Senior Customer Support Analyst in Nashville, TN at HealthTrust

Date Posted: 7/23/2018

Job Snapshot

Job Description

Senior Customer Support Analyst

HealthTrust ( iscommitted to strengthening provider performance and clinical excellence throughan aligned membership model and the delivery of total spend managementsolutions that leverage its operator experience, scale and innovation. Membersinclude over 1,500 hospitals and health systems, and more than 31,000 non-acutecare sites.

Job Summary  
Under the direction of the Member SupportManager and in support of Member Services, the Senior Member Support Analyst examinesthe unique needs and concerns of the team to develop relevant practices,training material, knowledgebase articles, and procedures to equip the team todeliver outstanding customer service to the Membershipbase. This position draws data from relevant systems, including Service Cloud,HOME, IMS, and CatScan to identify weekly and monthly team performance trends.The Senior Analyst also responds to custom report requests from the Membershipbase of accounts and aids in the resolution of member issues.
The Senior Analyst is also responsible fortraining new analyst as well as the ongoing education of the Member Supportteam. This position will identify training and development needs within theteam, develop training manuals and other collateral, and deliver the trainingas needed. They will evaluate training effectiveness and continuously improvethe internal training process. They will be required to continually expandknowledge of current and upcoming contracts and system applications.

The Senior Analyst is also responsible forcreating and maintaining the Service Cloud knowledgebase or articles, how-to’s,and alerts based on the needs of the team andMember Support Services Manager. This includes provisioning new users,management of the overall drafting and publishing workflow supporting thecreation, editing, review, and publishing of informational artifacts. 

  • Prepares weekly and monthly departmentreports.
  • Prioritizes and responds to ad-hoc reportingrequests.
  • Creates standards and customize reporttemplates in Salesforce Service Cloud based on member accounts, contracts,supplies, or issue type.
  • Creates management level reports via Exceland PowerPoint; summarizes data into salient points, trends, and insights.
  • Conducts Salesforce Service Cloud trainingto new hires.
  • Conducts educational and developmental trainingto existing staff as needed.
  • Provisioning new users, managing departmentuser licenses.
  • Evaluates and processes Service Cloudlicense request from Portfolio Specialists or other Sourcing users.
  • Evaluates training effectiveness andcontinuously improves the training process.
  • Assists in the interview process
  • Develops, launches, and maintains Salesforcetechnical knowledge by attending online training classes or reviewing releasenotes/publications.
  • Captures, documents, and communicatesService Cloud bugs, enhancements, and changes to the Development team.
  • Responsible for KB article workflow;analyzing and investigating proposed articles, creating new articles, seekingknowledge for internal and external resources, and publishing.
  • Editing text for technical clarity andaccuracy.
  • Verifying knowledge by researching andconsulting with internal SME’s.
  • Organizing technical information already gatheredfor inclusion in the KB, validating legacy information for relevance andarchiving legacy artifacts. 
  • Responsible for the completion of knowledgeupdates within a specific time frame.
  • Analyze metrics and user feedback to makeimprovements to the KB.

Job Requirements

Bachelor’s degree preferred.

  • Three years of experience as a MemberSupport or Customer Service Representative preferred.
  • One to two years of training experiencepreferred.
  • Prior experience in content managementpreferred.
  • Prefer past experience as a Customer ServiceRepresentative II or III.
  • Prior Salesforce and Service Cloud experiencepreferred.   
  • Prior experience in report building.