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
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, GHX) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated. 
