Sr. Member Support Analyst

Job Description

Sr. Member Support Analyst - 12 month contract to hire

Location: Nashville, TN 37203 (Onsite)

Pay: $22/hr

Schedule: Mon - Fri 8:30a-5:30p

Job Summary:

The Senior Member Support Analyst empowers the Member Support Team to deliver exceptional service by developing training, resources, and best practices. This role focuses on team development, training, performance improvement, and knowledge management, while also serving as a subject matter expert and mentor. Occasional case work on complex issues may be required.

Key Responsibilities:

Develop and maintain training materials and knowledge base articles for the Member Support Team.

Conduct onboarding and ongoing training on support tools and processes.

Monitor team performance, identify training needs, and drive continuous improvement.

Serve as a subject matter expert and mentor to team members.

Handle a limited caseload of complex support issues as needed.

Contribute to departmental documentation and reporting.

Must-Have Skills & Experience:

Customer Support Expertise: Proven experience managing customer issues through trouble ticket systems and handling customer phone inquiries.

Team Leadership: Demonstrated experience leading or coaching a team (e.g., Coach, Lead, Senior Administrator).

Technical Proficiency: Advanced proficiency in Salesforce CRM and Microsoft Office Suite (Outlook, Word, Excel).

Industry Knowledge: Understanding of healthcare terminology and/or supply chain operations.

Required Skills & Experience :

5 years of experience in Member Support.

Advanced customer service skills.

Strong analytical and problem-solving abilities.

Excellent communication and presentation skills.

Advanced proficiency in relevant support tools (Salesforce, MS Office, HPG applications).

Desired Skills & Experience:

Leadership Experience: Prior experience in a formal or informal leadership role.

Training & Coaching Expertise: Experience developing and delivering training and providing ongoing coaching to team members.

Quality Management: Experience implementing quality management practices within a team.

Training experience (1-2 years).

Experience with content management and report building.

Competency in call center tracking tools.