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Information System Support/Operations Support - Only W2 No C2C!!

Amerit Consulting

Information System Support/Operations Support - Only W2 No C2C!!

San Diego, CA
Full Time
Paid
  • Responsibilities

    Job Description

    OVERVIEW:

    Our client, a global Medical technology corporation serving the Healthcare industry & technologies, seeks an accomplished OPERATIONS SUPPORT CUSTOMER LIAISON ANALYST.

     

    *** CANDIDATE MUST BE AUTHORIZED TO WORK IN USA WITHOUT REQUIRING SPONSORSHIP ***


    *** LOCATION: SAN DIEGO, CA 92130

    *** DURATION: 12+ MONTHS WITH POSSIBILITY OF EXTENSION

     

    NOTE:

    • The position will be remote during COVID and onsite once offices are back open.

     

    SUMMARY:

    Under the direction of the Manager of Operations Support, the Operations Support Customer Liaison Analyst will manage activities associated with client Customer requests concerning external forms. This position will be responsible for facilitating the completion with Subject Matter Experts (SMEs), or direct completion of these forms in a timely and accurate manner. Examples of customer forms include but not limited to: Vendor Portal Registrations/Maintenance, Supplier Questionnaires, Company Info Requests, Disclosures/Agreements, Company Documents (W9, Banking remit info, etc), Data Requests, etc. This position will be responsible for requests or issue escalations to get prompt resolution and appropriate business responses for the customer. Additional responsibilities may be delegated by the Operations Support management team as needed.

     

    SCOPE OF RESPONSIBILITIES:

    • Manage the process of the client customer form request which includes documenting receipt of forms from all sources, forwarding/distribution of forms to SMEs, following up on forms completions, and responding to the internal and external parties or stakeholders.
    • Demonstrate operational and technical competencies in relation to all client business areas applicable to this process.
    • Triage the requests to appropriate designees for further processing and follow-up as necessary.
    • Checking forms for accuracy and content, assuring correct information is provided to complete the customer’s request correctly the first time.
    • Maintain customer relations via multiple channels - written, verbal, phone calls, etc.
    • Maintain position competencies through training and documentation.
    • Build and update central repository for all client customer form requests.
    • Identify responsible department/owner to provide and complete the information requested on form, including routing it for approval/signature.
    • Facilitate required payment and obtain signatures as needed.
    • Provide feedback to management for process automation and improvement opportunities (e.g., database systems, customer communication letters, escalations process, etc.)
    • Responsible for creation and maintenance of Standard Operating Procedures/Job Aides as needed.
    • Maintain expert knowledge level of the response functions for facilitation of customer request forms.
    • Provide cross-coverage and training to peers at management request.
    • Provide regular reporting to management on key metrics for the desk (cases closed, cases open, the average time to close, etc.)

    REQUIREMENTS

    • Bachelor’s degree required and/or a combination of education and relative experience in lieu of a bachelor’s degree.
    • Minimum 2+ years of experience in a fast-paced, matrix-driven environment in a large-sized corporation where the status quo is always challenged.
    • Minimum 2+ years of experience in Service Request Management, Customer Relations, Metric Trending in the Medical Device/Healthcare/Life Sciences Industry.
    • Minimum 2+ years of experience in the following: Workflow building skills, Process documentation, and/or Process-reengineering skills.
    • Minimum 2+ years of experience in a contact center or customer-centric environment
    • Experience in facilitating teams and projects is a plus.

    3 must-haves on the resumes nothing technical, but experience in some sort of service request/customer-centric environment as this desk will be processing requests for internal/external customers, experience in a fast-paced/matrix driven environment (large company, med device/healthcare preferred), Strong analytical, deductive reasoning and organizational skills.

    OTHER SKILLS:

    • Ability to work with customer system administrators and clinicians.
    • Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations.
    • Expert-level knowledge of the client’s Customer Form Request process
    • Proven ability to multi-task and seamlessly move between business unit platforms.
    • Excellent time management and multi-tasking skills
    • Ability to take ownership and think independently, with minimal supervision.
    • General knowledge of producing metrics and building reports.
    • Strong analytical, deductive reasoning and organizational skills
    • Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
    • Ability to work independently and with others to support strong team development.
    • Ability to handle high-volume transaction environment with great attention to detail.
    • Demonstrated aptitude for identifying creative solutions to complex customer issues. Ability to “think outside the box” and “move the needle”.
    • Strong personal commitment to quality, customer service, and patient safety
    • Demonstrate advanced skills with computer software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software)
    • Willingness and ability to accept and take on additional projects and responsibilities, and to work overtime as requested.

    I'd love to talk to you if you think this position is right up your alley and assure prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

    SAM BANGA

    LEAD RECRUITER

    925-297-6480

     

     

    COMPANY OVERVIEW:

     

    AMERIT CONSULTING is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct-hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients’ businesses forward.

     

    Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.

    Company Description

    Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients’ businesses forward. Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.