Company Description
eHealth Technologies is a leading healthcare technology company that advances the delivery of life-altering care. Since 2006, we have decreased time to treatment for millions of patients and are trusted by the top healthcare systems, HIEs, and CROs throughout the United States.Our advanced technology and compassionate team expedite the collection, organization, and delivery of medical records, images, and pathology materials so that care teams have exactly what they need, where they need it, to get their patients back on the road to recovery as quickly as possible.Our team takes great pride in working behind the scenes for 80% of the top hospitals to help hundreds of thousands of patients every year.
Career Opportunity Description
This position is a member of eHealth Technologies’ Customer Success Management team and plays a pivotal role in delivering critical information as requested by customers. The Client Service Analyst supports client relationships by analyzing and researching customer data to uncover insights that drive service improvements and strategic decision-making. This role is essential in ensuring client satisfaction through data-driven support, proactive issue resolution, and continuous service optimization. The person will work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds company core values.
Primary Responsibilities
- Research and analyze client data to identify patterns, trends, and opportunities for improvement. Metrics include:
- Volume Trends
- Turn Around Time Trends
- Requestor Department Usage.
- SLAs
- SLAs
- Develop and maintain dashboards and reports that communicate client performance metrics and trends.
- Customer Template Management:
- Oversee the organization and maintenance of customer request templates.
- coordinate and implement updates or changes to templates based on evolving client needs and internal process improvements.
- Ensure templates are easily accessible and consistently formatted for operational efficiency.
- Data Preparation for Customer Check-In Meetings:
- Support onboarding and training of new clients by providing data-driven insights and documentation.
- Collaborate with sales and customer success managers to ensure data aligns with strategic goals and customer expectations.
- Assist in the facilitation and execution of NPS surveys and feedback collection.
- Analyze NPS results to identify trends, root causes, and areas for improvement.
- Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time without notice.
Knowledge And Skill Requirements
- Minimum of 2 years of Data Analyst Experience
- Bachelor’s degree, preferably in computer science, mathematics, business management, or economics
- Advanced analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with statistical accuracy.
- Excellent documentation skills and the ability to present findings in a polished way through reports and presentation decks
- Experience in US company would be added advantage.
- Superior interpersonal skills with the ability to collaborate with US colleagues
- Exceptional written, verbal and visual communication skills
- Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
- Experience with Salesforce.Com would be an advantage
- Proven success in a performance-based culture
- Demonstrated ability to work well in a team environment
- High level of problem identification ability, along with a solutions-based mindset.
- Demonstrates an uncompromising level of integrity, honesty, trustworthiness, and ethical behavior
- Strong attention to detail and exhibits an urgency to achieve results.
- Strong organizational skills and the ability to handle multiple tasks.
- Results-driven, action-oriented, and self-motivated mindset.
- Experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Exercises good judgment and utilizes creative problem-solving skills
- Ability to complete tasks accurately and within strict time constraints
- Willingness to occasionally work a flexible schedule.
- Reliable attendance is an expectation.
Key Relationships
- Reports to the VP of Customer Success
- Interacts regularly with eHealth Technologies staff, customers, vendors, and community members.
Essential Functions
- Physical Requirements: Extended periods of time typing, data entry, sitting, reading, writing. Lifting up to 20 lbs.
- Mental Requirements include General, Visual, and Numerical Intelligence. Analytical skills.
- This role will be based in India, and is eligible to work remotely, however when teleworking remotely, it is a requirement of the position that employees have the following minimum requirements available:
- A private workspace the meets the requirements of the Teleworking Security (HITRUST-21) Policy
ii. An internet network that meets the requirements of Teleworking Security (HITRUST-21) Policy, including:
- A router that must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
- Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
- Workstation should be plugged directly into the router as a hardwire connection to high-speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools, as required for work performance; an appropriate Wi-Fi connection may satisfy this connection to high-speed internet.
- Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.
- Work requires willingness to occasionally work a flexible schedule
