Specialist Shared Services - Payroll Customer Service

Envision Physician Services - Nashville, TN

Full-time - Entry Level

Remote - Nashville, TN

Ambulatory Health Care Services

About the position

The Specialist Shared Services - Payroll Customer Services role involves providing support for moderate to complex payroll and payroll tax-related inquiries. This position requires collaboration with various departments to resolve issues and enhance service delivery efficiency. The role is essential in ensuring accurate payroll processing and improving customer service through effective communication and problem-solving skills.

Responsibilities

• Provides timely and accurate resolution of moderately 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.
• 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, providing feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
• Partners with other departments to obtain supplemental information, if available.
• Understands adjacent service teams' support structure to escalate uncommon or complex inquiries to the appropriate contacts.
• Documents resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
• Ensures clear understanding of end-to-end payroll processes for smooth handoff between groups.
• Follows internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
• Maintains relationships with the Payroll Center of Excellence team to maintain knowledge transfer on processes and other relevant topics.
• Identifies 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

• High School Diploma or GED required; Associate degree preferred.
• Customer service and payroll experience required.
• Written, oral, presentation, facilitation, and interpersonal communication skills.
• Demonstrates attention to detail.
• Strong collaboration and teamwork skills; communicates and works well in a team environment.
• Able to handle multiple tasks and effectively prioritize workload daily.
• Demonstrates initiative and a personal commitment to producing quality work.
• Knowledge of Microsoft Office Suite.
• Familiarity with systems and technology that support Oracle and Service Now.

Benefits

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