Payroll Support Specialist

Ingenovis Health•Cincinnati, OH

1d•$18 - $22•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 in Phone Customer Service and/or at least one (1) year of experience supporting Payroll operations.
Working knowledge and experience with Workday, ADP WorkforceNow, ADP Wage Payments, and associated systems like SmartCompliance.
Experience with DocuSign and Bullhorn.
Knowledgeable of payroll-related practices, including taxes and withholding.
Fundamental understanding of Ingenovis corporate structure, setup, integrations, and partnerships.
Excellent communication skills, both written and verbal.
Ability to effectively summarize concerns, request resolution-oriented research, provide baseline documentation, follow templates, and set realistic follow-up deadlines.
Proven track record of forming strong internal relationships.
Computer literate with knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to follow instructions and work independently while collaborating within the Customer Service team and the broader Payroll Shared Services team.
Excellent organizational and time management skills.
High level of interpersonal skills to handle sensitive and confidential situations.
Ability to maintain a calm and professional demeanor during high-stress situations.
Ability to stay calm under pressure, actively listen, and express empathy without escalating a situation.
Demonstrate a positive attitude, speak with clarity and strong diction, maintain professionalism under challenging circumstances, and provide wrap-up summaries with next steps.
Effective prioritization and multi-tasking skills.
Ability to work in a fast-paced environment to meet company performance expectations.
Disposition to function in a team environment and maintain confidentiality.
Ability to use tact, discretion, and independent judgment to analyze and resolve work problems.
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 of experience in a healthcare and/or staffing environment or related experience preferred.

Responsibilities

Provide support for multiple Ingenovis brands (Trustaff, Fastaff, USN, Springboard, etc.) by addressing payroll-related questions, concerns, and inquiries from healthcare providers (HCPs) as the first point of contact.
Manage incoming communications through phone lines and multiple Outlook inboxes.
Triage issues and document them in FreshDesk, utilizing canned response templates and attaching relevant documents for accurate routing and faster resolution.
Explain concepts and processes related to travel nursing payroll, including proactive estimate payments, true-up payments, and Final Day Pay (FDP) in layman's terms to HCPs.
Assist with tax document and direct deposit setup, review, and verification as needed.
Provide onboard training, especially for temporary Payroll Customer Service representatives supporting Job Actions (strikes).
Understand and utilize various systems including Bullhorn, ADP Workforce Now, QuickBase, Findd, Workday, SmartSheet, TextUs, DocuSign, Insights (Commerce Bank), and eRecruit.
Coordinate with Ingenovis Payroll teams, Accounting, Finance, HR, Compensation, Benefits, and Compliance for data collection, reconciliation, troubleshooting, and corrective training.
Develop internal working relationships to drive growth, engagement, and results.
Understand tax setup requirements, particularly local tax jurisdictions, within ADP Workforce Now.
Work extensive hours during active Job Actions (strikes) to support document distribution, collection, input, verification, phone lines, ticket research, and resolution.
Assist other teams during non-strike times as needed.
Collaborate with cross-functional teammates, leaders, and stakeholders to implement solutions and optimize operations.
Perform additional duties as requested by management.