Managed Services Analyst I

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 accents

Strong customer support skills

Proficiency in Microsoft Office applications and basic knowledge of Excel

Navigate and manage multiple tabs at once

Strong accountability and integrity due to sensitive nature of information

Determined, detail oriented, and proactive individual

Ability to execute all the checklist actions in the owned transactions

Clear and effective written communication

Roles & Responsibilities

Attain mastery on all the learning resources shared

Triage the case assigned and act adhering to the SOP

Initiate phone calls to the supplier to get required details which would aid further processing of the case

Work with suppliers on calls to take inputs and resolve the cases

Make case notes and escalate if required for next level of associate group

Reconcile data and loop the raw information to the transactional workflow

Flag any or all the outliers and contribute to the knowledge base improvement

Adhere 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 queues

Ownership in shifting between the queues to maintain the throughput across all the queues

Escalate and seek support for any roadblocks

Partner with peers and brainstorm ideas and contribute SOP development

Participate in meetings and discussions and share valuable feedback/inputs

Volunteer if needed for additional one-time activities within the role scope

Maintain data confidentiality and high work ethic

Education and Experience:

Must be a Graduate (certificates required)

1-3 years of experience

Additional:

1 way drop cab facility

Must be flexible for US shifts