Classification: Contract
Contract Length: 12 months 
Job ID: 16544879

CereCore® provides EHR implementations, IT and application support, IT managed services, technical staffing, strategic IT consulting, and advisory services to hospitals and health systems nationwide. Our heritage is in the hallways of some of America’s top-performing hospitals. We have served as leaders in finance, operations, technology, and as clinicians turned power users and innovators. At CereCore, we know firsthand the power that aligned technology can provide in delivering care. As a wholly-owned subsidiary of HCA Healthcare, we are committed to bringing the expertise we have gained as operators to deliver IT services that emphatically address the needs of health systems across the United States. Our team of over 600 clinical and technical professionals has implemented EHR systems in more than 400 facilities and provides managed services support to tens of thousands of health system employees. We work tirelessly to provide healthcare organizations specialized IT services that support the delivery of patient care. The Link to Life-Saving Care.

CereCore is seeking a Member Support Analyst to join our team in Nashville, TN. 

Responsibilities:  

M-F, 8:00am to 5:00 pm

What are the desired traits/experiences that the Manager would most like to see?
1. Customer Service Skills- answering phone calls, professional language and interaction skills
2. Computer literacy, use of Microsoft Office products, reading comprehension, solid communication skills, some data analytics, ability to use multiple applications for tasks
3. Desire to become an FTE and join the team permanently 

Job Summary
The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, IMS, CatScan, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR). 

Supervisor
 Manager, Member Support Services
 
Supervises
 Not applicable

Key Responsibilities

The Member Support Analyst also resolves service requests related to general member inquiries, contracted pricing, letters of commitment, product quality and contract maintenance. They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HPG corporate departments while supporting HPG Membership.  The Member Support Analyst is required to build strong relationships within HPG and the vendor network by working across organizational boundaries in order to resolve issues.  They will be required to continually expand knowledge of current and upcoming contracts and system applications.  This role is responsible for collecting information through member interaction, by accessing support systems and tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources in a timely manner. 

Duties (included but not limited to):

• Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

• Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date.

• Provides support within a base of accounts, IDN specific, independent or vendors.  Educates and trains members one-on-one as needed to resolve requests. 

• Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs.

• Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude.

• Ensures the end-to-end member experience and provides a single point-of-contact for the member.  Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs.

• Analyzes and resolves incidents and requests regarding use of application software or hardware.

• Responsible to follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the member communication is complete. Documents resolutions and updates internal training documentation as needed.

• Grows general knowledge of current HPG web applications, portals, systems, contracts, pricing, and tiers. 

• Participates in Members Services and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.

• Provide member support for system password and account lock-out procedures.  Adheres to and supports IT standards, policies, and procedures.

• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

• Adheres to Code of Conduct and Mission and Value statements.

• Performs other duties as assigned

Knowledge, Skills & Abilities

• Required:

• Demonstrates ability and desire to learn HPG, Parallon, Corporate IT and site-specific applications, technology, and terminology.

• Demonstrated ability to learn member support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency in MS Office Suite. 
• Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.

• Preferred:

• Competency in call center tracking tools
• Prior experience supporting members in use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.
• Strong understanding of security-related procedures.

EDUCATION

• High school diploma; bachelor’s degree preferred.

EXPERIENCE

• Two to three years of customer service experience

CERTIFICATE/LICENSE

• N/A

PHYSICAL DEMANDS/WORKING CONDITIONS – Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 10 pounds occasionally.    Work is performed in an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. 

OSHA CATEGORY – The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.