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Senior Customer Operations Specialist

Senior Customer Operations Specialist

Job ID 
2017-4357
# of Openings 
1
Job Locations 
US-AZ-Phoenix
Posted Date 
9/8/2017
Category 
Healthcare

More information about this job

Overview

Symphony Health Solutions is a leading provider of high-value data, analytics, technology solutions and actionable insights for healthcare and life sciences manufacturers, payers and providers. The company helps clients drive revenue growth and commercial effectiveness, while adapting to the transformation of the healthcare ecosystem, by integrating a broad set of patient, prescriber, payer and clinical data together with primary and secondary health research, analytics and consulting. Symphony delivers a comprehensive perspective on the real dynamics that drive business in the healthcare and life sciences markets.

 

At Symphony Health Solutions, we pride ourselves on being Collaborative and customer centric. We do this by focusing on five key values:

  • Love the Customer by consistently exceeding expectations
  • Focus on Brilliant Execution by being detailed and accountable
  • Leapfrog the Competition by Differentiating ourselves and providing innovative solutions
  • Build a High-Performance Culture that does not accept mediocrity
  • Make it Fun by Connecting as one passionate high-energy team.

Connect with Symphony! Collaborate with Customers! Differentiate Yourself! 

Responsibilities

The Sr. Customer Operations Specialist is responsible for supporting products, tools, and applications used by internal and external clients. The Sr. Customer Operations Specialist will work closely with SHS, Product Management, Health Data Services, IT Development and Commercial Services to implement and support syndicated and custom solutions.

 

As a subject matter expert, the Sr. Customer Operations Specialist leads the investigation, supports the defined solution and communication of issues or events.

Sr. Customer Operations Specialist will participate in the product development lifecycle, collaborate with individuals across the organization from points of product concept, development, user acceptance testing, and deployment and roll out(s) to internal and external customers.

 

Sr. Customer Operations Specialist will support the sales and client onboarding process including providing guidance and recommendations for best practices across all practice areas (prescriber, patient and payer). Responsibilities include gathering and documenting business requirements as well as ensuring that documented requirements are met.

 

The Sr. Customer Operations Specialist performs complex data analysis, draws research conclusions, and prepares comprehensive reports of data analysis findings. Recommend procedural changes and participate in implementation. This person is an expert in researching, resolving and documenting client inquiries. Technical skill is required as this position is a mix of business and technical skills.

 

Our environment encourages personal accountability and builds the confidence of others by highlighting their strengths and achievements.

  • This position requires a high degree of product and industry knowledge 
  • This individual will serve as resource to others on a variety of areas including granular levels of data, internal tools, client applications, and problem resolution.
  • Document processes and products, including Standard Operating Procedures (SOP), reference documentation, and training materials
  • Responsible for gathering requirements and documenting business requirements and project specifications. Ensure solution adheres to best practices and meets the business objectives of the requirements.
  • Identifies opportunities for consistencies across products and use knowledge to contribute to product development and productionizing services offerings.
  • Acts as the primary User Acceptance Testing (UAT) role in the product development workflow.
  • Utilize and define new quality control standards to assess data accuracy.
  • Ability to analyze issues and problems systematically, review information provided and research situation to identify cause issue and propose timely solution.
  • Provide different levels of training (group session vs. individual) on tools, applications, and processes.
  • Perform deliverable support as requested by Delivery Ops, such as adding / removing exclusions, updating contracted data agents, prioritizing deliverable, and manually pushing market.
  • Serve as primary contact for client applications while providing guidance and supporting internal tools used by Operations to create client deliverables.
  • As needed, assume responsibility for client deliverables, ongoing and one time.

Qualifications

  • Bachelor's Degree in Business, Data Analytics, other similar field of study OR equivalent experience is required.
  • Must have at least 7-10+ years of experience in healthcare data analytics, client account management, product support and practice area knowledge of prescriber, payer and patient data and analytics to support client business questions.
  • Experience with the following:
    • Analytics & Reporting Tools: QlikView, MicroStrategy
    • Oracle Query Tools:TOAD, SQL Editor

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all duties and responsibilities and requirements. Symphony Health Solutions is an Equal Opportunity Employer.

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