Join arenaflex, a leading national medical group, in delivering high-quality care to patients when and where they need it most. As a Senior Specialist Shared Services- Clinical Payroll Customer Services, you will play a critical role in providing support for moderate to complex clinical pay-related inquiries, helping to resolve concerns and issues regarding payroll programs and policies via telephone, email, case management, and chat. If you are a customer service professional with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a clinician-led organization that is changing the face of healthcare by delivering high-quality care that puts the patient first. Our core values drive continual advancement and ingenuity across the enterprise:
* **Be Curious**: Embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback.
* **Instill Trust**: Have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other.
* **Pursue Extraordinary**: Challenge the status quo, champion change, innovate and constantly aim higher.
* **Care Deeply**: Serve patients, partners, communities, and each other with empathy, compassion, and respect.
* **Embrace Teamwork**: Work cross-functionally, break down walls, develop others, be inclusive and unite to improve patient health.
* **Inspire Joy**: Seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging.
**Responsibilities**
As a Senior Specialist Shared Services- Clinical Payroll Customer Services, you will be responsible for:
* Providing 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.
* Utilizing a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform tasks accurately and efficiently.
* Acquiring and maintaining working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes.
* Researching and performing reviews of compensation or related topics and comparing contract language and arenaflex policy.
* Pulling 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.
* Preparing and performing 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.
* Creating and providing clear and concise summaries for clinicians and other stakeholders.
* Providing outbound phone support when needed for complex issues requiring additional clarification or education.
* Ensuring duplicative tickets are completely reconciled and alerts varying requesters accordingly.
* Assessing 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.
* Partnering with other departments to obtain supplemental information, if available.
* Understanding adjacent service teams' support structure and promptly escalating uncommon or complex inquiries to the appropriate contacts.
* Documenting resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
* Following internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
* Maintaining relationships with Clinical Compensation and Payroll's Center of Excellence teams to maintain knowledge transfer on processes and other relevant topics.
* Identifying and partnering with the Service Excellence team on opportunities to enhance and expand documentation.
* Participating in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
* Other duties as assigned.
**Qualifications**
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:
* **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**
**Education/Experience**
* **High School Degree or GED required**
* **2 years customer service, administrative, and/or healthcare experience required**
**Computer Skills**
To perform this job successfully, an individual should have knowledge of:
* **Microsoft Office Suite**
* **Systems and technology that support Oracle and Service Now**
**Benefits**
arenaflex offers a highly competitive salary and a comprehensive benefits package, including:
* **Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs**
* **Paid Time Off (PTO)**
* **9 observed holidays and paid family leave**
* **Opportunities for career growth and professional development**
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of all employees. We believe in fostering a culture of teamwork, innovation, and continuous learning, where employees can grow and thrive in their careers.
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees, regardless of their background, culture, or identity.
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