Analyst, Client Services

WHY CHOOSE ECRI?

ECRI is an inspiring place to work. We share a common mission to help healthcare organizations make smart, compassionate, and ethical decisions for patients. Consider these additional benefits of joining the ECRI team:

• Industry leadership: We have a long history and proven reputation in patient safety and medical technology research.

• On-the-job-learning: You will have the opportunity to work with specialists across medical science, patient care, healthcare management, and technology.

• Comprehensive healthcare benefits: We offer medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage.

• Retirement Savings: Our employees can participate in an employer-matching 403(b) Retirement Savings Plan.

• Additional benefits: ECRI offers additional benefits to our employees, including paid time off and holiday pay, paid leave for parents, tuition assistance, employee assistance program, access to LinkedIn Learning, and other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts).

• Volunteer Program: ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.

ABOUT ECRI

At ECRI, our passion for safe, effective, and efficient care is ingrained into the fabric of who we are and why we are here. For more than 50 years, the people of ECRI have been unyielding in their work to protect patients from unsafe and ineffective medical technologies and practices. Now, with the acquisition of the Institute for Safe Medication Practices (ISMP), we have created one of the largest healthcare quality and safety entities in the world.

As a non-profit, independent organization, we utilize an unbiased, evidence-based approach to develop guidance, and maintain our principles of integrity and transparent work. Our ethical standards have led us to adopt the industry's strictest conflict-of-interest policies, and they are why tens of thousands of healthcare leaders worldwide rely on ECRI to guide their clinical, operational, and strategic decisions across all sites of care.

The Most Trusted Voice in Healthcare

ECRI is proud to serve the healthcare industry, from providers and insurers to government agencies, and medical associations. Our areas of focus include:

• Patient Safety: empowering leaders to eliminate patient harm through the dissemination of best practices, guidance, benchmarking, and recommendations.

• Evidence-Based Medicine: providing clinical evidence to inform and support decisions on the effectiveness of medical technologies, procedures, genetic tests, and clinical practice guidelines.

• Technology Decision Support: arming hospital systems with unbiased insights, so they can optimize their supply chain.

ECRI is the only organization worldwide to conduct independent medical device evaluations, with labs located in North America and Asia Pacific. ECRI is designated an Evidence-based Practice Center by the U.S. Agency for Healthcare Research and Quality and a federally certified Patient Safety Organization by the U.S. Department of Health and Human Services.

At ECRI, our passion for the truth drives us to go further and dig deeper in our pursuit to advance effective, evidence-based healthcare globally.

The success of our organization relies on the kind of creative thinking that can only result from a diverse team of individuals. ECRI is proud to be an employer of choice with an inclusive environment for all employees. As part of this goal and in compliance with various laws and regulations, ECRI provides reasonable accommodation to applicants and employees.

It's what makes ECRI unique, and why we are the most trusted voice in healthcare.

POSITION SUMMARY

The Analyst, Client Services communicates effectively with external and internal clients about access to and use of ECRI’s system-based products and services. This role helps clients to maximize system use by resolving access issues promptly and plays a key role in shaping the overall client experience and perception of ECRI. In addition, the CSS tracks and coordinates access to ECRI client events, trainings/educational offers and workshops.

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

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Deliver prompt responses to client inquiries through telephone, e-mail, and chat.

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Monitor and respond to inquiries in the Client Services e-mail inbox and general phone extension.

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Manage large volume of client inquiries in friendly and courtesy manner.

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Assist with customer orders through online shopping platform

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Research, prioritize, track, and resolve customer issues in timely and accurate manner.

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Escalate serious complaints or issues, as appropriate.

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Coordinate with colleagues to find the best solutions to customers’ issues.

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Identify common problems and escalate them to management, including suggestions for process improvement when appropriate.

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Maintain documentation of customer inquiries and responses for future reference.

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Maintain a polite, helpful, and professional manner, as well as uphold all of ECRI’s interaction standards.

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Obtain and share client feedback with colleagues and other departments so that products and services can be improved.

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Maintain broad knowledge of all company products, services, and promotions.

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Fields requests for demos or product questions; triages requests to appropriate staff for timely follow-up.

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Respects client confidentiality at all times.

Additional Responsibilities:

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Other duties, as assigned.

Qualifications

POSITION QUALIFICATIONS

Experience:

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Experience in a customer service role is preferred.

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Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferred.

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Superb written and verbal communication skills.

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Impeccable attention to detail and strong organization skills.

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Exceptional communication skills and professional demeanor.

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Sound judgment and excellent problem-solving skills.

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A positive attitude and the ability to build relationships with clients.

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The ability to speak a second language may be advantageous.

Education:

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High school diploma or equivalent is required

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Bachelor’s degree in business, communications, or a related field may be advantageous.

Computer Skills:

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Proficient with Microsoft Office Suite.

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Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferred.

Certifications and Licenses:

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N/A

POSITION COMPENSATION

The salary range for new employees in this position is $43,989.00 - $52,786.00, based on background, experience, and skills. In addition, new employees in this position are eligible for all of our benefit offerings, including, but not limited to, health and welfare benefits, 403(B) retirement savings, and paid time off (PTO), as well as variable compensation.

PHYSICAL DEMANDS

This position operates in a remote environment and requires the individual to remain in a stationary position, whether sitting or standing, before a desk or other fixed workspace, most of their workday. In addition, this position requires the individual to occasionally move about their workspace to access and inspect work-related materials, such as file cabinets with physical files and standard office equipment. This position requires the ability to operate standard office equipment, including, but not limited to, a laptop, keyboard, mouse, webcam, and phone, as well as effectively communicate information and ideas to a wide variety of audiences in written and oral form.

ADA STATEMENT

ECRI is committed to equal employment opportunities and compliance with the Americans with Disabilities Act (ADA). ECRI values diversity and inclusivity, and we strive to provide a work environment that accommodates employees with disabilities. If you require reasonable accommodations to participate in the application or interview process, please inform us so that we can provide the necessary support. ECRI believes that everyone should have an equal opportunity to contribute their skills and talents, and we are dedicated to making our workplace accessible and inclusive for all.

EEO STATEMENT

ECRI is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or veteran status. We value diversity and believe that a diverse workforce enhances our ability to succeed. ECRI complies with applicable federal, state, and local laws governing nondiscrimination in employment and prohibits any form of discrimination or harassment based on these protected characteristics.

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