General Summary:
The Operations Business Analyst partners with GHX Customers, Customer Support Representatives, Problem Managers, Product and Development teams, and other internal stakeholders to gain a thorough understanding of the issues faced by GHX customers who engage Support for assistance. This role requires gathering product feedback, prioritizing work and ensuring alignment. The successful candidate will perform detailed analysis of support case data, transaction failures, and C-sat results to identify continuous improvement efforts within GHX support processes, product defect/enhancement, customer education/training, Customer implementation/integration and Customer Self-Serve options.
Job Description
Principal Duties and Responsibilities:
- Works independently to continually manage and evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions, policies, and procedures within Customer Operations using complex tools, programs, and tasks
- Leads ongoing reviews of Customer Operations business processes and develops optimization strategies
- Stays up-to-date on the latest process and IT advancements to automate and modernize Customer Operations processes
- Strives to understand the needs and use cases of our customers
- Escalates issues to Problem Management and/or aide in technical resolutions as appropriate
- Provides follow up with required individuals to ensure successful problem ownership
- Develops customer support processes to assist and improve the customer experience as we grow as a company
- Provides support analytics and customer experience data to assist application design improvement and product implementations
- Utilizes Support case data to drive training and education development
- Supports business cases to assess the relative benefits of product enhancement
- Identifies trends that highlight necessary changes in implementation/integration processes
- Serves as the internal representation for voice of the customer on new or already existing products
- Functions as the solution catalyst to drive customer satisfaction and product improvements
- Takes initiative to get work done and helps team by providing direction and support as needed
- Acts as a liaison between customer support and business groups such as Product Management and Development by persuasive, clear, and concise communication of product use cases that define customer stress points, translating user needs into clear, well-defined user stories
- Utilizes Support Knowledge Base (KCS) to drive issue prioritization and push left opportunities, and takes ownership of the necessary analysis and actions to drive these activities as the Knowledge Domain Expert (KDE)
- Facilitates open dialgues and builds and maintains relationships across the organizations, with teams and individuals, balancing individual interest while being fair to others across business units and functions
- Acts as escalation point for technical and transactional issues that occur within Customer Support, including issues emanating from third party vendors
- Effectively communicates actionable insights and recommendations to leadership for areas of improvement
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks that facilitate high productivity and effective solutions.
Required Qualifications:
- B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
- 5+ years in a technical customer-facing support role within an agile environment or 2+ years of experience in a Business Analyst role
- Experience with CRM tools such as Salesforce
- Strong analytical ability to review historical data and identify trends and outliers as areas of focus
- Excellent knowledge analysis and productivity tools, including but not limited to Microsoft Excel, Word, PowerPoint, and data analysis tools related to ANSI X12 EDI transactions
- Experience with analytics tools like Tableau and Google Analytics preferred
- Experience with RPA tools like UiPath preferred
- A technical mindset with great attention to detail
- High quality organizational and leadership skills
- Ability to work well with others and resolve any conflicts that may arise between different viewpoints
- Ability to communicate effectively and collaboratively with Product Managers, Developers, and Executive Leadership in pursuit of achieving customer satisfaction goals.
- Sound project management skills, with well-developed organizational skills
- Excellent verbal and written communication skills
- Strong team player
- Skilled in leading meetings, setting agendas, driving decisions, and negotiating
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
