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Operations Support Specialist

Company: Mass General Brigham(PHS)
Location: Somerville
Posted on: September 12, 2020

Job Description:

About Us

As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

Were focused on a people-first culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.

Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk, and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
GENERAL OVERVIEW

Partners HealthCare Supply Chain, a department within Partners Finance, is committed to managing a progressive supply chain continuum. Driven by accountability, ethics, and fiduciary responsibility, we support the Partners mission through operational Excellence.
Supporting a $3.5 billion Supply Chain, the incumbent will be the first point of contact to customers regarding the Procure to Pay process for 14 Institutions, including Massachusetts General Hospital and Brigham and Womens.

PRINCIPAL DUTIES AND RESPONSIBILITIES
High Volume Call Center responsible for responding to incoming calls from employees and vendors

Processes a variety of routine and complex financial and non-financial transactions while meeting or exceeding team standards for productivity and quality

Maintains proper documentation of telephone calls.

Ability to work independently with minimal supervisory intervention.

Responds accurately to inquiries/complaints by dissemination of information through telephone, written correspondence and in person, thus ensuring customer satisfaction.

Resolves problems in a timely manner, assuring departments dedication to quality.

Compiles and analyzes customer complaint inquiries, researches and updates verbal and written responses for all customer inquiries and complaints.

Generates computer and manual data to identify/correct root causes of problems.

Keeps current on trends and issues and recommends appropriate action to key management.

Acts as a consultant to management by analyzing data and interpreting results in oral and written presentations.

Develops and maintains up to date information by inputting information into the computer system and updating manuals and files for efficient handling of responses.

Identifies and initiates productivity, efficiency and cost savings measures to management.

Additional duties as assigned by department management.

Is a model of Service Excellence to demonstrate appropriate and professional behavior. Ensures proper communication and collaboration within the department, across the PHS network, and with external customers, in keeping with the PHS Finance Service Excellence Guiding Principles.

QUALIFICATIONS
This position requires a Bachelor Degree or equivalent work experience and training.

SKILLS, ABILITIES AND COMPETENCIES

Must be able to present clear, concise oral and written reports to upper management. Incumbent must possess a working knowledge of PHS or demonstrate an ability to develop it rapidly.

Requires experience and knowledge in a strong customer support environment.
Ability to quickly learn new systems (PeopleSoft ERP, CISCO VIOP and ServiceNow)
Proven analytical skills are required.
Negotiation skills desired
Excellent follow-up skills and attention to details
Must have very strong Microsoft Office (Word, Excel, PowerPoint) and SharePoint skills
Knowledge of P2P tools - end user functionality
In depth knowledge of purchase to pay processes
Proficiency: ERP/P2P systems SAP/Oracle

Partners HealthCare is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

Keywords: Mass General Brigham(PHS), Somerville , Operations Support Specialist, Other , Somerville, Massachusetts

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