Employment Type:

Full time

Shift:

Day Shift

Description:

Position Purpose / Job Summary: Fantastic opportunity to join a leading Health Care Supply Chain organization with competitive benefits and the flexibility of a hybrid work at home environment!

Chosen candidates will support a high volume of inbound customer calls/email for the Trinity Health Procure to Pay (P2P) (Purchasing / Accounts Payable) Shared Services Organization. P2P Customer Service agents are the first point of contact for internal (Health Ministries) and external (Vendor) customer inquiries regarding purchase order and invoice/payment status and/or discrepancies for all supported locations of the combined Procurement and Accounts Payable Shared Services department. The majority of purchase order and invoice transactions are handled by automated systems and/or outsourced suppliers. This position primarily focuses on researching purchase order and invoice/payment status and communicating discrepant orders/invoices and any urgent supply and payment situations. Customer Service Agents are expected to quickly analyze customer concerns and needs while documenting and resolving customer's issues. Candidates are expected to demonstrate Trinity Health's Procure to Pay departments commitment to excellent customer service by following up on calls timely and ensuring superior results.

ESSENTIAL FUNCTIONS

1. Knows, understands, incorporates and demonstrates the mission, vision and core values of Trinity Health in behaviors, practices and decisions.

2. Answers all internal and external customer inquiries regarding invoice and purchase order status. All incoming calls must follow the department call tracking policies and all call information is logged in the call center tracking system.

3. Supports a high volume of inbound customer calls; researches and resolves order/invoice issues; provides information on TH P2P services, and demonstrates established standards of commitment to customer service by following up on calls and ensuring superior results. Quickly analyzes customer concerns and needs while resolving customer's issues within the prescribed time limits.

4. Counsels customers regarding the appropriate use of the Enterprise Resource Planning (Requisitioning and Invoice screens. Analyzes customer needs and refers to appropriate external resources (Supply Chain Information Systems, Health Ministry Supply Chain department, etc.) to ensure orders are accurate within the prescribed processes of the Procure to Pay Shared Services Organization.

5. Facilitates triaging of incoming requests for invoice resolution, supplies and services to P2P staff if unable to resolve within prescribed timeframe per call center guidelines.
6. Identifies, researches, analyzes and resolves complex Health Ministry concerns/issues.

7. Makes independent decisions based on information gathered from customers and available within internal areas.  

8. Maintains a working knowledge of TH P2P operations, including but not limited to Expediters, Accounts Payables, Buyers and Health Ministries. Must understand TH P2P operations including requisitioning, operating policies/ procedures, contracting resolution processes, invoice resolution etc.

9. Researches/Triages Purchasing email box. Resolves or facilitates resolution for customer.

10. Consults with management to proactively resolve customer problems. Identifies discrepancies and recommends resolutions regarding P2P operations which impact customers, including but not limited to Health Ministries, vendors, accounts payables, etc.

11. Attends department meetings and training sessions and incorporates information and material into daily job functions. Must successfully pass a series of tests upon completion of the training program.

12. Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

1. One (1) to two (2) years professional experience in an office environment or customer support role.  Or equivalent college courses.
2. Six (6) to twelve (12) months previous experience in a high volume Procurement, Accounts Payable, Supply Chain Management or Customer Service Environment required.

3. Knowledge of medical supply and commodity terminology is preferred.

4. Excellent communication skills, verbal and written.

5. Strong problem solving skills with ability to research problems and present findings.

6. Meticulous in attention to detail and skillful in data entry.

7. Demonstrate