Sr Solutions Analyst (Remote)

American Specialty Health Incorporated

42d • Remote

About The Position

American Specialty Health Incorporated is seeking a Sr Solutions Analyst to join their Customer Service Fitness department. This position involves analyzing, researching, and resolving member/fitness center issues and inquiries from various sources including the Customer Service department, Client Services, direct clients, other ASH departments, and external sources like social media platforms, BBB/Consumer Advocacy organizations, and PayPal. Candidates selected for this remote/WFH position will be trained remotely and must have a designated work area with company-provided technology equipment. A stable internet connection is required, with a minimum download speed of 50 Mbps and upload speed of 10 Mbps (100 down/20 up recommended for higher quality video meetings).

Requirements

• High School diploma required.
• Must have demonstrated a thorough understanding of ASH policies and procedures.
• Must have demonstrated a thorough understanding of Customer Service Fitness Department processes and procedures.
• Thorough knowledge of all software programs utilized by Customer Service Fitness.
• Proficient in MS Office with experience using Word, Excel and Teams.
• Thorough knowledge of Fitness health plan provisions.
• Demonstrated member advocacy approach to issue handling
• Ability to compose professional business communications that support the effective resolution of issues, keep stakeholders apprised of current status of all matters, and represent ASH in a positive manner.
• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Nice To Haves

• Completion of ASH Fitness Customer Service training for all programs preferred.
• 3 months experience working cross-functionally within the Fitness line of business preferred.

Responsibilities

• Performs necessary analysis, research, resolving issues and responds to inquiries from internal and external customers.
• Researches member/fitness center issues and inquiries from management and other internal/external sources as applicable, makes decisions and completes the necessary steps to move the issues towards resolution
• Ascertains the nature of the inquiry requiring research and records pertinent information in ASH proprietary systems.
• Handles and prioritizes various types of issues, including escalations, internal/external requests, complaint investigations, etc.
• Interfaces directly with members, fitness centers, clients, external organizations and with personnel in other ASH departments to investigate and resolve issues.
• Contacts internal and external customers as needed to obtain information relating to research, and to report the outcome of the research.
• Conducts necessary follow-up on all tasks and at minimum meets all deadlines, including issue resolution completion, external/internal report completion and delivery, external response timelines, etc.
• Prepares written correspondence as needed, e.g. BBB, customer advocacy groups, social media responses, client reports.
• Conducts analysis of member/fitness center contacts and provides results to internal stakeholders, e.g. complaints, surveys, logs
• Assists Supervisor and/or Department Senior Management Team with special projects.
• Notifies Supervisor and/or Manager of any issues which may prevent meeting department standards or timelines.
• Responds to all customers in a professional, courteous and timely manner.
• Provides tracking reports to management.
• Tracks and reports all escalated issues and errors made by any department for training purposes.
• Provides corrected information to internal and external customers if caller was misinformed on a call.
• Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED