HealthTrust Performance Group · 1 day ago
Member Support Analyst
Nashville, TN
Full-time
Onsite
Entry Level
2+ years expHealthTrust Performance Group is part of HCA Healthcare, the nation's leading provider of healthcare services. The Member Support Analyst provides Tier 1 technical support and overall HPG support for incident resolution and requests from their account base, ensuring a positive member experience through effective communication and problem resolution.
FitnessHealth CareWellness
Responsibilities
Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date
Provides support within a base of accounts, IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolve requests
Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs
Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude
Ensures the end-to-end member experience and provides a single point-of-contact for the member. Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs
Analyzes and resolves incidents and requests regarding use of application software or hardware
Responsible to follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the member communication is complete. Documents resolutions and updates internal training documentation as needed
Grows general knowledge of current HPG web applications, portals, systems, contracts, pricing, and tiers
Participates in Members Services 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, etc
Provide member support for system password and account lock-out procedures. Adheres to and supports IT standards, policies, and procedures
Maintains and protects confidentiality with regard to all aspects of patient care and employee information
Qualification
Required
High school diploma; bachelor's degree preferred
Two to three years of customer service experience
Benefits
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Company
HealthTrust Performance Group
HealthTrust Performance Group (HealthTrust) is a healthcare performance improvement organization owned and operated by health systems and dedicated to strengthening provider performance and clinical excellence through an aligned membership model and advisory solutions that leverage expertise, scale and innovation.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jocelyn Bradshaw
COO of GPO Operations
Guy W. Wagner
Senior Vice President Strategic Sourcing
Recent News
Morningstar.com
2026-01-13
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