Highmark Health Analytics Support Specialist (Work From Home) in Camp Hill, Pennsylvania

Description

JOB SUMMARY

This 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.

EDUCATION

Required

  • High School/GED

Substitutions

  • None

Preferred

  • Bachelor's degree in Computer Systems Analysis, Data Processing, Healthcare Informatics or Management Information Systems

EXPERIENCE

Required

  • 1 - 3 years Data Analytics

  • 1 - 3 years IT Application - SAS

Preferred

  • 1 - 3 years Healthcare Industry

  • 0 - 1 years Database Administration

  • 0 - 1 years Data Warehousing

  • 0 - 1 years Call Center

LICENSES or CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • SAS

  • Microsoft Office

  • Analytical Skills

  • Oral & Written Communication Skills

  • This role will have multiple shifts available between 7am and 7pm EST.

REQNUMBER: J127271

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled