Client Support Analyst - Experian Health - HYBRID role (not remote) located in Franklin, TN

Company Description

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference.  We strive to have a diverse group of people and minds who are:

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE:  Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE:  Accountable to themselves and to others

Job Description

This role has responsibility, for ongoing support of our clients, after Experian Healthcare products have been implemented. As a Support Analyst, the incumbent will be expected to respond to user questions, regarding the operations of the Experian Healthcare, eCareNext, OneSource, and other products

• Accepts initial client contact for support through different media channels, on-line support tickets, phone, and email
• Logs all client contacts and issues
• Responsible for detailed first-level support, troubleshooting and problem resolution where possible
• Assigns and categorize support tickets, to appropriate functional areas
• Notifies clients of the status of their support tickets, within agreed to Service Levels
• Verifies support ticket closure and ongoing client communications
• Works directly with clients, Account Management, Engineering and Implementation teams
• Attend and participate in internal and client meetings
• Provides client status reports as needed

Qualifications

• 3-5 years’ experience specific to Customer Support and Customer Service (combination of experience and education may be taken in to consideration)
• Excellent communication skills and ability to communicate effectively with technical, as well as non-technical, clients is critical
• Ability to work in a fast paced, multi product support, environment
• Safeguard sensitive information
• Highly analytical, intensive research and reconciliation skills 
• PC, Internet and Microsoft Office experience i 
• Strong working knowledge of CRM platform (Salesforce), especially case management is a plus
• Experience working in a similar capacity in healthcare 
• Browser troubleshooting knowledge is helpful
• Willing/able to accommodate on call evenings and weekends on occasion
• Experience working in a similar capacity in healthcare 
• Browser troubleshooting knowledge is helpful

Additional Information

Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

All your information will be kept confidential according to EEO guidelines. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.

The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EOE including Disability/Veterans

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above.  Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education.  This position is also eligible for a variable pay opportunity and a comprehensive bene