IMCS Group · 17 hours ago
P2P Customer Service Agent
Detroit, MI
Full-time
Onsite
Entry, Mid Level
2+ years expIMCS Group 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 operations. The role involves answering customer inquiries, resolving issues, and providing guidance on eProcurement processes while maintaining a commitment to superior customer service.
Staffing & Recruiting
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
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
Must be able to adapt to frequently changing work priorities
Must be able to travel to the various Henry Ford Health sites (<5%)
Must be able to work overtime when deemed necessary by management
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
IMCS Group
IMCS Group is an IT, Healthcare, and Professional Staffing Company that helps Enterprises optimize the business value of their Staffing investments and enables them to achieve world-class business performance.
201-500 employees
H1B Sponsorship
IMCS Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (16)
2023 (33)
2022 (32)
2021 (47)
2020 (82)
Funding
Current Stage
Growth StageLeadership Team
Satish G Kumar
Founder and CEO
Kathleen Thompson
Diretor Client Partnership
Company data provided by crunchbase