Senior Customer Experience Analyst
3 weeks ago
The Senior Customer Experience Analyst position is part of the Managed Services organization within GHX. This team works on behalf of customers (hospitals) to ensure seamless purchase order processing.
In this role, you will work within our custom software to process order transactions that require manual assistance for completion. Your responsibilities will include:
- Processing order transactions in a software queue
- Communicating with US-based healthcare suppliers to obtain key order processing information
- Correlating order response information based on attributes confirmed during calls
You will be responsible for escalating cases to necessary parties in case of an impasse and maintaining case notes and information within our software.
This position requires excellent English verbal skills, effective time management, a passion for excellent customer service, performance excellence, attention to detail, high level of integrity, and work ethic.
Required Skills and QualificationsTo succeed in this role, you will need:
- Excellent communication skills with a neutral English accent and ability to understand foreign English accents
- Strong customer support skills
- Proficiency in Microsoft Office applications and basic knowledge of Excel
- Able to navigate and manage multiple tabs at once
- Strong accountability and integrity due to sensitive nature of information
- Determined, detail-oriented, and proactive individual
- Able to execute all checklist actions in owned transactions
- Clear and effective written communication
Your key responsibilities will include:
- Mastery of all learning resources shared
- Triage of assigned cases and adherence to SOP
- Initiation of phone calls to suppliers to obtain required details
- Work with suppliers on calls to take inputs and resolve cases
- Making case notes and escalating if required
- Reconciliation of data and looping raw information to transactional workflow
- Flagging any outliers and contributing to knowledge base improvement
- Adherence to timelines in handling assigned cases and maintaining hourly throughput
- Proactive identification of failures and downtimes
- Use and update trackers and dashboards to understand queues
- Ownership of shifting between queues to maintain throughput across all queues
- Escalation and seeking support for roadblocks
- Partnership with peers and brainstorming ideas for SOP development
- Participation in meetings and discussions, sharing valuable feedback/inputs
- Volunteering for additional one-time activities within role scope
The estimated salary range for this position is $55,000-$65,000 per year, depending on experience. Additionally, you will have access to benefits such as health insurance, retirement plan, and paid time off.
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