Prisma Health ยท 1 day ago
Support Analyst, Customer Wayfinding, 3rd, Shift, FT, Nights
Columbia, SC
Full-time
Onsite
Entry Level
2+ years expPrisma Health is dedicated to transforming healthcare for the benefit of the communities they serve. They are seeking a Support Analyst to handle incoming calls from patients, assist with orders, manage inquiries and complaints, and troubleshoot customer service issues. The role involves maintaining high interaction quality standards and ensuring customer satisfaction through effective communication and problem resolution.
Health CareHospitalMedical
Responsibilities
Receives customer input from phone, email, or web submission and create support tickets
Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process
Resolves tier1 issues using troubleshooting resolution matrix
Gathers information from customers to ensure sufficient data is gained to start case resolutions
Directs inbound service interactions to appropriate technical and sales resources
Conducts database lookup of consumer/patient records within electronic medical record software
Enters updated information within electronic medical records as required
Re-directs or engages other departments or specialty groups to resolve consumer/patient requests
Maintains compliance with attendance and schedule adherence requirements
Maintain interaction quality standards
Maintain performance standards
Proactively identify and share customer insights in order to recommend process improvements
Remain current with product/applications/process changes
Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution
Logs interaction outcome in contact management system
Performs other duties as assigned
Qualification
Required
High School Diploma or equivalent, OR post high school diploma
Two (2) years customer service experience
Ability to create exceptional customer experiences both by helping and retaining customers
Tech savvy with a knowledge of Android, iOS, and Windows devices
Metrics-driven and proven ability to handle a high volume of customer interactions
Conflict resolution skills
Proficient computer skills (word processing, data entry)
Preferred
Experience supporting customers via phone, email, and chat preferred
Company
Prisma Health
Prisma Health is the largest not-for-profit health organization in South Carolina, serving more than 1.2 million patients annually.
10001+ employees
H1B Sponsorship
Prisma Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CDA Foundation
2024-07-30Grant
Leadership Team
Mark O'Halla
President & CEO
B
Barrett Ludley
Facility Chief Financial Officer
Recent News
2026-01-16
Precedence Research
2025-09-09
Company data provided by crunchbase