Training & Support Specialist (Finance Training & Support)
About The Position
NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. For the fourth consecutive year, Vizient Inc. ranked NYU Langone No. 1 for quality care in the nation and U.S. News & World Report recently placed 12 of its clinical specialties among the top 10 in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health. For more information, go to NYU Langone Health [http://nyulangone.org/], and interact with us on LinkedIn [https://www.linkedin.com/company/nyulangonehealth/?viewAsMember=true], Glassdoor [https://www.glassdoor.com/Reviews/NYU-Langone-Health-Reviews-E121521.htm], Indeed [https://www.indeed.com/cmp/Nyu-Langone-Health/reviews], Facebook [http://facebook.com/NYULangone], X [http://x.com/nyulangone], YouTube [http://www.youtube.com/user/nyulmc] and Instagram [http://instagram.com/nyulangone]. Position Summary: We have an exciting opportunity to join our team as a Training & Support Specialist (Finance Training & Support). In this role, the successful candidate primary functions of the Training & Support Specialist are to provide excellent customer service, analysis and train as it relates to the Kronos system. Additionally, review business processes related to Finance Training & Support in order to gain a complete understanding of the current procedures, identify improvements, document current and updated processes while working with the team to maintain and improve customer service and training provided to the end users. The Specialist will also plan, produce and/or administer training programs within the Finance Division of NYU Langone Health, with focus on developing a partnership between Finance and the NYULH community in order to improve customer relations and service.
Requirements
- Bachelor's Degree plus 2 years of experience in timekeeping and/or payroll, or equivalent combination of education and experience.
- Experience in the Microsoft office suite is a must.
- The Specialist should exhibit sound knowledge of the institution.
- Must have strong communication skills and should proactively monitor customer satisfaction and the quality of the services provided.
- Qualified candidates must be able to effectively communicate with all levels of the organization.
Nice To Haves
- Strong telephone etiquette.
- Ability to work independently.
- Ability to maintain confidentiality.
- Previous customer service experience.
- Demonstrate analytical ability, technical and quality orientation in problem resolution and servicing.
- Excellent communication/negotiation skills, both oral and written, since position requires contact with all levels of customer and internal personnel.
- Must be able to manage customer base in organized, proactive and independent manner to meet all requires timeframes and commitments.
Responsibilities
- Performs other duties as assigned.
- Identify problematic areas of business processes, conduct necessary data analyses, and provide alternatives and recommendations for changes when and where necessary.
- Ability to quickly onboard to institutional projects related to system implementations, enhancements, and/or changes.
- Identify training and/or documentation opportunities by evaluating root cause of support cases.
- Asses training program effectiveness to ensure continuous improvement of training materials and/or courses.
- Specialization in Kronos. This specialization includes the ability to hold trainings on the system for internal employees.
- Demonstrates creative thinking when seeking alternative solutions to process challenges and issues. Respects and maintains confidentiality of all information within NYULH.
- Efficiently organizes and manages tasks/projects. Assists in fostering a partnership between departments and its customers to improve relations, service and process. Communicates clearly and concisely with customers in a professional and timely manner.
- Participates in evaluation and redesign, as necessary, of internal processes.
- Assist in the monitoring, updating and enforcing policies and procedures.
- Provides a willingness to take direction from the Supervisor. Promote staff development, mentoring and coaching to other Specialists through motivation, support and providing an atmosphere of integrity and trust.
- Log all inbound phone calls and correspondence to Salesforce for proper handling and resolution.
- Provide highest level of customer service to all customers. Support is provided one on one, over the phone or via Salesforce and must maintain the highest degree of confidentiality.
- Accurately and thoroughly document all appropriate communications pertaining to employee inquiries and resolution in the case management system (Salesforce).
- Resolve all customer issues in a professional, qualitative and responsive manner (evidenced by overall customer satisfaction and performance metrics).
- Analyze, research, and resolve inquiries related to Kronos. This includes the ability to understand, interpret, and explain.
Benefits
- financial security benefits
- a generous time-off program
- employee resources groups for peer support
- holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
