WHY PATIENTS NEED YOU
The Customer Service Support Analyst provides operational, analytical, and training support to the U.S. Customer Service organization.
WHAT YOU WILL ACHIEVE
The role supports quality monitoring, onboarding and training, reporting, and documentation while following established processes to promote consistency, compliance, and service quality across the Order to Cash (O2C) process.
HOW YOU WILL ACHIEVE IT
Support Customer Service quality monitoring activities, including reviewing customer interactions, documenting results, and identifying opportunities for improvement.
Assist with training coordination, tracking, and materials to support colleague development, compliance, and operational readiness.
Prepare and maintain operational reporting and analysis related to quality, service performance, training, and other Customer Service activities.
Support compliance, audit, financial control, and SOX-related activities, including documentation and record maintenance.
Assist with maintaining SOPs, job aids, reference materials, and other operational documentation as processes, systems, or requirements evolve.
Participate in continuous improvement initiatives by providing analysis, observations, and recommendations that support efficient and consistent Customer Service operations.
Collaborate with Customer Service leadership, colleagues, and cross-functional partners to support operational priorities, projects, and team initiatives.
Maintain awareness of changes to Customer Service processes, systems, policies, and quality standards and apply updates as appropriate.
QUALIFICATIONS
Must-Have
Applicant must have a bachelor's degree with at least 3+ years of experience.
Experience in a Customer Service or healthcare environment.
Proactive and self-motivated with a commitment to continuous improvement.
Good knowledge of MS 365 Office.
Nice-to-Have
Master's degree with more than 1+ year of experience; OR an associate's degree with 6+ years of experience; OR a high school diploma (or equivalent) and 8+ years of relevant experience.
Candidate demonstrates a breadth of diverse capabilities including: the ability to collaborate with peers, coach others, and guide the work of internal and external stakeholders to achieve meaningful outcomes and create business impact.
PHYSICAL/MENTAL REQUIREMENTS
Work performed in an office/desk environment.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
This role requires a standard work schedule.
Work Location Assignment: Flexible
OTHER JOB DETAILS
Last Date to Apply for Job: November 30, 2026
Additional Location Information: PA – Collegeville, TN - Memphis
Eligible for Relocation Package – NO
Secondment 6 months
If you are currently in a driving position with a fleet vehicle and this secondment does not require driving as an essential function of the position for 12 months or longer, you will be required to turn in your fleet vehicle for the duration of the non-driving secondment. Please refer to the Fleet Policy and Procedures document for more information.
There will be no change to your current work location.
Position is considered Flexible, and colleagues are expected to comply with Log In For Your Day (LIFYD) requirements at site location (e.g. about 2.5 days a week in office).
Note: This secondment offers a valuable opportunity for professional growth. It will need to be funded by the secondee’s home market.
This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.
Relocation assistance may be available based on business needs and/or eligibility.
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