Digital Support Analyst

Profile

Description

The Technology Solution Implementation Professional 1 delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Technology Solution Implementation Professional 1 work assignments are often straightforward and of moderate complexity.

Responsibilities

Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.

Schedule Options:

(1) 8:30AM to 5:00PM EST

(1) 10:30AM to 7:00PM EST

(1) 2:30PM to 11:00PM EST

Summary:

The Digital Solutions Analyst is responsible for providing superior customer support by troubleshooting and answering customers' technical questions timely. The position also requires setting and maintaining a schedule for procuring data elements, and guiding clients through the initial steps of the implementation process for our digital solutions. The Digital Solutions Analyst will work closely with Customer Service and Tech support.

Essential Duties and Responsibilities for the Digital Solutions Analyst:


Provide tier 2 support to customers
Respond to inquiries, questions or technical issues timely
Provide excellent customer service
Appropriately communicate the root cause and resolution to customers
Work with other support departments to find the root cause and resolutions to issues
Work with other support departments to successfully implement customer on digital solutions
Assist with configuration settings for the digital solutions
Provide demos and trainings for the digital solutions as needed
On call support - on call once every 7 weeks.

Other duties as assigned


Qualifications:


Ability to work both independently and as part of a team
Ability to work under pressure to meet changing priorities, deadlines, and make good decisions with minimal supervision
Strong organizational and time management skills, with excellent follow-through
Strong customer service skills and professional demeanor
High-energy with a sense of urgency, detail oriented and thorough.
Excellent verbal, written communication, creative, interpersonal, and presentation skills.
Account management and customer relationship skills, with the ability to problem solve
PC Skills - Microsoft Office and other software products
Ability to work closely/collaboratively with other departments to ensure completion of tasks
Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company


Education and/or Experience:


High School or equivalent required
Bachelors or Associates preferred
One year experience providing customer support
E-prescribing experience a plus
Healthcare experience preferred


Computer Skills

Strong working knowledge of the following:


Microsoft Business Suite of tools
Use of a laptop, plus remote connectivity tools for use in a variety of settings (home, office, hotel, hospice site... )
Ability to learn and use Salesforce application
Ability to assimilate other required technology tools


Scheduled Weekly Hours

40

Company info

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