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