Senior Member Support Analyst Position Available In Davidson, Tennessee

Job Description:

Job Summary The Senior Member Support Analyst examines theunique needs and concerns of the Member Support Team to developrelevant practices, training materials, and knowledgebase articlesneeded to equip the team to deliver outstanding support to theMembership base. While case work is not the primary focus, somecase assignment will be made for reasons of support of the team dueto complexity or volume of incoming cases. Mastery of initialassessment, triage, research, and resolution of intermediate toadvanced incidents and requests regarding the use of system/webapplications (Member Portal, PEM, HT Catalog, PASS, CCM, VIRA,HOME, SMART, iCommit, and SSR). Senior Analysts monitor teamperformance and report to the Manager. Maintenance of productionsystems, information, and reports are expected. Training newanalysts as well as the ongoing education and development of theteam is a major distinction between this position and that of aMember Support Analyst. Senior Analysts will identify training anddevelopment needs, develop materials needed for training andeducation, and deliver direct training to new hires as needed.

Senior Analysts are responsible for continual improvement oftraining materials and practices, materials and processes forgeneral production, and the continuous expansion of knowledge ofcurrent contracts and system applications. Senior analysts areresponsible for creating and maintaining the Service CloudKnowledgebase articles for the team, helping to maintain shareddocuments and articles, and Key Responsibilities The Senior MemberSupport Analyst is focused on the initial training of new analysts,continued development and support of existing team members, and theover-all needs of the department. This position reports directly tothe Supervisor and distinguishes itself from Member Support Analystthrough its training functions. Senior Member Support Analysts areresponsible for Knowledgebase Articles in Salesforce, continualimprovement of training and informational materials for the team,and an ongoing search for new and better ways to improve quality ofcase resolution and related operational functions of MemberSupport. Duties (included but not limited to): Prepare weekly,monthly, or ad-hoc reports as requested or required. ConductsSalesforce Service Cloud training to new hires. Conducts trainingon 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. Conductseducational and developmental training to existing staff as needed.

Evaluates training efficacy and continuously improves the trainingprocess. Assists in the interview process for new hires. Maintainsdepartmental documents and assignments for Analysts byCOID/Facility. Develops and maintains Knowledgebase Articles inSalesforce. Provides ongoing support and evaluation of teammember’s competencies, need for additional training, anddevelopment of required skills for analysts. Case work, includingcarrying a relatively small case load, as required based oncomplexity, over-flow, and back-up for the team. Acts as a mentorto the team by providing an example of the highest level of supportfor Members, modeling the best practices, and maintaining areputation for top quality services. Acts as a subject matterexpert for most programs, tools, applications, processes, andinteractions with Members, Suppliers, and colleagues.

Knowledge,Skills & Abilities Required :

Advanced Customer Service skills arerequired. Prior experience in Member Support at HealthTrust isrequired. Strong analytical skills. Strong organizational andprocess analysis skills are essential. Excellent presentation andcommunication skills are required. Advanced use and ability totrain new hires and existing analysts on all levels of use of toolsfor Member Support including Salesforce, Microsoft Office products,and applications used specifically by HealthTrust for MemberSupport Services. Ability to manage and prioritize multipleprojects concurrently and within deadlines. Proven ability to workin a team environment and provide a mentor and/or SME role for theteam. Intermediate analytics skills including working withanalytical tools including MS Excel, Salesforce, and other relateddata analytic tools.

Preferred:

Competency in call center trackingtools and call center applications preferred. One to two yearstraining experience preferred. Prior experience in contentmanagement preferred. Prior experience in report building both withSalesforce and Microsoft Products. Strong understanding ofsecurity-related procedures.

EDUCATION

Bachelor’s degree preferred.

EXPERIENCE

Four to five years of direct Member Support atHealthTrust or equivalent external experience preferred.

CERTIFICATE/LICENSE N/A PHYSICAL DEMANDS/WORKING CONDITIONS

-Requires prolonged sitting, some bending, stooping and stretching.

Requires eye-hand coordination and manual dexterity sufficient tooperate a keyboard, photocopier, telephone, calculator and otheroffice equipment. Requires normal range of hearing and eyesight torecord, prepare and communicate appropriate reports. Requireslifting papers or boxes up to 10 pounds occasionally. Work isperformed in an office environment. Work may be stressful at times.

Contact may involve dealing with angry or upset people. Staff mustremain flexible and available to provide staffing assistance forany/all disaster or emergency situations.

OSHA CATEGORY

– Thenormal work routine involves no exposure to blood, body fluids, ortissues (although situations can be imagined or hypothesized underwhich anyone, anywhere, might encounter potential exposure to bodyfluids). Persons who perform these duties are not called upon aspart of their employment to perform or assist in emergency care orfirst aid, or to be potentially exposed in some other way. NescoResource offers a comprehensive benefits package for ourassociates, which includes a MEC (Minimum Essential Coverage) planthat encompasses Medical, Vision, Dental, 401K, and EAP (EmployeeAssistance Program) services. Nesco Resource provides equalemployment opportunities to all employees and applicants foremployment and prohibits discrimination and harassment of any typewithout regard to race, color, religion, age, sex, national origin,disability status, genetics, protected veteran status, sexualorientation, gender identity or expression, or any othercharacteristic protected by federal, state, or local laws.