Managed Services Analyst II (OT)

GHX; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

GHX is seeking a Managed Services Analyst to deliver excellent customer service to internal and external clients, supporting GHX products and services and handling routine administrative tasks with meticulous attention to detail. The role emphasizes clear verbal and written communication, analytical and problem-solving abilities, and project coordination to sustain strong business relationships.

Time management and the ability to self-train when needed are essential, with integrity at the core

Qualifications

• Strong English language and comprehension with clear written/verbal communication.
• Ability to self-learn from resolutions and team feedback.
• Identify learning opportunities and self-educate where resources exist.
• Review processes, identify inefficiencies, and escalate to leaders.
• Recognize problems, gather information, and escalate as needed.
• Follow documented processes with attention to detail.
• Maintain data confidentiality and integrity of information.

Responsibilities

• Provide support for external customers via email and case resolution.
• Handle daily case work while meeting KPIs and QA.
• Document all actions in daily case work and with customers.
• Identify, document, and escalate repetitive customer issues.
• Escalate escalated cases from appropriate channels.
• Maintain and contribute to team reference materials and dashboards.
• Promote GHX best practices and adoption among customers.
• Monitor and assist assigned projects with Delivery Managers.

Skills

English proficiency

Self-learning

Process review

Problem solving

Project management

Communication

Documentation

Accountability

Multitasking

Independent judgement

Internet literacy

Salesforce exposure

Education

Tech/B.E./MCA/BCA

Tools

Salesforce

Job description

Role Summary

The Managed Services Analyst role provides excellent customer service to both internal and external customers to assist with products or services provided by GHX. This role provides administrative process support for routine tasks. This individual will have a passion for customer service and performance excellence. In addition, this role will demonstrate excellent verbal and written communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships both internally and externally. This position requires effective time management skills, thorough attention to detail, ability to cross-train peers, and a high level of integrity.

Job Description

The Managed Services Analyst role provides excellent customer service to both internal and external customers to assist with products or services provided by GHX. This role provides administrative process support for routine tasks. This individual will have a passion for customer service and performance excellence. In addition, this role will demonstrate excellent verbal and written communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships both internally and externally. This position requires effective time management skills, thorough attention to detail, ability to cross-train peers, and a high level of integrity.

Required Skills

• Strong English language and comprehension skills with clear and effective verbal and written communication


• Ability to self-learn based on reviewing passed resolutions and feedback from team


• Ability to identify learning opportunities and self-educate where resources and opportunities are


• Ability review process and recognize inefficiencies and highlight it to leaders and partner in execution as required


• Ability to recognize problems, gather information, and escape to leadership when


• Must be able to follow documented process and detail


• Strong accountability and integrity due to sensitive nature of information


• Strong customer support


• Grow and adapt to changing guidelines or


• Prioritize, multitask, and carry out projects correctly in a timely


• Proactively work with limited direction and/or


• Demonstrate the ability to exercise independent judgement and


• Internet savvy and computer literacy with proficiency in all Microsoft Office applications


• Preferably exposed to Salesforce environment for case handling.

Roles & Responsibilities

• Provide support for external customers via email for assistance with questions, education and resolution of problems.


• Handle daily case work while meeting predetermined KPI and QA


• Accurately document all actions in daily case work and customer


• Identify, document, and escalated repetitive customer


• Solve escalated cases from


• Proactively maintain and contribute to team reference


• Aid in increasing adoption of GHX’s recommended practices for customers through daily customer


• Proactively call out any failures and downtimes


• Use and update the trackers and dashboards to understand and shift to the necessary queues


• Escalate and seek support for any roadblocks


• Participate in meetings and discussions and share valuable feedback/inputs


• Monitor and assist assigned projects from Delivery Managers and Volunteer if needed for additional one-time activities within the role scope


• Maintain data confidentiality and high work ethic

Education and Experience

• Tech/B.E./MCA/BCA is preferred


• 2-5 Years of Experience in a customer support role

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.
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