P2P Customer Service Agent

Supports a high volume of inbound customer calls/emails for Client Healths Procurement to Payment (P2P) operation. Answers all internal and external customer order status inquiries and/or complaints (telephone, mail, web) as well as invoice payment status requests. Quickly analyzes customer concerns and needs while resolving a customer's issues. Researches and resolves issues; provides service in support of Client Healths P2P operations; provides guidance to customers on the use of eProcurement. Full working knowledge of Client Healths P2P departmental procedures, processing, and system operating processes. Demonstrated commitment to customer service by ensuring superior results.

This role will support and be responsible for handling all inbound inquiries including, but not limited to: backorders, overnight orders, order status, RTVs (Returns), invoice payment, and payment request status. This position will work closely with Procurement and Accounts Payable teams and leadership to achieve the expected high levels of customer service.

• Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P2P operations.

• All incoming calls must follow department call tracking policies and all call information is logged in the call center tracking system.

• Supports a high volume of inbound customer calls; researches and resolves issues.

• 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 issues.

• Counsels customers regarding the appropriate use of eProcurement requisitioning or invoice submission.

• Analyzes customer needs and refers to appropriate external resources (P2P Job Aids) to ensure orders and invoices are accurate within prescribed P2P processes.

• Facilitates triaging of incoming requests to P2P Operations staff if unable to resolve within prescribed timeframes.

• Identifies, researches, analyzes, and resolves complex customer complaints.

• Maintains a working knowledge of Client Health P2P and Supply Chain Management operations.

• Consults with management to proactively resolve customer problems.

• Identifies discrepancies and recommends resolutions regarding P2P operations that impact customers.

• Committed to continued professional development.

Minimum High School Diploma

Must possess working knowledge of customer service practices as normally obtained through at least two years of experience in a customer service environment, preferably within the healthcare industry, or an equivalent combination of education and experience. Call center experience preferred. Two years of experience in healthcare Procurement or Accounts Payable is desired. Knowledge of medical supply and commodity terminology is preferred.

Excellent verbal and written communication skills. Strong problem-solving skills with the ability to research problems and present findings. High level of attention to detail. Ability to identify, investigate, analyze, and resolve complex customer service issues. Strong organizational skills with a high level of self-motivation.

Must have demonstrated knowledge and use of appropriate applications including Excel, MS Office, email, fax, multi-line phone systems, and web applications. ERP application knowledge is preferred. Must be able to manage multiple work assignments under stress.

Must be able to adapt to frequently changing work priorities. Must be able to travel to various Client Health sites (Schedule Notes: 6-month contract length possibility of conversion dependent on availability and performance.

REQUIRED:
High School Diploma, minimum 1 year of experience in a similar role or customer service field, experience and knowledge of Excel and Microsoft Office programs, ability to work independently, customer service skill, strong communication skills. Candidates who have a food service or call center background usually do very well in this position per the manager.