Resolution Support Specialist

Mass General Brigham•Somerville, MA

2d•$20 - $28•Remote

About The Position

Mass General Brigham Supply Chain, a department within Mass General Brigham Finance, is committed to managing a progressive supply chain continuum. Driven by accountability, ethics, and fiduciary responsibility, we support the Mass General Brigham's mission through operational Excellence. Supporting a $3.5 billion Supply Chain, the incumbent will be the first point of contact for customers regarding the Procure to Pay process for 14 Institutions, including Massachusetts General Hospital and Brigham and Women's.

Requirements

Requires excellent organizational skills.
Requires excellent verbal, written, and communication skills.
Requires the ability to work independently, take initiative and prioritize tasks.
Able to work as a team member.
Knowledge of basic computer systems (ex: Microsoft Outlook, Microsoft Office) and preferably PHS applications (ex: Workday, GHX).

Nice To Haves

Bachelor's Degree Related Field of Study preferred
1+ years of experience in purchasing, operations, accounts payable, information systems, and/or customer service support-related work preferred

Responsibilities

Ability to review and follow instructions in resolving 90-120 match exceptions items daily per department standard operating procedures.
Provide a solution-driven mentality in resolving invoice in match exceptions assigned via queue and as escalated to resolve escalated inquiries.
Utilize the ServiceNow ticketing system to track, report, and respond to Match Exceptions inquiries.
Ability to handle incoming calls and perform outbound calls with suppliers and employees as needed to support the transactional operations and questions on the procure-to-pay process.
Identify and provide feedback on trends, patterns of recurring issues to Corporate Manager or their designee.
Run frequent department-provided queries to ensure resolution of invoice queries to determine orders with missing confirmations and subsequently queries to identify which exceptions need to be resolved.
Other duties as requested by the Manager of Purchasing and/or designee.
Ensures proper communication and customer service throughout the department.
Acts as a model to department staff to demonstrate appropriate and professional manner for dealing with all customers.
Respects and maintains the confidentiality of all patients, physicians, and hospital-related information.
Cooperates and communicates in an effective, professional manner with supervisor, management, peers, general staff, physicians, and other personnel.
Encourages open communication and verbalization of opinions among staff in an attempt to identify and resolve problems.