HCA Healthcare Jobs In Nashville, TN

Introduction Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Team Lead Client Support Services today with HCA Healthcare. Benefits HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include: * 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. Learn more about Employee Benefits Note: Eligibility for benefits may vary by location. Come join our team as a Team Lead Client Support Services. We care for our community! Just last year, HCA Healthcare and our colleagues donated 13.8 million dollars to charitable organizations. Apply Today! Job Summary and Qualifications The Team Leader - Client Support Services is responsible, with manager, for defining and improving service desk operational procedures and interactions with customers and support resources. Resource allocation will be analyzed and reported on to ensure alignment with departmental workflow and project commitments, will lead up to 12 hourly staff, this includes after-hours and weekend support responsibility (includes staff timekeeping, quality, coaching, feedback, and evaluation participation. The Team leader identifies and understands prevalent issues based on trend and root cause analysis, and participates in efforts to improve operational excellence with the manager. The Team leader provides support for moderate to complex incident resolution and requests reported to the Level 1 Service Desk for all Client Support Services. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Team Leader is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from our client support groups. Additional responsibilities include facilitation and collaboration with manager to drive operation performance of the service desk. * Assists manager as Acting Service Level Manager and Service Level Reporter * Assists manager to Apply internal department best practices, standards, and workflows to ensure consistency and standard operations across all IT&S division services * Assists manager to improve support processes and procedures. Defines and improves service desk operational procedures and interactions with customers and support resources * Assists manager to communicate service desk processes, guidelines, and standards * Provides input and/or assistance to the Customer Support Operations Manager for the team's daily operational activities. * Participate in root cause analysis; understands the outcomes of root cause analysis for incidents and requests reported to the service desk * Coordinates customer support sponsored improvement efforts; Follows-up and follows through to ensure that operating changes are resulting in expected improvements; reports on results of implemented improvements * Advocate for Level 1 Service Desk, external clients and client lead to populate the knowledge base and promote a self-help environment that is effective and practical. Ensuring maintenance of service desk and end user documentation * Mentors service desk analysts in determining the most effective method of problem resolution * Participates in personnel management activities, including performance management and career development activities, including Healthstream completions. * Address performance or behavioral issues quickly and in accordance with CereCore/HCA policy. * Responsible for all staff timekeeping activities * Provides after-hours and on-call support, as needed * Creates an environment that encourages information sharing, team-based solutions, cross-training, to ensure effectiveness, efficiency and service excellence. * Coordinates incident and request escalations to ensure that they are handled professionally and in a timely manner * Performs any customer interaction (phone calls, incidents, request, chats) work for the CereCore Level 1 Service Desk as needed; engages other service resources to resolve complex incidents and requests * Addresses and resolves incidents and requests with quality documentation; logs all incidents and requests in ServiceNow; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. * Takes ownership of issues and actively facilitates resolution of reported incidents. * Responsible for daily review and resolution or appropriate reassignment of all ServiceNow Level 1 work queue items. * Uses the appropriate product categorization for logging incidents and requests. * Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. * Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met. * Ensures the best end-to-end customer experience and provides a single point-of-contact for the clients. * Empowered to create unique customer service experiences that reflect highly on CereCore. * Responsive to the expressed and unexpressed needs of our clients. * Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all CereCore clients including but not limited to employees, patients, and their families. * Review and enforce benchmark measures for service desk and customer service performance established at annual Level 1 service desk team objectives * Assists manager to Attract and hire staff members with the required service experience, technical knowledge, and/or healthcare operations expertise. * Develops a complete understanding of our client's needs, as well as impact of planned/unplanned changes. Participates in vision-setting and direction of division service desk with Customer Support director. * Establishes and maintains strong relationships with our Clients, CereCore leaders, vendors, and staff. Encourages information sharing, team-based resolutions, cross-training, process improvement across to ensure collaboration * Adheres to the Code of Conduct and Mission and Value Statements * Assists with other duties as assigned * Review and enforce benchmark measures for service desk and customer service performance established at annual Level 1 service desk team objectives * Assists manager to Attract and hire staff members with the required service experience, technical knowledge, and/or healthcare operations expertise. * Develops a complete understanding of our client's needs, as well as impact of planned/unplanned changes. Participates in vision-setting and direction of division service desk with Customer Support director. * Establishes and maintains strong relationships with our Clients, CereCore leaders, vendors, and staff. Encourages information sharing, team-based resolutions, cross-training, process improvement across to ensure collaboration * Adheres to the Code of Conduct and Mission and Value Statements * Assists with other duties as assigned What qualifications you will need: * Bachelors Degree preferred * Three or more years experience Required: * Demonstrated Experience communicating across departmental boundaries to ensure collaboration, efficiency, and service excellence (i.e. interdepartmental communication) * Demonstrated people management skills * Strong understanding of Service Desk and Customer service Principles OR Customer service orientation and/or prior customer service experience * Competency in MS Office Suite, budgeting tools, call center tracking tools * Demonstrated ability to learn customer support processes and techniques. * Demonstrates strong analytical skills or solid understanding of troubleshooting methodology * Ability to solve problems. * Demonstrated ability to work without supervision * Experience with call center techniques * Prior experience supporting customers in use of application software. * Proficiency in using support software tools. Preferred: * Competency in use of call center tracking tools * Customer Service Orientation and/or training * Root Cause and trend analysis experience * Software Support strategy development and implementation * Strong understanding of HCA security-related procedures * Basic network troubleshooting and support experience HCA Healthcare has been recognized as one of the Worlds Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated 3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses. "The great hospitals will always put the patient and the patients family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr. HCA Healthcare Co-Founder If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Team Lead Client Support Services opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today! We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.