Call Center Support

The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, IMS, CatScan, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR). Location: Dr. Martin L. King Jr. Blvd. Nashville, TN 37203 (ON SITE) Job Description: Call Center - Member Support Analyst Shift Times: Monday-Friday 8am-5pm Position Length: 6 Months, possibility of conversion to full time employee with the client Pay: $18/hour

salary: $17 - $18 per hour
shift: First
work hours: 8 AM - 5 PM
education: High` School

Responsibilities

- Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility

- Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date
- Provides support within a base of accounts, IDN specific, independent or vendors.  Educates and trains members one-on-one as needed to resolve requests
- Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs

- Ensures the end-to-end member experience and provides a single point-of-contact for the member
- Analyzes and resolves incidents and requests regarding use of application software or hardware

- Performs other duties as assigned




Skills

Call Center

Active Listening

Telephone Etiquette

Typing Skills

Basic Software Skills

Call Center Support

Microsoft Excel

Qualifications

Years of experience: 1 year

Experience level: Experienced

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Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.