Clinical Client Support Analyst

  • HCA
  • Nashville, TN, USA
  • Oct 20, 2018
EMR: Design / Build / Test / Support

Job Description

Job Code: 10207-25996

Full-time

No Weekends

WHY HCA?
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.

Additional Facts:
• Ranked 63 in Fortune 500
• Competitive Fortune 100, industry matched salaries and yearly merit increase
• Computerworld Top 50 Best Places to Work in IT annually since 2009
• Named one of the "World's Most Ethical Companies" annually since 2010
• 106 HCA hospitals are on The Joint Commission's list of top performers on key quality measures.

PHYSICAL DEMANDS / WORKING CONDITIONS
• Physical Demands: Prolonged sitting, viewing a computer screen and typing on a computer keyboard
• Physical Demands: Extensive telephone usage
• Working Conditions: Includes a schedule that has shifts occurring after normal business hours (nights, weekends and company holidays) and on-call support as required.
• Working Conditions: May require up to 25% travel, depending on assigned line of business.

JOB SUMMARY
The Client Support Analyst I is primarily responsible for facilitating support within a Line of Business to all HCA, Lifepoint, Capella, Parallon and non-affiliated hospitals and HCA's corporate office, division offices or other entities. This client services role includes answering incoming phone calls and emails from clients throughout the enterprise, answering inquiries and questions, gathering significant information, triaging issues, troubleshooting problems, providing information to clients, prioritizing issues based on potential impact, routing issues to appropriate resources, and follow up phone calls and emails to assure issues have been addressed satisfactorily. This support includes triaging, prioritizing, researching and resolving simple to moderate customer incidents or service requests, which if left unresolved, could affect patient care or revenue.

They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our applications. They will building strong relationships within IT&S by working across organization boundaries to resolve client reported issues. They will be required to continually expand knowledge of current and upcoming products and update and distribute reference information accordingly.

The Client Support Analyst I provides support during and after normal business hours (nights, weekends & holidays) as required.

GENERAL RESPONSIBILITIES
90%

• Answers Client Support Services telephone calls, documents all customer inquiries and resolutions received via phone calls, mailboxes or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner.
• Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
• Provides support within a Line of Business or infrastructure specialty and across specialties as required. Educates and trains clients one-on-one as needed to resolve requests.
• Actively works to ensure IT&S Service Level Agreements are met.
• Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
• Function as a liaison between CSS and users/requestors, vendors, and IT&S staff members as directed by CSS fix agents.
• Expands current and upcoming product knowledge.
• Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.

5%
• Provides after-hours and on-call support as required.

5%
• Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.

RELEVANT WORK EXPERIENCE
1 or more years

EDUCATION
Bachelor's Degree - Preferred

Other as Noted:
Candidates with equivalent job experience may be considered.

OTHER / SPECIAL QUALIFICATIONS
• Demonstrated ability and desire to learn line of business and business terminology
• Demonstrated analytical and problem solving skills
• Demonstrated patience, empathy, courtesy and listening skills required in dealing with customers and their issues
• Ability and desire to learn HCA's Client Support Services culture, processes and techniques
• Above average communication and telephone skills
• Ability to judge severity of issues and use discretion in obtaining required services
• Ability to work independently with minimal direct supervision
• Ability to succinctly communicate verbally and in a variety of media
• Strong interpersonal relationship skills and the ability to work with a team
• Proficient computer skills and knowledge, including functionality or supported systems.

Preferred but not required:
• Customer service training or experience
• A working knowledge of providing customer support using issue tracking software
• A working knowledge of Active Directory/NT Account administration
• Understanding of IT Infrastructure Library (ITIL)

PHYSICAL DEMANDS / WORKING CONDITIONS
• Physical Demands: Prolonged sitting, viewing a computer screen and typing on a computer keyboard
• Physical Demands: Extensive telephone usage
• Working Conditions: Includes a schedule that has shifts occurring after normal business hours (nights, weekends and company holidays) and on-call support as required.
• Working Conditions: May require up to 25% travel, depending on assigned line of business.

Last Edited: 10/19/2018