Associate Client Support Analyst - HCA Healthcare

Description

Introduction

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as anAssociate Client Support Analyst today with HCA Healthcare.

Benefits

HCA Healthcare offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
  

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Come join our team as an Associate Client Support Analyst. We care for our community! Just last year, HCA Healthcare and our colleagues donated $13.8 million dollars to charitable organizations. Apply Today!

Job Summary and Qualifications

The Associate Support Analyst (ASA) provides triage of technical issues reported by CereCore clients. The ASA facilitates Incident Management and acts a Client Advocate to assure resolution is achieved as promptly as possible. Facilitation of Incident Management includes competent and effective communication skills through verbal, written, and listening techniques. Education of team members and clients is expected when applicable.

•  Facilitates Client Support Services for CereCore clients. 
• Documents all customer inquiries, reported issues, and resolutions received via phone calls, emails 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 deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude. 
• Provides expert support within the Revenue Cycle Line of Business specialty. Educates and trains clients one-on-one as needed to resolve requests. Expands current and upcoming product knowledge within the specialty. Trusted for applications, technical, business or operational 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. 
• Contributes to self-help knowledge base entries and documents typical requests, resolutions and work-around procedures. 
• Participates in problem efforts between departments, divisions, vendors, all Parallon business units, and HCA resources. 
• Actively works to ensure CereCore Service Level Agreements are met. 
• Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
• Identifies and analyzes trends in requests related to the Line of Business or specialty. 
• Provides feedback from analysis to internal departments, clients, relationship consultant and the manager for the specialty.

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

• Participates in CereCore activities 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.

Desktop Skills and Customer Support experience, preferred

Other preferred/required experience:

• Customer service training/experience

• Root cause and trend analysis experience

• A working knowledge of providing customer support using BMC’s Remedy &/or Service Now

• A working knowledge of Active Directory/NT Account administration

• Understanding of IT Infrastructure Library (ITIL) and project management 

What qualifications you will need:

• Bachelor's Degree preferred
• Technical Certifications preferred

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Associate Client Support Analyst opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.