Digital Support Analyst

The Technology Solution Implementation Professional 1 delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Technology Solution Implementation Professional 1 work assignments are often straightforward and of moderate complexity., Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation’s largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service., The Digital Solutions Analyst is responsible for providing superior customer support by troubleshooting and answering customers’ technical questions timely. The position also requires setting and maintaining a schedule for procuring data elements, and guiding clients through the initial steps of the implementation process for our digital solutions. The Digital Solutions Analyst will work closely with Customer Service and Tech support., Provide tier 2 support to customers

Respond to inquiries, questions or technical issues timely

Provide excellent customer service

Appropriately communicate the root cause and resolution to customers

Work with other support departments to find the root cause and resolutions to issues

Work with other support departments to successfully implement customer on digital solutions

Assist with configuration settings for the digital solutions

Provide demos and trainings for the digital solutions as needed

On call support - on call once every 7 weeks.

Other duties as assigned

Ability to work both independently and as part of a team

Ability to work under pressure to meet changing priorities, deadlines, and make good decisions with minimal supervision

Strong organizational and time management skills, with excellent follow-through

Strong customer service skills and professional demeanor

High-energy with a sense of urgency, detail oriented and thorough.

Excellent verbal, written communication, creative, interpersonal, and presentation skills.

Account management and customer relationship skills, with the ability to problem solve

PC Skills - Microsoft Office and other software products

Ability to work closely/collaboratively with other departments to ensure completion of tasks

Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company

Education and/or Experience:

High School or equivalent required

Bachelors or Associates preferred

One year experience providing customer support

E-prescribing experience a plus

Healthcare experience preferred

Computer Skills

Strong working knowledge of the following:

Microsoft Business Suite of tools

Use of a laptop, plus remote connectivity tools for use in a variety of settings (home, office, hotel, hospice site… )

Ability to learn and use Salesforce application

Ability to assimilate other required technology tools