The Managed Services Analyst I (MSA I) will be responsible for providing administrative support for managing customer relationships with customers participating in GHX managed services offerings. Will coordinate with internal teams on assigned programs aimed to increase utilization and value of GHX solutions and services. Add customer value and ensure customer retention with improved customer satisfaction levels within project assignment. The MSA I will have a passion for customer service and performance excellence. In addition, this role will demonstrate good communication, analytical, problem-solving, project management and coordination skills, as well as, the ability to develop and maintain strong business relationships both internally and externally.
Principle duties and responsibilities:
The Managed Services Analyst I (MSA I) provides administrative processes support for routine, "behind the scenes" support for tasks such as, data entry, order and application processing, document verification, calling vendors, and preparing/sending mailings. Routine decision-making, all the while focused on efficient processing of high-volume transaction-oriented assignments. Scope of work is defined by the contractual nature of the business outsourcing agreement.
Increase supplier utilization and adoption of customer's GHX offerings
Call suppliers on behalf of our customers to obtain purchase order acknowledgment
Enter purchase order acknowledgments into GHX's Order Center via WebDirect
Collect supplier account information and update GHX's Registration Center
Complete campaigns to convert vendors' primary contact from fax to email
Communicate any process issues and improvements to Customer Success Managers.
Proactively review and update Salesforce and MyExchange for accuracy and efficiency
Work with Managed Services Team to ensure effective delivery and adoption of solutions
Work with internal teams to deliver value to suppliers and providers and increase adoption of GHX's recommended practices
Assist in the maintenance of the team's reference and process materials
Provide market feedback on current solution capabilities
Provide market feedback on customer challenges and needs
Document all necessary facts and communications in Salesforce and MyExchange
Other responsibilities, as assigned
Bachelor's degree required, in technical, business, or management discipline preferred
2+ years prior customer support experience preferred
Strong technical skills; ability to learn and explain software systems to end-users
Strong analytical and problem solving skills
Ethical, enthusiastic, and results-driven attitude
Clear and effective verbal and written communication and presentation skills
Efficient Time Management - manage multiple accounts and deadlines within project base
Collaborative Attitude - work well in a team environment
Effective Communication - excellent phone, written, webinar and presentation skills to multiple levels of leadership with customers as well as internal teams
Problem Solving - Turn customer needs and problems into opportunities to discover new solutions and build the GHX brand
Flexibility adapt well in a fast paced, growing and innovative environment. Must be able to adjust to changes in both internal and external customer needs
Experience in Salesforce or other CRM preferred
Thorough knowledge of Microsoft Office, particularly Excel
Experience with healthcare supply chain preferred
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.