Managed Services Analyst I

Overview

Work within the Managed Services Customer Experience organization to support GHX hospital customers by processing purchase order transactions that require manual assistance. Use custom software, supplier calls and transactional workflows to complete cases accurately and maintain excellent customer service.

What you'll do

• Attain mastery of all shared learning resources.
• Triage assigned cases and act according to the SOP.
• Work within a software queue to identify the next order for processing.
• Initiate phone calls to US-based healthcare suppliers to obtain required order-processing details.
• Work with suppliers on calls to take inputs and resolve cases.
• Correlate order response information based on attributes confirmed during calls.
• Make case notes and escalate cases to the necessary parties or next-level associate group when required.
• Reconcile data and loop raw information into the transactional workflow.
• Flag outliers and contribute to knowledge-base improvement.
• Adhere to assigned-case timelines and maintain hourly throughput.
• Proactively call out failures and downtimes.
• Use and update trackers and dashboards to understand and shift to necessary queues.
• Take ownership of shifting between queues to maintain throughput across all queues.
• Escalate and seek support for roadblocks.
• Partner with peers, brainstorm ideas and contribute to SOP development.
• Participate in meetings and discussions and share valuable feedback and inputs.
• Volunteer for additional one-time activities within the role scope when needed.
• Maintain data confidentiality and a high work ethic.

What you'll need

• Must be a graduate; certificates are required.
• 1-3 years of experience.
• Excellent communication skills with a neutral English accent and the ability to understand foreign English accents.
• Excellent English verbal skills.
• Strong customer support skills.
• Proficiency in Microsoft Office applications and basic knowledge of Excel.
• Ability to navigate and manage multiple tabs at once.
• Strong accountability and integrity due to the sensitive nature of the information.
• Determined, detail-oriented and proactive approach.
• Ability to execute all checklist actions in owned transactions.
• Clear and effective written communication.
• Passion for excellent customer service and performance excellence.
• Effective time management.

Details

• Location: Hyderabad, Telangana, India.
• Must be flexible for US shifts.
• 1 way drop cab facility.