Senior Member Support Analyst job in Nashville, TN
Nashville, TN CorTech LLC
| Job Ref: | 366832 |
| Employer: |
CorTech LLC |
| Job Type: | Contract |
| Salary and Benefits: | 22.00/Per Hour |
| Remote: | No |
Location |
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| City: | Nashville, TN |
| Post Code: | 37203 |
| Map: |
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Description |
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JobsRUs.com is seeking to hire a Senior Member Support Analyst for our client in Nashville, TN! Benefits Available! Weekly Pay! Pay Rate - $22/hr 1st Shift: Monday-Friday, 8:30am-5:30pm with an hour lunch break Job Description 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. 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 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. Knowledge, Skills, Abilities Required Advanced Customer Service skills are required. Prior experience in Member Support at with this client 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 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. Preferred Education and Experience Bachelors degree in a related field 4-5 years of direct Member Support or equivalent external experience preferred. Experience training and ongoing coaching. Experience in Quality Management in team operations Desired Traits 1. Experience with customer focused trouble ticket work with at least some experience fielding incoming phone calls from customers needing assistance. 2. Experience leading a team as a Coach, Lead, or Senior level administrator. 3. Experience using Salesforce CRM and more advanced-level use of Microsoft Office (Outlook, Work, Excel) 4. Experience in healthcare terminology and or supply chain operations | |
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