Managed Services Analyst III

The Managed Services Analyst III role delivers excellent customer service to both internal and external clients, assisting them with GHX products or services. This role supports process innovation and is instrumental in ensuring the proper functioning of operations.  

This position requires effective time management skills, thorough attention to detail, the ability to cross-train peers, and a high level of integrity. 

Principle Duties and Responsibilities:  

Learn, communicate and update established processes to both internal and external parties. 

Provide support for external customers via phone and email for assistance with questions, education, and resolution of problems. 

Handle daily case work while meeting predetermined KPI and QA metrics. 

Accurately document all actions in daily case work and customer interactions. 

Place phone calls to participating customers and provide education when deemed necessary or beneficial. 

Identify, document, and escalate repetitive customer issues.  

Managing and solving escalated cases from GHX Provider Managed Services Tier 1 support and peers. 

Proactively maintain and contribute to team reference materials. 

Train and mentor Managed Services Analyst Level I to reach customer communication and engagement goals.   

Aid in increasing adoption of GHX’s recommended practices for customers through daily customer interactions. 

Delegate, monitor and assist assigned projects. 

Aid in production and presentation of excel files or presentation materials. 

Create action plans for post-customer meetings. 

Required Skills:  

Ability to recognize problems, gather information, and escalate to leadership when necessary. 

Internet savvy and computer literacy with proficiency in Microsoft Office applications. 

Must be able to follow documented process and be detail oriented.  

Strong accountability and integrity due to sensitive nature of information. 

Strong customer support skills 

Clear and effective verbal, written, and presentation skills 

Ability to regularly meet or exceed in KPI and QA standards 

Ability to grow and adapt to changing guidelines or processes 

Ability to prioritize, multitask, and carry out projects correctly in a timely manner 

Ability to act as a resource for Level I Managed Services Analysts 

Salesforce or other CRM experience preferred 

Ability to be proactive and work with limited direction and/or supervision 

Demonstrate the ability to exercise independent judgment and initiative 

Product knowledge of internal systems or transferable experience 

Ability to multitask on different services offered by Managed Services 

Ability review process and recognize inefficiencies and implement an action plan to decrease overall costs 

Required Qualifications  

Bachelor’s Degree preferred or High School Diploma or equivalent with 2 years' experience  

Advanced technical knowledge of software products 

Working knowledge of Microsoft Office Suite, Microsoft Excel, Word and PowerPoint 

Supply Chain experience preferred 

Experience working in a team-oriented environment 

Ability to travel up to 10% annually

 Estimated hourly compensation $23.55 - $29.32

The base hourly range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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.

Disclaimer Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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