Member Support Analyst in Nashville, TN at HealthTrust

Date Posted: 7/13/2018

Job Snapshot

Job Description

Member Support Analyst

Parallonbelieves that organizations that continuously learn and improve will thrive. That’swhy after more than a decade Parallon remains dedicated to helping hospitalsand hospital systems operate knowledgeably, intelligently, effectively andefficiently in the rapidly evolving healthcare marketplace, today and in thefuture. As one of the healthcare industry’s leading providers of business andoperational services, Parallon is uniquely equipped to provide a broad spectrumof customized revenue cycle services.

Job Summary 

The Member Support Analyst is assigned a base of accounts and provides Tier 1technical support as well as overall HPG support for incident resolution andrequests reported by their account base. Responsibilities include initialassessment, triage, research, and resolution of basic incidents and requestsregarding the use of system/web applications (Member Portal, IMS, CatScan,PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR).  The Member Support Analyst also resolvesservice requests related to general member inquiries, contracted pricing,letters of commitment, product quality and contract maintenance. They willinteract and collaborate with users from supported hospitals, representativesfrom the HCA division service desks and shared service centers, vendorrepresentatives and other HPG corporate departments while supporting HPGMembership.  The Member Support Analystis required to build strong relationships within HPG and the vendor network byworking across organizational boundaries in order to resolve issues.  They will be required to continually expandknowledge of current and upcoming contracts and system applications.  This role is responsible for collectinginformation through member interaction, by accessing support systems and tools,and additional support staff (service resources) if needed. Problems beyond thescope of their ability or responsibility are resolved by engaging other serviceresources in a timely manner. 


  • Answer calls in a service desk environmentand actively works to ensure expected resolution dates and call center metricsare met.
  • Addresses and resolves basic incidents andrequests; logs all incidents and requests; engages appropriate serviceresources to resolve incidents that are beyond the scope of their ability orresponsibility.
  • Uses the appropriate categories for loggingincidents and requests and close service requests within the expectedresolution date.
  • Provides support within a base of accounts,IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolverequests. 
  • Act as a liaison/main contact for clientswhile coordinating with multiple internal groups and external groups toidentify and meet client needs.
  • Creates a positive member support experienceand builds strong relationships through deep problem understanding, ensuringtimely resolution or escalation, communicating promptly on progress, andhandling members with a consummately professional attitude.
  • Ensures the end-to-end member experience andprovides a single point-of-contact for the member.  Act as a liaison/main contact for memberswhile coordinating with multiple internal groups and external groups toidentify and meet client needs.
  • Analyzes and resolves incidents and requestsregarding use of application software or hardware.
  • Responsible to follow up with other supportstaff involved in resolution to ensure incidents are resolved, requests arefilled, and the member communication is complete. Documents resolutions andupdates internal training documentation as needed.
  • Grows general knowledge of current HPG webapplications, portals, systems, contracts, pricing, and tiers. 
  • Participates in Members Services anddepartmental project activities or other duties as assigned; such as: attendsproject meetings, testing, developing or reviewing documentation and supportprocedures, supporting the pilot or implementation, etc.
  • Provide member support for system passwordand account lock-out procedures.  Adheresto and supports IT standards, policies, and procedures.
  • Maintains and protects confidentiality withregard to all aspects of patient care and employee information.

Job Requirements

High school diploma; bachelor’s degree stronglypreferred.
Two to three years of customer serviceexperience