HCA, Hospital Corporation of America Client Support Analyst II in Nashville, Tennessee
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.
JOB SUMMARY The Client Support Analyst II is primarily responsible for providing support within the Revenue Cycle Line of Business to all HCA, CHS, Lifepoint, Capella and non-affiliated hospitals and HCA’s corporate office, division offices or other entities. This support includes triaging, prioritizing, researching and resolving simple to complex customer incidents or service requests which; if left unresolved, could affect patient care or revenue. Acts as a project representative for their group on designated projects. Contributing to the creation of project documentation, self help knowledge base entries and the development of support related procedures.
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. Building strong relationships within IT&S by working across organization boundaries to resolve client reported issues. Communicates knowledge, educates, instructs and assists clients and team members as needed with problem solving. They will be required to continually expand knowledge of current and upcoming products within the designated specialties and update and distribute reference information accordingly.
The Client Support Analyst II provides support during and after normal business hours (nights, weekends & holidays) as required.
MAJOR RESPONSIBILITIES % of Time and Description 75% - • 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 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 and IT&S resources.
5% - • Provides after-hours and on-call support as required.
20% - • 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.
EXPERIENCE Relevant Work Experience 3 or more years
Other preferred / required experience
• Candidates with equivalent job experience may be considered.
EDUCATION College Graduate - Preferred
SPECIAL QUALIFICATIONS • Demonstrated ability and desire to learn line of business and business terminology • Demonstrated analytical and problem solving skills • High level of patience, empathy, courtesy and listening skills required in dealing with customers and their issues • Ability and desire to learn HCA’s Client Support Services processes and techniques • Ability to judge severity of issues and use discretion in obtaining required services • Ability to work independently with minimal direct supervision • Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment • Experience that includes direct customer interaction • Demonstrated ability to facilitate diverse groups of people in a problem-solving environment • Demonstrated experience with problem tracking and trending • Above average communication and telephone skills • Ability to succinctly communicate verbally and in a variety of media • Strong interpersonal relationship skills and the ability to work with a team
Preferred but not required • Customer service training or experience • Root cause and trend analysis experience • A working knowledge of providing customer service support using an IT tracking software • A working knowledge of Active Directory/NT Account administration
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 occasional travel
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.
Job: *Information Technology
Title: Client Support Analyst II
Location: Tennessee-Nashville-Corporate Metroplex
Requisition ID: 10207-25299