This job provides front-line call center support to users of the Analytic Platform's tools and data repositories throughout the organization and to its Health Plan Partners. The incumbent will be able to clearly receive information and ideas through a variety of media and convey technical information in simple and clear terms to non-IT employees. This will involve following the procedures for resolving issues that are created by the lead. It will also involve redirecting problems to the appropriate resource when required and monitoring it to ensure resolution for the customer. The incumbent also works closely with HMHS (IT) technical resources to help customers resolve technical issues that require IT support. This position will have multiple shifts available between 7am and 7pm EST.
Manage large amounts of phone calls, emails and Instant Messages in a timely manner and document the inquiry and resolution according to standard procedures so they can be reported on. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.
Manage large amounts of submited tickets in a timely manner and document the resolution. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.
For Tier 2 and above issues, identify the customers needs, clarify the information, research the issue and direct to Senior or Lead team members or Tier 3 departments as appropriate.
Other duties as assigned.
Bachelor's degree in Computer Systems Analysis, Data Processing, Healthcare Informatics or Management Information Systems
1 - 3 years Data Analytics
1 - 3 years IT Application - SAS
1 - 3 years Healthcare Industry
0 - 1 years Database Administration
0 - 1 years Data Warehousing
0 - 1 years Call Center
LICENSES or CERTIFICATIONS
Oral & Written Communication Skills
- This role will have multiple shifts available between 7am and 7pm EST.