Operations Support Specialist
Company: Mass General Brigham(PHS)
Posted on: September 12, 2020
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 &
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
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
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
Generates computer and manual data to identify/correct root causes
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.
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
Ability to quickly learn new systems (PeopleSoft ERP, CISCO VIOP
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
Keywords: Mass General Brigham(PHS), Somerville , Operations Support Specialist, Other , Somerville, Massachusetts
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