MetaSense Inc · 13 hours ago
P2P Customer Service Agent
Detroit, MI
Full-time
Onsite
Entry Level
2+ years expMetaSense Inc is seeking a P2P Customer Service Agent to support a high volume of inbound customer calls and emails for Henry Ford Health’s Procurement to Payment (P2P) operations. The role involves answering customer inquiries, resolving issues, and providing guidance on eProcurement processes to ensure superior customer service results.
Human Resources
Responsibilities
Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P2P operations
All incoming calls must follow the 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's issue
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 the prescribed processes of P2P
Facilitates triaging of incoming requests to P2P Operations staff if unable to resolve within prescribed timeframe
Identifies, researches, analyzes, and resolves complex customer complaints
Maintains a working knowledge of Henry Ford Health P2P and Supply Chain Management Operations
Consults with management to proactively resolve customer problems
Identifies discrepancies and recommends resolutions regarding P2P operations which impact customers
Committed to continued professional development
Qualification
Required
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 health care industry, or an equivalent combination of education and experience
Call Center experience preferred
Two years experience in healthcare Procurement or Accounts Payable is desired
Knowledge of medical supply and commodity terminology is preferred
Excellent communication skills, verbal and written
Strong problem solving skills with 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: Excel, MS Office, Email, Fax, multi-line phone system and use of the web applications
Must be able to manage multiple work assignments under stress
Minimum High School Diploma
Preferred
Call Center experience preferred
Two years experience in healthcare Procurement or Accounts Payable is desired
Knowledge of medical supply and commodity terminology is preferred
ERP application knowledge is preferred
Company
MetaSense Inc
ONE OF THE FASTEST GROWING HEALTHCARE PLACEMENT TEAMS IN THE COUNTRY MetaSense, Inc.™ is a service-driven, Inc 5000 award-winning talent & technology company located in West Berlin, NJ, with offices in West Berlin, NJ and Philadelphia, PA.
Founded in 1999Voorhees, New Jersey, US
51-200 employeesFunding
Current Stage
Growth StageLeadership Team
John Hunter
Chief Operating Officer
Company data provided by crunchbase