Managed Services Analyst
1 month ago
Role Summary
The Managed Services Analyst Calling is part of the Managed Services Customer Experience organization within GHX. This team works on behalf of customers of GHX (hospitals) in enabling seamless purchase order processing. The analyst in this role works within our custom software to process order transactions that require manual assistance for completion. The analyst would:
Work within a software queue to identify the next order for processing Call US based healthcare suppliers and obtain key order processing information Correlate order response information based on attributes that are confirmed in the call The analyst would be responsible for escalating the case to the necessary parties in case of an impasse. In all the required cases, the analyst must create case notes and maintain the case 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 Excellent communication skills with neutral English accent and ability to understand foreign English accentsStrong customer support skillsProficiency in Microsoft Office applications and basic knowledge of ExcelNavigate and manage multiple tabs at onceStrong accountability and integrity due to sensitive nature of informationDetermined, detail oriented, and proactive individualAbility to execute all the checklist actions in the owned transactionsClear and effective written communication Roles & Responsibilities Attain mastery on all the learning resources sharedTriage the case assigned and act adhering to the SOPInitiate phone calls to the supplier to get required details which would aid further processing of the caseWork with suppliers on calls to take inputs and resolve the casesMake case notes and escalate if required for next level of associate groupReconcile data and loop the raw information to the transactional workflowFlag any or all the outliers and contribute to the knowledge base improvementAdhere to timelines in handling the cases assigned and maintain hourly throughput Proactively call out any failures and downtimes Use and update the trackers and dashboards to understand and shift to the necessary queuesOwnership in shifting between the queues to maintain the throughput across all the queuesEscalate and seek support for any roadblocksPartner with peers and brainstorm ideas and contribute SOP developmentParticipate in meetings and discussions and share valuable feedback/inputsVolunteer if needed for additional one-time activities within the role scopeMaintain data confidentiality and high work ethic Education and Experience: College or University degree 1-3 years of experienceAdditional:
1 way drop cab facility Must be flexible for US shifts-
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