Description

Introduction

Do you want to join an organization that invests in you as a Member Support Analyst? At HealthTrust, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

HealthTrust, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

• Free counseling services and resources for emotional, physical and financial wellbeing

• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock

• Family support through fertility and family building benefits with Progyny and adoption assistance.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

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 a dedicated Member Support Analyst like you to be a part of our team.

Job Summary and Qualifications

Job Summary and Qualifications  

The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, IMS, CatScan, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR).

What you will do in this role includes:

• Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

• Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date.

• Provides support within a base of accounts, IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolve requests.

• Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs.

• Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude.

• Ensures the end-to-end member experience and provides a single point-of-contact for the member. Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs.

• Analyzes and resolves incidents and requests regarding use of application software or hardware.

• Responsible to follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the member communication is complete. Documents resolutions and updates internal training documentation as needed.

• Provide member support for system password and account lock-out procedures. Adheres to and supports IT standards, policies, and procedures.

What qualifications you will need:  

• High school diploma required; bachelor’s degree preferred.

• Two to three years of customer service experience required

• Strong analytical skills.

• Ability to solve problems.

• Competency in MS Office Suite.

• Detail oriented with demonstrated ability to manage multiple projects and competing deadlines.

Preferred :

• Competency in call center tracking tools

• Prior experience supporting members in use of application software.

• Proficiency in using support software tools.

• Customer service orientation and/or prior customer service training.

• Strong understanding of security-related procedures.

HealthTrust Supply Chain (https://healthtrustpg.com/) is a critical part of HCA Healthcare's strategy. Our focus is to improve performance and reduce costs. We do this by joining non-clinical and administrative functions. HealthTrust Supply Chain best practice methodologies. We develop, apply and monitor cost-efficient initiatives and programs for HCA Healthcare. By improving facility efficiency, medical professionals can focus on our mission - patient care.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Member Support Analyst opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

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.