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Global Healthcare Exchange
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Managed Services Analyst I

Managed Services Analyst I

Global Healthcare Exchange

1 - 3 years

3 - 5 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

supply chain automation managed services patient care healthcare workflow customer support customer service order processing analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Summary

The Managed Services Analyst Calling is part of the Managed Services Customer Experience organization within GHX. This team works on behalf of customers of GHX (hospitals) in enabling seamless purchase order processing. The analyst in this role works within our custom software to process order transactions that require manual assistance for completion. The analyst would:

Work within a software queue to identify the next order for processing
Call US based healthcare suppliers and obtain key order processing information
Correlate order response information based on attributes that are confirmed in the call

The analyst would be responsible for escalating the case to the necessary parties in case of an impasse. In all the required cases, the analyst must create case notes and maintain the case information within our software. This position requires excellent English verbal skills, effective time management, a passion for excellent customer service, performance excellence, attention to detail, high level of integrity and work ethic.

Required Skills

Excellent communication skills with neutral English accent and ability to understand foreign English accents
Strong customer support skills
Proficiency in Microsoft Office applications and basic knowledge of Excel
Navigate and manage multiple tabs at once
Strong accountability and integrity due to sensitive nature of information
Determined, detail oriented, and proactive individual
Ability to execute all the checklist actions in the owned transactions
Clear and effective written communication

Roles & Responsibilities

Attain mastery on all the learning resources shared
Triage the case assigned and act adhering to the SOP
Initiate phone calls to the supplier to get required details which would aid further processing of the case
Work with suppliers on calls to take inputs and resolve the cases
Make case notes and escalate if required for next level of associate group
Reconcile data and loop the raw information to the transactional workflow
Flag any or all the outliers and contribute to the knowledge base improvement
Adhere to timelines in handling the cases assigned and maintain hourly throughput
Proactively call out any failures and downtimes
Use and update the trackers and dashboards to understand and shift to the necessary queues
Ownership in shifting between the queues to maintain the throughput across all the queues
Escalate and seek support for any roadblocks
Partner with peers and brainstorm ideas and contribute SOP development
Participate in meetings and discussions and share valuable feedback/inputs
Volunteer if needed for additional one-time activities within the role scope
Maintain data confidentiality and high work ethic

Education and Experience:

College or University degree
1-3 years of experience

Additional:

1 way drop cab facility
Must be flexible for US shifts

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Managed Services Analyst I