Senior Member Support Analyst, Robert Half

Robert Half

Location:
United States, Nashville

Category:
Customer Service

Contract Type:
Contract work

Salary:

Not provided

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Job Description:

We are looking for a Senior Member Support Analyst to join our team in Nashville, TN. This is a long-term contract position offering the opportunity to play a critical role in training and developing team members while ensuring the delivery of high-quality support to our membership base. In this position, you will oversee the creation of training materials, knowledgebase articles, and operational processes to enhance the efficiency and effectiveness of the Member Support Team.

Job Responsibility:

Provide Tier 1 technical support and resolve service requests related to general member inquiries
Serve as the subject matter expert for MFA (Multifactor Authentication) and SSO (Single Sign-On) troubleshooting and support
Triage, research, and resolve basic incidents, ensuring issues beyond Tier 1 are escalated appropriately
Act as the single point of contact for members, ensuring quality service and timely communication on progress or resolutions
Handle member interactions with professionalism, building strong relationships with internal and external stakeholders (e.g., supported hospitals, shared service centers, and vendors)
Leverage support systems, tools, and internal documentation for incident resolution
Update training materials and documentation as needed
Participate in department projects, system testing, procedure development, and pilot implementations
Support member account lock-out procedures and password resets

Requirements:

Prior experience supporting multifactor authentication (MFA) and general user management
Knowledge of Single Sign-On (SSO)
Familiarity with HealthTrust applications, processes, and policies
Competency in Microsoft Office Suite and tools such as PEM, CMS, Salesforce, and Member Portal
Strong analytical skills, problem-solving ability, and attention to detail
Excellent customer service orientation and ability to handle competing deadlines
High school diploma required

Nice to have:

Experience with call center tracking tools and handling inbound calls for Tier 1 tech support or customer service
Proficiency with Microsoft Excel (e.g., PivotTables, VLOOKUP)
Knowledge of security-related procedures and processes
Bachelor’s degree preferred

What we offer:

Medical, vision, dental, and life and disability insurance
Company 401(k) plan
Access to top jobs, competitive compensation, and free online training

Additional Information:

Job Posted:
June 17, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Member Support Analyst