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CereCore · 1 day ago

Client Support Analyst

Nashville, TN

Full-time

Onsite

Entry Level

1+ years exp

CereCore is a subsidiary of HCA Healthcare that provides specialized IT services to healthcare organizations. They are seeking a Client Support Analyst to facilitate client support services, document inquiries, and improve technical skills while ensuring a positive client experience.

ConsultingInformation ServicesInformation Technology

Growth Opportunities

Responsibilities

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 CereCore 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

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