Accounts Payable Customer Service Center Specialist

Company DescriptionThe University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.Job DescriptionThis position is remote with required on-site training and quarterly in office attendance for meetings.General SummaryThis position is responsible for receiving and resolving employee, manager & vendor inquiries through a telephone call center, providing information related to the status of invoices and payments for all UMMS sites for which FSS Accounts Payable provides support.Principal Responsibilities and TasksThe following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Uses procedures, policy manuals, the Kayako customer service portal, HEMM, HEFM, Meditech, OnDemand AP, Scan-One, and other reference materials to assist in answering customer (employee/manager/ vendors) inquiries and resolving issues.


• Communicates Accounts Payable objectives, policies, procedures, and government regulations.


• Assists callers by completing simple Accounts Payable related transactions, including but not limited to entering invoices and reconciling statements.


• Documents the matter in the Kayako customer service portal, providing ticket information to the caller. Forwards customer inquiries to Tier 2 Research & Resolution Specialists and/or Procurement partners and Customer Service Supervisor or Manager when specific, in-depth functional knowledge is required.


• Recognizes unusual events or consistent problem areas and works with Supervisor to resolve.


• . Works as a team member focusing on customer service excellence.


• . Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies.


• Assists with the implementation of programs, policies, and services provided by the company by acting as the customer's first line of contact.


• Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.


• Performs other related duties as assigned.

• High School Diploma or GED required.


• Three (3) years Accounts Payable experience required.


• One (1) year of experience in a call-center, or customer service related employment required.


• Customer Service Experience Certification preferred, required within two months of hire.


• Accounts Payable Specialist Certification preferred, required within six months of hire.


• Additional experience related to Supply Chain and/or Procurement preferred.

• In-depth technical and administrative knowledge of work area and function


• Recognized as a resource within function for problem solving capabilities


• Strong communication skills at all levels - including written and oral


• Strong computer skills, specifically related to navigating within UMMS financial systems including Cisco Call Center, HEMM, HEFM, OnDemand AP, Scan-One, Meditech and others as needed.


• Strong customer service skills are paramount


• Strong process skills (process-oriented)


• Ability to manage detailed work within constant deadlines and time constraints


• Ability to maintain confidential information


• Ability to work well independently and be part of a team environment

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