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Associate Client Support Analyst

Company: HCA Healthcare
Location: Nashville
Posted on: September 17, 2019

Job Description:

Description SHIFT: Mixed (rotating weekends)

SCHEDULE: Full-time

HCA Healthcare ITG

Please click the link above to Watch our Identity Video to get a closer look at who we are and what we do!--Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.--You contribute to our success. Every role has an impact on our patients--- lives and you have the opportunity to make a difference. We are looking for dedicated professional like you to be a part of our team. Join us in our efforts to better our community!--At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional al la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for--medical and childcare needs, and participate in our tuition reimbursement and student loan repayment programs--








JOB SUMMARY
The Associate 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 entities. This client services 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 processes. The client base supported will include representatives from the HCA Healthcare division service desks and shared service centers, vendor representatives and other departments throughout the enterprise. Building 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 issues. They 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 Client Support Services telephone calls professionally, triages issues, determines if incident resolution processes are needed and if so documents meaningful information in the CSS ticketing system and routes those tickets to the appropriate resources. Customer 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 CSS and users/requestors, vendors, and ITG staff members as directed by CSS 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.
--HCA Healthcare is a comprehensive healthcare network where 265,000 people across more than 1,800 care facilities are all committed to creating a positive impact every day. It---s an organization that exists to give people healthier tomorrows. Our scale enables caregivers to deliver great outcomes for patients and gives colleagues unparalleled opportunities to learn and grow. Most importantly, as a part of HCA Healthcare we---re connected to something bigger, which means more resources, more solutions and more possibilities for everyone who walks through our doors. What matters most to our diverse and talented colleagues is giving people the absolute best healthcare possible. Every day, we seek to raise the bar higher, not just for ourselves, but for healthcare everywhere.--Be a part of an organization that invests in you. We are actively reviewing applications. Highly qualified candidates will be promptly contacted by our hiring managers for interviews. Submit your application and help us raise the bar in patient care! --We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Qualifications 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 ---s Healthcare's Client Support Services 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.e. Microsoft 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


Company Description:

HCA Healthcare is a collaborative healthcare network, driven by physicians, nurses and colleagues helping each other champion the practice of medicine to give people a healthier tomorrow. With a comprehensive network of more than 270,000 people across approximately 1,800 care facilities, our scale enables us to deliver great outcomes for our patients, provide superior nursing care and be a preferred place for physicians to practice medicine. We never stop in our pursuit of insights and care advances based on the knowledge and data we gain from approximately 30 million patient encounters a year. Every day, we raise the bar to improve the way healthcare is delivered, not just in our facilities, but everywhere. We---re committed to improving more lives in more ways, and above all else, we are committed to the care and improvement of human life.

Keywords: HCA Healthcare, Bowling Green , Associate Client Support Analyst, Professions , Nashville, Kentucky

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