Highmark Health Senior Analytic Support Specialist (Work From Home) in Pittsburgh, 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 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 and recommending changes to those procedures to 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. The incumbent will provide guidance and education to Analytic Support Specialists and cultivate and maintain relationships with customers. An understanding of analytic tools is required.

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. This will include following the call center scripts and procedures to handle tier 1 or tier 2 inquiries of high complexity requiring a high degree of analytic tool or data knowledge.

  • Meet with customers regarding general questions concerning analytic tools and languages, utilizing the Analytic Support department's documented best practices. Direct customers to the Analytic Support department for engagements requiring a significant consultation.

  • Manage large amounts of submitted tickets in a timely manner and document the resolution. This will include following the call center scripts and procedures to handle tier 1 or tier 2 of high complexity requiring a high degree of analytic tool or data knowledge.

  • Provide guidance to the Analytic Support Specialist on following team procedures and answering the customers questions. This will involve staying current on the capabilities of the analytic tools and data currently supported and learning new tools and data as necessary.

  • Recommend revisions to the Lead for team procedures that the department will follow for resolving issues.

  • For issues requiring expert-level analytic tool or data knowledge, identify the customers needs, clarify the information, research the issue and direct to the Lead team member or Tier 3 departments as appropriate.

  • Other duties as assigned

EDUCATION

Required

  • Associate's degree in Computer Systems Analysis or Data Processing

Substitutions

  • 3 years relevant and progressive work experience in lieu of Associate degree

Preferred

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

EXPERIENCE

Required

  • 3 - 5 years Data Analytics

  • 3 - 5 years IT Application - SAS

  • 1 - 3 years IT Application - Tableau

Preferred

  • 3 - 5 years Healthcare Industry

  • 1 - 3 years Database Administration, Data Warehousing or Call Center

LICENSES OR CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • SAS

  • Microsoft Office

  • Analytical Skills

  • Oral & Written Communication Skills

  • This position has multiple shifts available between 7am and 7pm EST.

REQNUMBER: J127276-OTHLOC-HM-5FHOMPA

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled