and after normal business hours (nights, weekends & holidays) as required.
90%
Answers Client Support Services telephone calls, documents all customer inquiries and resolutions received via phone call! s, mailboxes or other alternative streams of input in order to! identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner.
Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
Provides support within a Line of Business or infrastructure specialty and across specialties as required. Educates and trains clients one-on-one as needed to resolve requests.
Actively works to ensure IT&S Service Level Agreements are met.
Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
Expands current and upcoming product knowledge.
Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested! and keeping up to date on industry standards.
5%
Provides after-hours and on-call support as required.
5%
Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.
Experience:
One year or less relevant experience
Education:
College graduate preferred
Qualifications
Demonstrated ability and desire to learn Revenue Cycle line of business and business terminology
Demonstrated analytical and problem solving skills
High level of patience, empathy, courtesy and listening skills required in dealing with customers and their issues
Ability and desire to learn HCA’s Client Support Services processes and techniques
Ability to judge severity of issues and use discretion in obtain! ing required services
Ability to work independently with minim! al direct supervision
Above average communication and telephone skills
Ability to succinctly communicate verbally and in a variety of media
Strong interpersonal relationship skills and the ability to work with a team
Preferred but not required:
Customer service training or experience
A working knowledge of providing customer support using BMC’s Remedy
A working knowledge of Active Directory/NT Account administration
Understanding of IT Infrastructure Library (ITIL)
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If you were eligible to this occupation, please give us your resume, with salary requirements and a resume to Corporate Metroplex.
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This occupation will be started on: Thu, 31 Oct 2013 09:38:22 GMT
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