Product Support Analyst

Symmetric Health Solutions, LLC; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Symmetric Health Solutions, LLC is seeking a Product Support Analyst to execute data-focused initiatives, improving healthcare item data to support hospital supply chains. You will collaborate with customer success and development teams to address questions, enhance the product database, and resolve data issues for customers.

The role emphasizes data relationships, accuracy, and education for customers, with exposure to diverse data management activities from ideation to execution in a rapidly

Qualifications

• Bachelor's degree in a technical field with preference for Information Systems/Biomedical Sciences
• Fluency in spreadsheet programs like Excel or Google Sheets
• Excellent written communication in English
• Authorized to work in the US

Responsibilities

• Research and address customer questions and support tickets
• Maintain and improve the product database using homegrown data tools
• Collaborate with data engineers to improve data tools
• Investigate healthcare product data issues and provide up-to-date information
• Identify how customers structure their data and assist integration
• Educate customers on latest product information and trends
• Identify and communicate product feedback and use cases
• Perform data analysis using company tools, SQL, and Excel
• Communicate with manufacturers, suppliers, and regulatory entities to resolve data issues
• Communicate with customers to address questions and align with business goals
• Represent the voice of the customer to influence product strategy

Skills

Data research

Data cleaning

Excel proficiency

SQL querying

Stakeholder communication

Healthcare domain knowledge

Education

Bachelor's degree in a technical field

Tools

SQL

Infor ERP

Oracle Fusion Cloud

Workday

Job description

Product Support Analyst (Item Data Research, Quality and Governance)

The Product Support Analyst will be responsible for executing data and analysis focused initiatives that help our customers use Symmetric Health Solutions' clinical supply data to support day-to-day healthcare supply chain operations. This will cement the value of Symmetric's products to healthcare organizations while maintaining positive customer sentiment when using our tools and services.

The analyst will work directly with the customer success and development teams to address customer questions, improve Symmetric's product database, investigate healthcare product data issues, educate customers on the latest product information, and relay product improvement opportunities to Symmetric product team members.

A successful candidate will be an energetic self-starter who enjoys reviewing and understanding data relationships, accuracy, and use in solving our customers' challenges. One who is interested in learning more about hospital supply chain data management and is detail oriented, yet thrives in an ambiguous environment.

This role will provide the chosen individual with exceptional exposure to various aspects of data management in healthcare, from ideation to execution, and experience working with numerous roles and ranks. The breadth of the role provides a unique growth opportunity for the individual and can serve as a springboard into a variety of positions, at a rapidly expanding company, in data engineering, customer success management, project management, and product operations.

At Symmetric, we're building the data backbone of the medical products economy by operating a ubiquitous data infrastructure network to automate the process of delivering and improving information on the millions of medical products used by every healthcare system on Earth. Our mission is to bring transparency to the global healthcare system by providing timely, reliable information. We build applications that allow health systems to embed medical device and supplier data into their decision-making processes. We believe more data-driven decision-making in healthcare can lead to better clinical quality and operational efficiency.

If you are motivated by working with problem solvers at the intersection of the healthcare supply chain, data products, and public health, you will fit right in.

What we're looking for:

• Demonstrated data research and data cleaning capabilities
• A motivated self-starter excited to become a domain expert in the healthcare supply chain and medical supplies fields
• Ability to thrive in a dynamic environment, keeping results/solutions and priorities front of mind
• Experience using Microsoft Excel to analyze, prepare, clean, and present insights
• Capacity to analyze complex issues and communicate insights with relevant stakeholders

What you will do

• Research and address Customer Questions, Requests and Support Tickets
• Maintain and improve Symmetric's product database using Symmetric's homegrown data admin tools
• Collaborate with Symmetric's data engineers to innovate/improve existing data admin tools
• Investigate healthcare product data issues to provide the most appropriate and up-to-date information to our customers
• Identify how customers structure their data and help them integrate it into Symmetric's database
• Educate customer on latest healthcare product information and trends
• Identify and communicate product feedback and use cases
• Perform data analysis using Symmetric tools, SQL, and/or Microsoft Excel to meet customer needs
• Communicate effectively with medical device manufacturers, suppliers and regulatory entities to address and resolve incorrect or inconsistent product information
• Communicate effectively with customers to address product support questions, understand business goals, and alleviate pain points
• Represent the voice of the customer to influence product strategy and direction

Working Here

• Symmetric Health Solutions' singular goal is to clean and process every request for healthcare item information on the planet. We aim to handle the boring problems involved in item identification and data quality so that organizations can focus on providing high quality service and care.
• You will grow together with peers and mentors that have both industry and technical expertise.Your work will impact over 900+ hospitals across the US, as well as regulatory and global data standards agencies across the globe to improve healthcare.
• Competitive base compensation
• Profit-sharing bonuses
• 401k Match
• Company-provided health insurance plans
• US-based remote role with scheduled team in-person meetings
• Close collaboration with our healthcare supply chain experts so you can become a domain expert yourself
• A collaborative team focused on making healthcare better
• Opportunity to grow and take ownership of various business initiatives

Required Education, Certifications, And Experience

• Bachelor's degree in a technical field (sciences, engineering, computer science, etc.) with a preference for a background in Information Systems and/or Biomedical Sciences
• Fluency in Spreadsheet programs like Microsoft Excel or Google Sheets
• Excellent written communication in English
• Authorized to work in the US

Preferred Qualifications

• Experience with medical supply data management and research (classifying UNSPSCs, standardizing Item Descriptions, contacting manufacturers and suppliers)
• Experience with medical supply ontologies, and clinician's preferences for nomenclatures
• Experience working with Hospital ERP systems like Infor, Lawson, Peoplesoft, Oracle Fusion Cloud, Workday, Meditech
• Experience with supply chain IT or management
• Experience or interest in using SQL to extract data and prepare datasets for data review and analysis

Note: This role is open level.