Payroll Support Specialist

Ingenovis Health•Denver, CO

15h•Onsite

About The Position

The Payroll Support Specialist representative will support Fastaff, Trustaff, USN, Springboard within the Ingenovis family of brands with payroll questions from Healthcare Providers (HCPs) and internal staff via phone calls, emails, and FreshDesk tickets. This role serves as the initial point of contact for external field staff (HCP) phone calls and emails across multiple brands, with the ability to create and submit FreshDesk tickets for resolution. The representative will also be the first point of contact for HCP-related issues from internal business partners such as Recruiters and Admins.

Requirements

High School Diploma required.
At least one (1) year of experience with Phone Customer Service and/or at least one (1) year of 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.
One (1) year of 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 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.

Responsibilities

Support Travelers On Assignment (TOA) across major brands (Trustaff, Fastaff, USN, Springboard) as the first point of contact for payroll-related questions, concerns, and inquiries.
Manage incoming communication through DialPad phone lines and multiple Outlook inboxes.
Triage issues and document them in FreshDesk, utilizing Canned Response Issue Summary templates and attaching pertinent documents.
Explain concepts and processes related to proactive estimate payments, true-up payments for Strike and Final Day Pay (FDP) in layman's terms to HCPs.
Assist with tax document and/or direct deposit setup, review, and verification as needed.
Provide onboard training as needed, especially for additional temporary Payroll Customer Service representatives to support Job Actions (strikes).
Understand 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 accurate and timely data collection for reconciliation, troubleshooting, and corrective training.
Develop internal working relationships across the business to drive growth, engagement, and results.
Understand tax setup requirements, especially local tax jurisdictions, within ADP WFN.
Work extensive hours during an active Job Actions (strikes) to support document distribution, collection, input, verification, support phone lines, ticket research and resolution.
Assist other teams during non-strike times as needed.
Collaborate with cross-functional teammates, leaders, and stakeholders to strategically implement solutions to optimize operations for key partners and vendors.
Perform additional duties as requested by management.