Client Support Analyst

HCA • Nashville, TN

67d

About The Position

The Client Support Analyst I is primarily responsible for providing support to all Parallon Technology Solutions (CereCore) clients. This support includes triaging, prioritizing, researching, and resolving simple to complex customer incidents or service requests which; if left unresolved, could affect patient care or revenue. Acts as a project representative for their group on designated projects. Contributes to the creation of project documentation, develops knowledge library and the development of support related procedures. The Client Support Analyst I will interact and collaborate with users from supported hospitals, representatives from client sites, shared service centers, vendor representatives, CereCore and HCA corporate departments while supporting our applications. Building strong relationships among clients by working across organization boundaries to resolve client reported issues. Communicates knowledge, educates, instructs, and assists clients and team members as needed with problem solving. They will be required to continually expand knowledge of current and upcoming products within the designated specialties. The Client Support Analyst I is a CereCore Client Support Services team member. Client Support operations are 24 x 7 and mission critical due to the needs of the healthcare environments CereCore serves.

Requirements

• 1+ year experience required
• Two years' Customer Service preferred
• Two years' Healthcare industry experience preferred
• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Customer service orientation and/or prior customer service experience
• Demonstrated ability to learn customer support processes and techniques.
• Demonstrates strong analytical skills or solid understanding of troubleshooting methodology.
• Ability to solve problems.
• Competency in MS Office Suite and MS operating system.

Nice To Haves

• Experience with call center techniques
• Competency in call center tracking tools
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Mobile device support experience
• Apple product support experience
• Strong understanding of HCA security-related procedures.
• Understanding of Healthcare technology industry
• Basic network troubleshooting and support experience
• General desktop support experience.

Responsibilities

• Facilitates Client Support Services for CereCore clients.
• Documents all customer inquiries, reported issues, and resolutions received via phone calls, emails, or other alternative streams of input 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 deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
• Educates and trains clients one-on-one as needed to resolve requests. Expands current and upcoming product knowledge within the specialty.
• 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 with industry standards.
• Contributes to self-help knowledge base entries and documents typical requests, resolutions, and work-around procedures.
• Participates in problem efforts between departments, divisions, vendors, all Parallon business units, and HCA resources.
• Actively works to ensure CereCore Service Level Agreements are met.
• Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
• Identifies and analyzes trends in requests related to the Line of Business or specialty. Provides feedback from analysis to internal departments, clients, relationship consultant and the manager for the specialty.
• Provides after-hours and on-call support as required.
• Participates in CereCore activities and departmental project activities or other duties as assigned.

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans.
• Free counseling services and resources for emotional, physical and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay.
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more.
• Consumer discounts through Abenity and Consumer Discounts.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees