Payroll Customer Service

Ingenovis Health•Denver, CO

21d•$18 - $22

About The Position

SUMMARY The Payroll Customer Service representative will support Fastaff, Trustaff, USN, Springboard within the Ingenovis family of brands with payroll questions from Healthcare Providers (HCPs) and internal staff with phone calls, emails and FreshDesk tickets. The Payroll Customer Service representative will be the initial point of contact for external field staff (HCP) phone calls and emails across multiple brands with the ability to succinctly and clearly create and submit a FreshDesk ticket to the appropriate team for follow-up and resolution. The Payroll Customer Service representative will also serve as the initial point of contact for HCP-related issues from internal business partners such as Recruiters, Admins and others. RESPONSIBILITIES General understanding of the Ingenovis family of brands, the overall business model, understanding of the nuances of differentiation in the policies across those brands. Support Travelers On Assignment (TOA) across the major brands, currently Trustaff, Fastaff, USN (with Springboard and Healthcare Support added later) as the first point of contact for payroll-related questions, concerns, inquiries. Managing incoming communication through DialPad phone lines and multiple Outlook inboxes. Triaging of issues and documenting them in the appropriate instance of FreshDesk. Utilizing Canned Response Issue Summary templates and attaching pertinent documents gathered from shared network drives to ensure accurate routing and faster resolution times. Strong understanding of the travel nursing business model, worker pay requirements and familiarity with the standard Assignment Agreement Letter (AAL) and Strike Agreement Letter (SAL), full comprehension of proactive estimate payments followed by true-up payments for Strike and Final Day Pay (FDP) and the ability to explain the concepts and process in layman’s terms to the HCP. May be asked to assist with tax document and/or direct deposit setup, review and verification. May be asked to provide onboard training as needed, especially for additional temporary Payroll Customer Service representatives to support Job Actions (strikes). Understanding and knowledge of Bullhorn, ADP Workforce Now, and basic understanding of QuickBase and Findd with ancillary understanding of Workday for financial flow; SmartSheet, TextUs, DocuSign, Insights (Commerce Bank), eRecruit. Coordinate with all Ingenovis Payroll teams, Accounting, Finance, HR, Compensation, Benefits and Compliance for the accurate timely collection of data for reconciliation, troubleshooting, and corrective training. Develops internal working relationships across the business to drive growth, engagement, and results. Understanding of tax setup requirements, especially local tax jurisdictions, within ADP WFN. Ability to work extensive hours during an active Job Actions (strikes) to help support document distribution, collection, input, verification and support phone lines, ticket research and resolution; and the ability to assist other teams during non-strike times as needed. Collaborates with cross-functional teammates, leaders, and stakeholders to strategically implement solutions to optimize our operations for our key partners and vendors. Works across all companies: Fastaff, USN, Trustaff, Springboard and other brands as needed. Performs additional duties as requested by management.

Requirements

The minimum education required for this position is a High School Diploma.
Associates Degree or Bachelors Degree in accounting or business preferred.
The minimum level of experience required for this position is at least one (1) year experience with Phone Customer Service and/or at least one (1) year experience in supporting Payroll operations.
Working knowledge and experience working within Workday, ADP WorkforceNow, ADP Wage Payments and associated systems such as SmartCompliance.
Experience with DocuSign, ADP WorkforceNow, Bullhorn.
Knowledgeable of payroll related practices including taxes and withholding.
Solid understanding of Ingenovis corporate structure and associated setup, integrations and partnerships.
Fundamental Payroll Certification (FPC) preferred.
One (1) year experience in a healthcare and/or staffing environment or related experience preferred.
Excellent communication skills, both written and verbal.
Ability to effectively summarize concerns or issues raised, requesting resolution-oriented research, providing baseline documentation (e.g., pay stubs, timesheets) to facilitate the research, following a basic template of information to collect and convey, set realistic and achievable follow-up deadlines.
Proven track record of forming strong internal relationships.
Computer literate with knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
Good at following instructions and working independently while collaborating well within the Customer Service team and with the broader Payroll Shared Services team.
Excellent communication (written and verbal), organizational, and time management skills are necessary.
Must have high level of interpersonal skills to handle sensitive and confidential situations.
Ability to maintain a calm and professional demeanor during high stress situations.
Should be able to stay calm under pressure, actively listen and express empathy without escalating a situation.
Ideal candidate will demonstrate a positive attitude, speak with clarity and strong diction, maintain professionalism under challenging circumstances and provide wrap-up summary to the caller with next steps and follow-up.
Effective prioritization & multi-tasking skills and the ability to work in fast-paced environment with the objective of meeting company performance expectations.
A disposition to function in a team environment and to maintain confidentiality.
Ability to use tact, discretion, and independent judgment to analyze and resolve work problems.
Displays a strong sense of urgency with the ability to self-motivate and remain flexible.

Nice To Haves

Associates Degree or Bachelors Degree in accounting or business preferred.
Fundamental Payroll Certification (FPC) preferred.
One (1) year experience in a healthcare and/or staffing environment or related experience preferred.

Responsibilities

General understanding of the Ingenovis family of brands, the overall business model, understanding of the nuances of differentiation in the policies across those brands.
Support Travelers On Assignment (TOA) across the major brands, currently Trustaff, Fastaff, USN (with Springboard and Healthcare Support added later) as the first point of contact for payroll-related questions, concerns, inquiries.
Managing incoming communication through DialPad phone lines and multiple Outlook inboxes.
Triaging of issues and documenting them in the appropriate instance of FreshDesk.
Utilizing Canned Response Issue Summary templates and attaching pertinent documents gathered from shared network drives to ensure accurate routing and faster resolution times.
Strong understanding of the travel nursing business model, worker pay requirements and familiarity with the standard Assignment Agreement Letter (AAL) and Strike Agreement Letter (SAL), full comprehension of proactive estimate payments followed by true-up payments for Strike and Final Day Pay (FDP) and the ability to explain the concepts and process in layman’s terms to the HCP.
May be asked to assist with tax document and/or direct deposit setup, review and verification.
May be asked to provide onboard training as needed, especially for additional temporary Payroll Customer Service representatives to support Job Actions (strikes).
Understanding and knowledge of Bullhorn, ADP Workforce Now, and basic understanding of QuickBase and Findd with ancillary understanding of Workday for financial flow; SmartSheet, TextUs, DocuSign, Insights (Commerce Bank), eRecruit.
Coordinate with all Ingenovis Payroll teams, Accounting, Finance, HR, Compensation, Benefits and Compliance for the accurate timely collection of data for reconciliation, troubleshooting, and corrective training.
Develops internal working relationships across the business to drive growth, engagement, and results.
Understanding of tax setup requirements, especially local tax jurisdictions, within ADP WFN.
Ability to work extensive hours during an active Job Actions (strikes) to help support document distribution, collection, input, verification and support phone lines, ticket research and resolution; and the ability to assist other teams during non-strike times as needed.
Collaborates with cross-functional teammates, leaders, and stakeholders to strategically implement solutions to optimize our operations for our key partners and vendors.
Works across all companies: Fastaff, USN, Trustaff, Springboard and other brands as needed.
Performs additional duties as requested by management.