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Client Support Analyst

Company: i2i Population Health
Location: Franklin
Posted on: November 19, 2021

Job Description:

Over the past two decades, i2i Population Health's mission statement, "Serving Others for Healthy Communities," has consistently guided our product and service development and we have never wavered from that commitment to create healthier patient populations. While our Population Health Management and Analytics solution suite is well-regarded in the industry, we truly believe that our employees are i2i's greatest asset! We're constantly on the lookout for top talent with expertise in a variety of areas. We invest heavily in our patients, our clients, and our people in order to ensure that we make a difference in quality healthcare. We are a culture of passionate people who are excited to be taking on some of the most challenging problems in healthcare! We were recently named as a Top Workplace 2021 in the Middle Tennessee area based on team member feedback. We're super proud of that! PURPOSE OF THE POSITION The - Client Support Analyst -is a customer-focused, tech-savvy, and service-minded professional part of our Client Solutions Technical Support team. Reporting to the Client Solutions Supervisor, this position is principally focused on providing technical assistance to our healthcare clients to resolve issues related to our products. This is a cross-functional role that will interact with all i2i teams. ESSENTIAL JOB DUTIES AND RESPONSIBILITES Be the first line of contact for our healthcare clients to understand, troubleshoot, facilitate, and resolve technical issues in a prompt, friendly and thorough manner.
Master i2i's product capabilities and serve as a subject matter expert and centralized knowledge repository for our clients and internal teams.
Escalate technical issues as necessary to our Engineering, Product Management, and Interface teams to ensure a world class support experience regardless of the complexity of the issue.
Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues.
Process trouble tickets according to company methodology and capture root cause of problems and software issues.
Consistently provide excellent customer service to ensure all clients feel valued.
Proactively prioritize and manage caseload daily, ensuring that all goals for case resolution and customer communications are met.
BASIC QUALIFICATIONS Education: Bachelor's degree in Computer Science or equivalent combination of education and experience.
Experience: Minimum 2 years' experience with healthcare data
Previous EMR experience beneficial
Experience using Salesforce or similar platform for posting and processing support request tickets
Demonstrated ability to collaborate effectively with both internal teams and with our clients
Proven commitment to customer success and knowledge of customer service principles and practices
Knowledge and Skills: Exceptional people and communication skills
Excellent prioritization and time management skills
Ability to manage deadlines, workloads, and customer communications within the goals and expectations established for the team
Self-motivated, self-directed, and self-confident
History of achieving/exceeding goals
Solid analytical skills with a demonstrated motivation to solve tough technical problems
Strong technical aptitude with a desire for continuous learning and improvement
Ability to speak and write clearly and accurately, particularly as it relates to solving technical data problems
Comfortable in a start-up, high-growth, dynamic environment
i2i Population Health Offers: Amazing coworkers who describe our culture as collaborative, friendly, fun, and supportive!
A relaxed work environment, with flexibility of in-office and remote work, plus a work-life balance focus.
A competitive salary.
Career growth opportunity.
Comprehensive benefits package including flexible time off, medical, dental, vision, 401(k), life, disability.

Keywords: i2i Population Health, Franklin , Client Support Analyst, Professions , Franklin, Tennessee

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