Job Summary
The Senior Member Support Analyst examines the unique needs and concerns of the Member Support Team to develop relevant practices, training materials, and knowledgebase articles needed to equip the team to deliver outstanding support to the Membership base. While case work is not the primary focus, some case assignment will be made for reasons of support of the team due to complexity or volume of incoming cases. Mastery of initial assessment, triage, research, and resolution of intermediate to advanced incidents and requests regarding the use of system/web applications (Member Portal, PEM, HT Catalog, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR). Senior Analysts monitor team performance and report to the Manager. Maintenance of production systems, information, and reports are expected.

Training new analysts as well as the ongoing education and development of the team is a major distinction between this position and that of a Member Support Analyst. Senior Analysts will identify training and development needs, develop materials needed for training and education, and deliver direct training to new hires as needed. Senior Analysts are responsible for continual improvement of training materials and practices, materials and processes for general production, and the continuous expansion of knowledge of current contracts and system applications. Senior analysts are responsible for creating and maintaining the Service Cloud Knowledgebase articles for the team, helping to maintain shared documents and articles, and

Supervisor

Manager, Member Support Services

Supervises

Not applicable

Key Responsibilities

The Senior Member Support Analyst is focused on the initial training of new analysts, continued development and support of existing team members, and the over-all needs of the department. This position reports directly to the Supervisor and distinguishes itself from Member Support Analyst through its training functions.

Senior Member Support Analysts are responsible for Knowledgebase Articles in Salesforce, continual improvement of training and informational materials for the team, and an ongoing search for new and better ways to improve quality of case resolution and related operational functions of Member Support.

Duties (included but not limited to):

• Prepare weekly, monthly, or ad-hoc reports as requested or required.
• Conducts Salesforce Service Cloud training to new hires.
• Conducts training on all tools and applications needed by Analysts to work cases, including but not limited to PEM, Member Portal/Catalog, CMS, PASS, Commitment, Contracts, SMART, and others as required.
• Conducts educational and developmental training to existing staff as needed.
• Evaluates training efficacy and continuously improves the training process.
• Assists in the interview process for new hires.
• Maintains departmental documents and assignments for Analysts by COID/Facility.
• Develops and maintains Knowledgebase Articles in Salesforce.
• Provides ongoing support and evaluation of team member's competencies, need for additional training, and development of required skills for analysts.
• Case work, including carrying a relatively small case load, as required based on complexity, over-flow, and back-up for the team.
• Acts as a mentor to the team by providing an example of the highest level of support for Members, modeling the best practices, and maintaining a reputation for top quality services.
• Acts as a subject matter expert for most programs, tools, applications, processes, and interactions with Members, Suppliers, and colleagues at HealthTrust.

Knowledge, Skills & Abilities

Required:

• Advanced Customer Service skills are required.
• Prior experience in Member Support at HealthTrust is required.
• Strong analytical skills.
• Strong organizational and process analysis skills are essential.
• Excellent presentation and communication skills are required.
• Advanced use and ability to train new hires and existing analysts on all levels of use of tools for Member Support including Salesforce, Microsoft Office products, and applications used specifically by HealthTrust for Member Support Services.
• Ability to manage and prioritize multiple projects concurrently and within deadlines.
• Proven ability to work in a team environment and provide a mentor and/or SME role for the team.
• Intermediate analytics skills including working with analytical tools including MS Excel, Salesforce, and other related data analytic tools.

Preferred:

• Competency in call center tracking tools and call center applications preferred.
• One to two years training experience preferred.
• Prior experience in content management preferred.
• Prior experience in report building both with Salesforce and Microsoft Products.
• Strong understanding of security-related procedures.

EDUCATION

• Bachelor's degree preferred.

EXPERIENCE

• Four to five years of direct Member Support at HealthTrust or equivalent external experience preferred.

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.