HCA Holdings, Inc
WHY HCA? At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Additional Facts: \u2022 Ranked 63 in Fortune 500 \u2022 Competitive Fortune 100, industry matched salaries and yearly merit increase \u2022 Computerworld Top 50 Best Places to Work in IT annually since 2009 \u2022 Named one of the \u201cWorld\u2019s Most Ethical Companies\u201d annually since 2010 \u2022 106 HCA hospitals are on The Joint Commission\u2019s list of top performers on key quality measures. JOB SUMMARY The Associate Client Implementation and Support Analyst is primarily responsible for facilitating support within a Line of Business to all HCA, Lifepoint, Capella, Parallon and non-affiliated hospitals and HCA\u2019s corporate office, division offices or other entities. This client services role includes answering incoming phone calls and emails from clients from throughout the enterprise, answering inquiries and questions, gathering significant information, triaging issues, troubleshooting problems, providing information to clients, prioritizing issues based on potential impact, routing issues to appropriate resources, and follow up phone calls and emails to assure issues have been addressed satisfactorily. They will interact and collaborate with other support analysts within the enterprise and the client base to provide significant information about support issues, utilize appropriate resources to initiate effective resolution processes, enter information with meaningful content into ticketing system, identify and prioritize issues to be escalated and engage in some problem solving processes. The client base supported will include representatives from the HCA division service desks and shared service centers, vendor representatives and other departments throughout the enterprise. Building strong working relationships within IT&S by working across organization boundaries to acquire and record significant information to be used in the resolution of client reported issues. They will be required to continually expand knowledge of current and upcoming products within the designated specialties and update and distribute reference information accordingly. The Associate Client Implementation and Support Analyst provides support during and after normal business hours (nights, weekends & holidays), as required. GENERAL RESPONSIBILITIES 90% \u2022 Answers Client Support Services telephone calls, documents all customer inquiries and resolutions received via phone calls, mailboxes or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner. \u2022 Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude. \u2022 Provides support within a Line of Business, clinical or infrastructure specialty and across specialties as required. Educates and trains clients one-on-one as needed to resolve requests. \u2022 Actively works to ensure IT&S Service Level Agreements are met. \u2022 Actively participates in and manages incident communication needs and expectations for customers and stakeholders. \u2022 Expands current and upcoming product knowledge. \u2022 Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards. 10% \u2022 Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation (onsite or remote), etc. RELEVANT WORK EXPERIENCE Less than 1 year EDUCATION Bachelor\u2019s Degree Preferred OTHER / SPECIAL QUALIFICATIONS \u2022 Demonstrated ability and desire to learn line of business and business terminology \u2022 Demonstrated analytical and problem solving skills \u2022 High level of patience, empathy, courtesy and listening skills required in dealing with customers and their issues \u2022 Ability and desire to learn HCA\u2019s Client Support Services processes and techniques \u2022 Ability to judge severity of issues and use discretion in obtaining required services \u2022 Ability to work independently with minimal direct supervision \u2022 Above average communication and telephone skills \u2022 Ability to succinctly communicate verbally and in a variety of media \u2022 Strong interpersonal relationship skills and the ability to work with a team \u2022 Excellent data entry and keyboard skills \u2022 Proficient computer skills and knowledge Preferred but not required \u2022 Knowledge of customer service principles and practices \u2022 A working knowledge of providing customer support using BMC\u2019s Remedy \u2022 A working knowledge of Active Directory/NT Account administration \u2022 Understanding of IT Infrastructure Library (ITIL) \u2022 Clinical System Experience \u2022 Practice Velocity Experience KEY COMPETENCIES \u2022 verbal and written communication skills \u2022 listening skills \u2022 problem analysis \u2022 problem solving \u2022 customer service orientation \u2022 organizational skills \u2022 attention to detail \u2022 initiative
HCA Holdings, Inc
Website : http://hcahealthcare.com
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, we are the nation's leading provider of healthcare services, a company comprised of locally managed facilities that includes about 165 hospitals and 115 freestanding surgery centers in 20 states and England and employing approximately 204,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities. Milton Johnson serves as Chairman and Chief Executive Officer of HCA. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we give them by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Investing in our communities is important to us. HCA typically invests about $1.5 billion annually to keep our facilities modern and up-to-date technologically and to expand and add services where needed. Focusing primarily on communities where the company is a leading healthcare provider, HCA selectively adds new facilities in order to better serve our communities. And because two HCA founders were physicians, we value highly the strong relationships we've created with local physicians. We endeavor to provide them with a wide array of services and modern facilities in order to help them deliver the best possible care.