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 the Key Accounts assigned to them. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, PEM, HT Catalog, PASS, CCM, VIRA, HOME, and SMART. 

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. This position differentiates itself from the Associate Member Support Analyst by being able to work more independently, with less direct supervision, as well as working more complex cases and for Key HeathTrust Accounts. This position requires experience working directly in HealthTrust processes, applications, and policies.

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, especially those identified as Key Accounts, Stakeholders, or Members identified as VIP, 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.
• Create and maintain reports to members regarding case volumes and outcomes as well as regular reporting to the Member Support Team.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Acts as a Mentor to Associate Member Support Analysts; providing ongoing support and assisting the professional growth of Associates through sharing of knowledge gained from an Analyst's considerable experience and expertise.
• Adheres to Code of Conduct and Mission and Value statements.
• Performs other duties as assigned

Knowledge, Skills & Abilities

Required:

• Demonstrates experience with and ongoing learning of processes in HPG, Parallon, Corporate IT and site-specific applications, technology, and terminology.
• Demonstrated continued learning in member support processes and techniques.
• Strong analytical skills.
  • Ability to solve problems and share the solutions with peers and leadership.
• Competency in MS Office Suite as well as tools and applications used by HealthTrust in supporting its members and colleagues (PEM, CMS, Salesforce, Member Portal, etc.)
• Direct experience and knowledge of Contracts, Commitment, Sourcing, and other close departmental partners within HealthTrust operations.
• Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.

Preferred:

• Competency in call center tracking tools
• Moderate to Advanced understanding and use of MS Excel with functions like Pivot Tables and V-Lookup.
• 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 direct Member Support at HealthTrust or equivalent experience