Managed Services Analyst II

About the role

The Managed Services Analyst II role delivers excellent customer service to both internal and external clients, assisting them with GHX products or services. This role supports administrative processes and tasks in support of team objectives.

This position requires effective time management skills, thorough attention to detail, and a high level of integrity.

Principle Duties and Responsibilities

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Analyze dashboards compiling account health, service utilization, and operational metrics to report insights and support customers, aimed at improving their overall account health and experience.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers when beneficial - while applying working knowledge of internal and external processes.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions; identify and escalate repetitive issues, and resolve escalations as required.
• Proactively maintain and contribute to team reference materials.
• Train and mentor MSA I team members on customer communication and engagement standards.
• Support increased adoption of GHX's recommended practices through daily customer interactions.

Required Skills

• Ability to recognize problems, gather information, and escalate to leadership when necessary.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Must be able to follow documented process and be detail oriented.
• Strong accountability and integrity due to sensitive nature of information.
• Strong customer support skills.
• Clear and effective verbal, written, and presentation skills.
• Ability to regularly meet or exceed KPI and QA standards.
• Ability to grow and adapt to changing guidelines or processes.
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner.
• Ability to act as a resource for Level I Managed Services Analysts.
• Salesforce or other CRM experience preferred.

Required Qualifications

• High School Diploma or equivalent with 1-2 years' experience
• Technical knowledge of software products
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word and PowerPoint
• Experience working in a team-oriented environment
• Able/willing to work 8am-5pm Eastern Standard Time Zone (Monday-Friday).
• Able/willing to travel up to 15% annually.

Estimated hourly compensation $21.63 - &26.92

Pay and benefits

The base hourly range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few.

#LI-Remote #LI-KL

GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.