What are the responsibilities and job description for the Member Support Analyst - Onsite position at Comrise?
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 the Key Accounts assigned to them. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, PEM, HT Catalog, PASS, CCM, VIRA, HOME, and SMART.
Key Responsibilities:
The Member Support Analyst also resolves service requests related to general member inquiries, contracted pricing, letters of commitment, product quality and contract maintenance. They will interact and collaborate with users from supported hospitals, representatives from the company division service desks and shared service centers, vendor representatives and other HPG corporate departments while supporting HPG Membership. The Member Support Analyst is required to build strong relationships within HPG and the vendor network by working across organizational boundaries in order to resolve issues. They will be required to continually expand knowledge of current and upcoming contracts and system applications. This role is responsible for collecting information through member interaction, by accessing support systems and tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources in a timely manner. This position differentiates itself from the Associate Member Support Analyst by being able to work more independently, with less direct supervision, as well as working more complex cases and for Key HeathTrust Accounts. This position requires experience working directly in company processes, applications, and policies.
Required:
Demonstrates experience with and ongoing learning of processes in HPG, Parallon, Corporate IT and site-specific applications, technology, and terminology.
Demonstrated continued learning in member support processes and techniques.
Strong analytical skills.
• Ability to solve problems and share the solutions with peers and leadership.
Competency in MS Office Suite as well as tools and applications used by company in supporting its members and colleagues (PEM, CMS, Salesforce, Member Portal, etc.)
Direct experience and knowledge of Contracts, Commitment, Sourcing, and other close departmental partners within company operations.
Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.
Preferred:
Competency in call center tracking tools
Moderate to Advanced understanding and use of MS Excel with functions like Pivot Tables and V-Lookup.
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.
Experience:
Two to three years of direct Member Support at company or equivalent experience
Salary : $20