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Client Support Analyst at HCA Healthcare

Posted in Other 30+ days ago.

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Type: Full Time
Location: Nashville, Tennessee





Job Description:

Job Code: 10207-25851

Full-time

No Weekends

WHY HCA*
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.


Additional Facts:
Ranked 63 in Fortune 500
Competitive Fortune 100, industry matched salaries and yearly merit increase
Computerworld Top 50 Best Places to Work in IT annually since 2009
Named one of the World s Most Ethical Companies annually since 2010
106 HCA hospitals are on The Joint Commission s list of top performers on key quality measures.

JOB SUMMARY
The Client Support Analyst is primarily responsible for providing support of all HCA, CHS, Lifepoint, Capella and non-affiliated hospitals and HCA s corporate office, division offices or other entities. This support includes triaging, prioritizing, researching and resolving simple to moderate customer incidents or service requests which; if left unresolved, could affect patient care or revenue.

They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our applications. They will build strong relationships within IT&S by working across organization boundaries to resolve client reported issues. They will be required to continually expand knowledge of current and upcoming products and update and distribute reference information accordingly.

The Client Support Analyst I provides support during and after normal business hours (nights, weekends & holidays) as required.

GENERAL RESPONSIBILITIES
90%
Answers Client Support Services telephone calls, documents all customer inquiries and resolutions received via phone calls, mailboxes or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner.

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.

Provides support within a Line of Business or infrastructure specialty and across specialties as required. Educates and trains clients one-on-one as needed to resolve requests.

Actively works to ensure IT&S Service Level Agreements are met.

Actively participates in and manages incident communication needs and expectations for customers and stakeholders

.
Functions as a liaison between CSS and users/requestors, vendors, and IT&S staff members as directed by CSS fix agents

Expands current and upcoming product knowledge.

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.

5%
Provides after-hours and on-call support as required.

5%
Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.

EXPERIENCE
1 or more years


EDUCATION
Bachelor s Degree - Preferred

OTHER / SPECIAL QUALIFICATIONS
Demonstrated ability and 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

Ability and desire to learn HCA s Client Support Services processes and techniques

Above average communication and telephone skills


Ability to judge severity of issues and use discretion in obtaining required services

Ability to work independently with minimal direct supervision

Ability to succinctly communicate verbally and in a variety of media

Strong interpersonal relationship skills and the ability to work with a team

Proficient computer skills and knowledge, including functionality or supported systems.

Preferred but not required
Customer service training or experience


A working knowledge of providing customer support using issue tracking software

A working knowledge of Active Directory/NT Account administration

Understanding of IT Infrastructure Library (ITIL)

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 up to 25% travel, depending on assigned line of business

Last Edited: 10/14/2018

Diversity is valued and actively promoted in the workforce at all levels. We strive to celebrate cultural and other differences and consider them strengths of the organization.

We are committed to:

Providing an inclusive work environment where everyone is treated with fairness, dignity and respect.
Recruiting and retaining a diverse staff reflective of the patients and communities we serve.
Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, gender identity, protected veteran status, or any other legally protected category in accordance to applicable federal, state, or local laws.

The policy applies to all terms and conditions of employment including, but not limited to, hiring, placement, promotion, termination, layoff, transfer, leaves or absence, compensation and training.