Senior Specialist Shared Services- Clinical Payroll Customer Services

Envision Physician Services - Nashville, TN

Full-time - Mid Level

Remote - Nashville, TN

Ambulatory Health Care Services

About the position

The Senior Specialist Shared Services- Clinical Payroll Customer Services will provide support for moderate to complex clinical pay-related inquiries. This position may help resolve concerns and issues regarding payroll programs and policies via telephone, email, case management, and chat. You will work closely across departments to resolve escalated issues and will work closely with other functions to ensure continual innovation and streamlining of service delivery. This role is essential in maintaining the integrity of payroll processes and ensuring that all inquiries are handled efficiently and effectively. In this position, you will utilize a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform your tasks accurately and efficiently. You will acquire and maintain a working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes. Your responsibilities will include researching and performing reviews of compensation or related topics, comparing contract language with Envision policy, and pulling pay-related data from multiple systems to identify gaps in pay or incorrect entries. You will prepare and perform initial reviews of inquiries to identify errors and necessary solutions, reviewing pay elements such as withholding, benefits deductions, and additional compensation elements. Clear and concise communication will be key, as you will create summaries for clinicians and other stakeholders, provide outbound phone support for complex issues, and ensure that duplicative tickets are reconciled. You will also assess escalated inquiries to determine if they could have been resolved at Tier 1 and provide feedback to help improve the handling of similar cases in the future. Additionally, you will partner with other departments to obtain supplemental information, document resolutions to uncommon queries, and participate in process improvement initiatives aimed at addressing root causes of recurring issues. This role requires a commitment to quality work and a proactive approach to problem-solving, making it a vital part of the Envision Healthcare team.

Responsibilities

• Provide timely and accurate resolution of clinical compensation and moderate to complex pay-related tickets that require research beyond existing guidelines, articles, process maps and other relevant resources.
• Utilizes a comprehensive knowledge base, including articles, process maps, job aids and other relevant resources, to perform their tasks accurately and efficiently.
• Acquires and maintains working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes.
• Researches and performs reviews of compensation or related topics and compares contract language and Envision policy.
• Pulls pay related data from multiple systems to determine gaps in pay or where compensation was not correctly entered to relay to the appropriate parties; may submit missing hours for payroll processing.
• Prepares and performs initial review from questions to identify errors and necessary solutions; reviewing pay elements, including withholding, benefits deductions, additional compensation elements - RVUs, stipends, shift pay, etc.
• Creates and provides clear and concise summaries for clinicians and other stakeholders.
• Provides outbound phone support when needed for complex issues requiring additional clarification or education.
• Ensures duplicative tickets are completely reconciled and alerts varying requesters accordingly.
• Assesses escalated inquiries to determine if they could have been resolved at Tier 1; provide feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
• Partner with other departments to obtain supplemental information, if available.
• Understand adjacent service teams' support structure and promptly escalate uncommon or complex inquiries to the appropriate contacts.
• Document resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
• Follows internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
• Maintains relationships with Clinical Compensation and Payroll's Center of Excellence teams to maintain knowledge transfer on processes and other relevant topics.
• Identifies and partners with the Service Excellence team on opportunities to enhance and expand documentation.
• Participates in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
• Other duties as assigned.

Requirements

• Excellent written, oral, presentation, facilitation, and interpersonal communication skills
• Ability to multitask and prioritize workloads
• Strong problem solving, critical thinking, organizational and time management skills
• Strong collaboration and teamwork skills; Communicates and works well in a team environment
• Demonstrates initiative and a personal commitment to producing quality work
• Ability to identify trends and related information
• High School Degree or GED required
• 2 years customer service, administrative and/or healthcare experience required
• Knowledge of Microsoft Office Suite
• Familiarity with systems and technology that support Oracle and Service Now

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Healthcare FSA
• Dependent Care FSA
• Limited Healthcare FSA
• FSAs for Transportation and Parking
• HSAs
• Paid Time Off
• 9 observed holidays
• Paid family leave
• Accrue Paid Time Off (PTO) each pay period, earning a minimum of 20 days and up to 25 days per calendar year.