Description
Introduction
This role will work on-site M-F at the corporate HealthTrust office: 1100 Dr. Martin Luther King Jr. Blvd. Nashville, TN 32703
Do you want to join an organization that invests in you as a
Senior Member Support Analyst? At HealthTrust, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.
Benefits
HealthTrust, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn More About Employee Benefits
Note: Eligibility for benefits may vary by location.
You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Senior Member Support Analyst like you to be a part of our team.
Job Summary And Qualifications
As the
Senior Member Support Analyst, you will examine the unique needs and concerns of the member Support team, developing relevant practices, training material and procedures to equip them to deliver outstanding customer service to the HealthTrust membership base.
- Prepares weekly and monthly department reports.
- Prioritizes and responds to ad-hoc reporting requests.
- Creates standards and customize report templates in Salesforce Service Cloud based on member accounts, contracts, supplies, or issue type.
- Creates management level reports via Excel and PowerPoint; summarizes data into salient points, trends, and insights.
- Conducts Salesforce Service Cloud training to new hires.
- Conducts educational and developmental training to existing staff as needed.
- Provisioning new users, managing department user licenses.
- Evaluates and processes Service Cloud license request from Portfolio Specialists or other Sourcing users.
- Evaluates training effectiveness and continuously improves the training process.
- Assists in the interview process
- Develops, launches, and maintains Salesforce technical knowledge by attending online training classes or reviewing release notes/publications.
- Captures, documents, and communicates Service Cloud bugs, enhancements, and changes to the Development team.
- Responsible for KB article workflow; analyzing and investigating proposed articles, creating new articles, seeking knowledge for internal and external resources, and publishing.
- Editing text for technical clarity and accuracy.
- Verifying knowledge by researching and consulting with internal SME’s.
- Organizing technical information already gathered for inclusion in the KB, validating legacy information for relevance and archiving legacy artifacts.
- Responsible for the completion of knowledge updates within a specific time frame.
- Analyze metrics and user feedback to make improvements to the KB.
Requirements:
- Bachelor’s degree preferred.
- 3+ years of related customer support experience: supply chain GPO, customer service analyst, content management, quality assurance etc.
- 1+ years of experience coaching, training, mentoring team members
- Proficiency with the following technologies: CRM tools - Salesforce and Service Cloud, Microsoft Office
- Proven ability to manage and prioritize multiple concurrent projects within deadlines.
In today's challenging business environment of cost pressures, supply disruptions, and workforce shortages, it is crucial for providers to efficiently manage expenses and enhance performance. HealthTrust, in collaboration with 1,800 hospitals and health systems, offers a specialized group purchasing organization (GPO) membership model designed to deliver immediate and sustainable cost savings. Their team of experts provides tailored value acceleration engagements to address specific needs, delivering unparalleled benefits. With nationwide purchasing power and a focus on overall spending management, HealthTrust offers unmatched pricing advantages on supplies, along with industry-leading benchmarks and best practices. The dedicated team is committed to guiding and implementing performance enhancements in cost, quality, and outcomes.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years. HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Senior Member Support Analyst opening. Qualified candidates will be contacted for interviews.
Submit your resume today to join our community of caring!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
