Description
Introduction
Do you have the career opportunities as an associate client support analyst you want with your current employer? we have an exciting opportunity for you to join hca healthcare which is part of the nation`s leading provider of healthcare services, hca healthcare.
Benefits
We are committed to providing our employees with the support they needAt hca healthcare, we offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:
Medical, dental, vision, life insurance and flexible spending
Paid time off (pto) and personal leave
401k (100% annual match - 3% to 9% of pay based on years of service)
Academic assistance and reimbursements for tuition and student loans
Employee discounts including tickets, retail, mental health apps, education apps, identity theft protection etc.
Home, auto, and pet insurance
Employee stock purchase program (espp)
Short term & long term disability coverage
Adoption assistance
Legal benefits and lots more!
Learn more about employee benefits
Our teams are a committed, caring group of colleaguesDo you want to work as an associate client support analyst where your passion for creating positive patient interactions are valued? if you are dedicated to caring for the well-being of others, this could be your next opportunityWe want your knowledge and expertise!
Job summary and qualifications
Please note – this is a work from home opportunity
The associate client support analyst is primarily responsible for facilitating support within a line of business to all hca healthcare, lifepoint, capella, parallon and non-affiliated hospitals and hca healthcare’s corporate office, division offices or other entitiesThis it service desk role includes answering incoming phone calls and emails from clients from throughout the enterprise, answering inquiries and questions, gathering significant information, triaging issues, troubleshooting problems, providing information to clients, prioritizing issues based on potential impact, routing issues to appropriate resources, and follow up phone calls and emails to assure issues have been addressed satisfactorily.
They will interact and collaborate with other support analysts within the enterprise and the client base to provide significant information about support issues, utilize appropriate resources to initiate effective resolution processes, enter information with meaningful content into ticketing system, identify and prioritize issues to be escalated and engage in some problem solving processesThe client base supported will include representatives from the hca healthcare division service desks and shared service centers, vendor representatives and other departments throughout the enterpriseBuilding strong working relationships within itg by working across organization boundaries to acquire and record significant information to be used in the resolution of client reported issuesThey will be required to continually expand knowledge of current and upcoming products within the designated specialties and update and distribute reference information accordingly.
Major responsibilities
Answers it service desk telephone calls professionally, triages issues, determines if incident resolution processes are needed and if so documents meaningful information in the it service desk ticketing system and routes those tickets to the appropriate resourcesCustomer inquiries and questions will be received via phone calls, mailboxes or other alternative streams of input.
Strong communication skills and etiquette are necessary and will be demonstrated at all times as a representative of the corporation.
Knowledge of common it keywords and technology issues.
Participation in troubleshooting issues.
Continual observation of incident resolution processes to promote understanding of issues, root causes and potentials for negative impact caused by reported issues.
Function as a liaison between it service desk and users/requestors, vendors, and itg staff members as directed by it service desk fix agents.
Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
Acknowledges itg service level agreements (sla), monitors open ticket status and conveys to ticket owners/assignees any potential compromise of sla’s.
Actively participates in communicating needs and expectations for customers and stakeholders, under the direction of other support analysts, consultants, managers, directors and/or avp.
Continually expands knowledge of current and upcoming products, applications, systems, and processes.
Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
What qualifications you will need:
Experience
Relevant work experience
Less than 1 year
Education
Bachelor’s degree - preferred
Other as noted:
Candidates with equivalent job experience may be considered.
Special qualifications
Demonstrated desire to learn line of business and business terminology
Demonstrated analytical and problem solving skills
Demonstrated patience, empathy, courtesy and listening skills required in dealing with customers and their issues
Desire to learn hca healthcare’s it service desk processes and techniques
Above average communication and telephone skills
Ability to succinctly communicate verbally and in a variety of media
Strong interpersonal relationship skills and the ability to work with a team
Excellent data entry and keyboard skills
Basic computer skills and knowledge (i.eMicrosoft office)
Preferred but not required:
Knowledge of customer service principles and practices
A working knowledge of providing customer support using issue tracking software
Physical demands / working conditions
Physical demands: prolonged sitting, viewing a computer screen and typing on a computer keyboard
Physical demands: extensive telephone usage
Working conditions: includes a schedule that has shifts occurring after normal business hours (nights, weekends and company holidays) and on-call support as required.
Working conditions: may require occasional travel
Itg transforms healthcare and gives people healthier tomorrowsWe deliver information technology strategy, support, and solutionsItg improve and enhance patient care and business operationsWe deliver services at administrative locations, data centers, and hospitalsThe facilities we support are located in 20+ states and the united kingdomOur team works to move healthcare forwardWe do this by seeking, embracing, developing, and delivering technology for patient care.
Hca healthcare has been named one of the world`s most ethical companies by ethisphere institute for over a decadeIn recent years, hca healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
`bricks and mortar do not make a hospitalPeople do.`- drThomas frist, sr.
Hca healthcare co-founder
If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our associate client support analyst openingWe promptly review all applicationsHighly qualified candidates will be contacted for interviewsUnlock the possibilities and apply today!
We are an equal opportunity employer and value diversity at our companyWe do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
