Operations Business Analyst III at GHX

| Greater Boulder Area | Remote
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The Operations Business Analyst partners with GHX Customers, Customer Support Representatives, Problem Managers, Product and Development teams, and other internal stakeholders to gain a thorough understanding of the issues faced by GHX customers who engage Support for assistance. This role requires gathering product feedback, prioritizing work and ensuring alignment. The successful candidate will perform detailed analysis of support case data, transaction failures, and C-sat results to identify continuous improvement efforts within GHX support processes, product defect/enhancement, customer education/training, Customer implementation/integration and Customer Self-Serve options.Principal Duties and Responsibilities:
  • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions within Customer Operations
  • Leading ongoing reviews of Customer Operations business processes and developing optimization strategies
  • Staying up-to-date on the latest process and IT advancements to automate and modernize Customer Operations processes
  • Strives to understand the needs and use cases of our customers
  • Escalates issues to Problem Management and/or aide in technical resolutions as appropriate
  • Provides follow up with required individuals to ensure successful problem ownership
  • Develops customer support processes to assist and improve the customer experience as we grow as a company
  • Provides support analytics and customer experience data to assist application design improvement and product implementations
  • Utilizes Support case data to drive training and education development
  • Supports business cases to assess the relative benefits of product enhancement
  • Identifies trends that highlight necessary changes in implementation/integration processes
  • Serves as the internal representation for voice of the customer on new or already existing products
  • Functions as the solution catalyst to drive customer satisfaction and product improvements
  • Acts as a liaison between customer support and business groups such as Product Management and Development by communicating product use cases that define customer stress points, translating user needs into clear, well-defined user stories
  • Utilizes Support Knowledge Base (KCS) to drive issue prioritization and push left opportunities, and takes ownership of the necessary analysis and actions to drive these activities as the Knowledge Domain Expert (KDE)
  • Builds and maintains relationships across the organizations, with teams and individuals Acts as escalation point for technical and transactional issues that occur within Customer Support, including issues emanating from third party vendors
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks that facilitate high productivity and effective solutions
Required Qualifications:
  • B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
  • 5+ years in a technical customer-facing support role within an agile environment
  • Experience with CRM tools such as Salesforce
  • Strong analytical ability to review historical data and identify trends and outliers as areas of focus
  • Excellent knowledge analysis and productivity tools, including but not limited to Microsoft Excel, Word, PowerPoint, and data analysis tools related to ANSI X12 EDI transactions
  • A technical mindset with great attention to detail
  • High quality organizational and leadership skills
  • Ability to work well with others and resolve any conflicts that may arise between different viewpoints
  • Ability to communicate effectively and collaboratively with Product Managers, Developers, and Executive Leadership in pursuit of achieving customer satisfaction goals.
  • Sound project management skills, with well-developed organizational skills
  • Excellent verbal and written communication skills
  • Strong team player
  • Skilled in leading meetings, setting agendas, driving decisions, and negotiating
Estimated Salary range for this position: $60,585 - $84,000The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/GHX: It's the way you do business in healthcareGlobal 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 800 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.DisclaimerGlobal 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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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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