GHX Managed Services Analyst I
About the job
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 a neutral English accent and the 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 the sensitive nature of the 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 of all the learning resources shared
- Triage the case assigned and act, adhering to the SOP.
- Initiate phone calls to the supplier to get the 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 the next level of the 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 is 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 to 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 a high work ethic.
Education and Experience:
- College or University degree
- 1-3 years of experience
Additional:
- 1-way drop cab facility
- Must be flexible for US shifts
GHX: It’s the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics, and services. We bring together healthcare providers and manufacturers, and distributors in North America and Europe, who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together, we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada, and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.