Company :Highmark HealthJob Description : 

JOB SUMMARY

This job provides front-line call center support to users of the Analytic Platform's tools and data repositories throughout the organization and to its Health Plan Partners.  The incumbent will be able to clearly receive information and ideas through a variety of media and convey technical information in simple and clear terms to non-IT employees.  This will involve following the procedures for resolving issues that are created by the lead.  It will also involve redirecting problems to the appropriate resource when required and monitoring it to ensure resolution for the customer.  The incumbent also works closely with HMHS (IT) technical resources to help customers resolve technical issues that require IT support.

ESSENTIAL RESPONSIBILITIES

Manage large amounts of phone calls, emails and Instant Messages in a timely manner and document the inquiry and resolution according to standard procedures so they can be reported on. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.  Manage large amounts of submited tickets in a timely manner and document the resolution. This will include following the call center scripts and procedures to handle tier 1 inquiries of moderate complexity.  For Tier 2 and above issues, identify the customers needs, clarify the information, research the issue and direct to Senior or Lead team members or Tier 3 departments as appropriate.Other duties as assigned.

EDUCATION

Required

High School/GED

Substitutions

None

Preferred

Bachelor's degree in Computer Systems Analysis, Data Processing, Healthcare Informatics or Management Information Systems

EXPERIENCE

Required

1 - 3 years Data Analytics1 - 3 years IT Application - SAS

Preferred

1 - 3 years Healthcare Industry0 - 1 years Database Administration0 - 1 years Data Warehousing0 - 1 years Call Center

LICENSES or CERTIFICATIONS

Required

None

Preferred

None

SKILLS

SASMicrosoft OfficeAnalytical SkillsOral & Written Communication Skills

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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