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Analytics Support Specialist (Work From Home)

Company: Highmark Health
Location: Los Angeles
Posted on: July 13, 2018

Job Description:

Job DescriptionDescriptionJOB SUMMARYThis job provides front-line call center support to users of the Analytic Platform's tools and data repositories throughout the organization and to its Health Plan Partners. The incumbent will be able to clearly receive information and ideas through a variety of media and convey technical information in simple and clear terms to non-IT employees. This will involve following the procedures for resolving issues that are created by the lead. It will also involve redirecting problems to the appropriate resource when required and monitoring it to ensure resolution for the customer. The incumbent also works closely with HMHS (IT) technical resources to help customers resolve technical issues that require IT support. This position will have multiple shifts available between 7am and 7pm EST. ESSENTIAL RESPONSIBILITIES

  • Manage large amounts of phone calls, emails and Instant Messages in a timely manner and document the inquiry and resolution according to standard procedures so they can be reported on. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.
  • Manage large amounts of submited tickets in a timely manner and document the resolution. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.
  • For Tier 2 and above issues, identify the customers needs, clarify the information, research the issue and direct to Senior or Lead team members or Tier 3 departments as appropriate.
  • Other duties as assigned.EDUCATIONRequired
    • High School/GEDSubstitutions
      • NonePreferred
        • Bachelor's degree in Computer Systems Analysis, Data Processing, Healthcare Informatics or Management Information SystemsEXPERIENCERequired
          • 1 - 3 years Data Analytics
          • 1 - 3 years IT Application - SASPreferred
            • 1 - 3 years Healthcare Industry
            • 0 - 1 years Database Administration
            • 0 - 1 years Data Warehousing
            • 0 - 1 years Call CenterLICENSES or CERTIFICATIONSRequired
              • NonePreferred
                • NoneSKILLS
                  • SAS
                  • Microsoft Office
                  • Analytical Skills
                  • Oral & Written Communication Skills* This role will have multiple shifts available between 7am and 7pm EST. Company DescriptionAt Allegheny Health Network, our employees make a significant impact on people’s lives every day. They are a proud and passionate team who work together to provide the highest quality patient care – care that helps people live longer, healthier lives.Allegheny Health Network (AHN) is a proud member of Highmark Health. Working as an integrated system within Highmark Health, employees at all of AHN’s care sites, including hospitals, Health + Wellness Pavilions, primary and specialty care offices and more, are committed to improving health and promoting wellness in our communities, one person at a time.Discover a career that makes a true difference in your life and in the lives of others.

                    Keywords: Highmark Health, Los Angeles, Analytics Support Specialist (Work From Home), Other, Los Angeles, California

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