Accounting Intake Specialist

Carilion Services•Roanoke, VA

2d•Onsite

About The Position

The Specialist is responsible for executing assigned tasks using available tools, systems and materials. The Specialist concentrates their efforts on specific functional tasks within shared services as well as cross-trains to understand other functional areas. The Specialist is responsible for resolving all assigned intake cases and working to resolve them through combination of customer service and problem solving. Promotes Carilion Clinics Culture of Excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve and anticipation of patient/customer needs. Resolve all assigned cases within the case management tool by problem solving, researching and interacting with customers and others. Adhere to service level agreements (SLAs) when resolving all cases. Develop specialization within one functional area of shared services. Execute assigned operational tasks based on functional area of responsibility by using available tools, systems and materials. Review and understand impact of work on stated shared services key performance indicators (KPIs). Use the knowledgebase to respond to customer inquiries and work to maintain existing knowledgebase content as well as suggest new content when appropriate. Demonstrate customer service capabilities when interacting with customers, shared services staff and internal stakeholders. Collaborate within shared services as well as with external customers and stakeholders (as needed) to improve customer service and effectiveness of shared services. Identify customer service and process improvement ideas and work with Team Lead and Manager to understand viability of changes. Communication – Frequent contact with external vendors, employees, corporate and affiliate departments and affiliate management, as well as service center staff. Working conditions – Normal office environment. PTO may be restricted during audit period or around regulatory deadlines (i.e.; 1099 due dates, W-2 due dates and payroll weeks). Major challenges and complexities – Accommodates frequent, non-negotiable deadlines. Frequently juggles multiple priorities. Must maintain customer service approach while maintaining the interests of the organization as a whole

Requirements

High school education with Business curriculum helpful
2 years' experience, service center experience preferred

Responsibilities

Executing assigned tasks using available tools, systems and materials
Concentrates their efforts on specific functional tasks within shared services as well as cross-trains to understand other functional areas
Responsible for resolving all assigned intake cases and working to resolve them through combination of customer service and problem solving
Promotes Carilion Clinics Culture of Excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve and anticipation of patient/customer needs
Resolve all assigned cases within the case management tool by problem solving, researching and interacting with customers and others
Adhere to service level agreements (SLAs) when resolving all cases
Develop specialization within one functional area of shared services
Execute assigned operational tasks based on functional area of responsibility by using available tools, systems and materials
Review and understand impact of work on stated shared services key performance indicators (KPIs)
Use the knowledgebase to respond to customer inquiries and work to maintain existing knowledgebase content as well as suggest new content when appropriate
Demonstrate customer service capabilities when interacting with customers, shared services staff and internal stakeholders
Collaborate within shared services as well as with external customers and stakeholders (as needed) to improve customer service and effectiveness of shared services
Identify customer service and process improvement ideas and work with Team Lead and Manager to understand viability of changes