Experience Inc. Jobs

Company :

Highmark Health

Job Description :

JOB SUMMARY

This job requires strong customer service capabilities and ability to work with procurement systems and requisition-to-pay processes to ensure customers across the organization receive a consistent high-level of service and help with their questions, concerns and requests (i.e., Pcard guidance, requisition approval status, purchase orders and invoice processing support). Provides help desk support for internal business clients and external suppliers in accordance to published procurement policies and procedures. Converts approved standard requisitions to purchase orders for delivery of goods and services. Requires interactions with management and teams to improve customer service response times and ensure queries are addressed and resolved in a timely manner; this includes: monitoring and reporting the productivity of help desk work queues and resolution cycle times, periodically surveying customer experiences for improvement opportunities; and liaising with the Procure-to-Pay Process Improvement position on enhancing user experiences with the procurement systems.

ESSENTIAL RESPONSIBILITIES

• Perform daily processing of purchase requisitions and orders for category-related goods and services on regional and local levels.

• Ensure the goods and services that are requisitioned within their responsibility are supported with appropriate background information and ordered from the contractual supplier under the appropriate contract and applicable terms and conditions.

• Manage and facilitate requisition workflow to ensure respective approvals are applied and policies are followed prior to converting to purchase orders and transmitting to suppliers.

• Provide high quality customer service in communicating purchase order status and acknowledgments to the internal business clients (requestor and/or receiver of goods and services) and addressing purchasing related questions and problems (i.e., order changes, cancellations, expediting, returns, etc.).

• Administer help desk call or online questions on a day to day basis and serve as the first point of contact for all incoming procurement and invoice processing related queries from internal business clients across the organization.

• Provide superior customer service and transactional support for resolving requisition to pay processing issues, policy and compliance related guidance, and handling of other complaints.

• Responsible for capturing and recording complex questions and complaints and escalate to management for resolution when necessary as well as keeping the customer abreast until their initial question is addressed and resolved.

• Ensure timely and accurate information is provided to business customers according to operational standards and protocols.

• Interface with procurement teams and management and periodically survey and review business clients’ feedback to ensure the help desk is meeting goals/objectives and responsibilities.

• Identify opportunities to streamline the help desk process and lead improvement initiatives to keep the customer service function moving toward a best in class environment.

• Liaison with the Procure to Pay Process Improvement position, Finance Business Analysts and Accounts Payable on enhancing user experience with the procurement systems.

• Other duties as assigned.

EDUCATION

Required

• Associate's Degree - Supply Chain Management, Business Administration/Management, Accounting, Finance, Economics, Mathematics, Marketing, or Industrial Engineering

Substitutions

• 3 years of experience in a procurement role

Preferred

• Bachelor's Degree Supply Chain Management, Business Administration/Management, Accounting, or Finance

EXPERIENCE

Required

• None

Preferred

• Customer service experience

• Knowledge of key operational and current best practices (i.e. Account Payable)

SKILLS

• Effective influencing skills that can be used to build partnerships with internal resources and Highmark Health supply base

• Analytical thinking and problem solving

• Ability to have expert knowledge of operational policies and procedures

• Strong understanding of process and systems

• Self-confident with an ability to accept and respond to challenges in a positive manner

• Manages change, ambiguity, complexity and drives for results

• Strong and effective verbal and written communication skills

LICENSES OR CERTIFICATIONS

Required

• None

Preferred

• None

Language (Other than English)

None

Travel Required

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches/trains others regularly

Rarely

Travel regularly from the office to various work sites or from site-to-site

Never

Works primarily out-of-the-office selling products/services (sales employees)

Never

Physical work site required

No

Lifting: up to 10 pounds

Occasionally

Lifting: 10 to 25 pounds

Rarely

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$22.71

Pay Range Maximum:

$35.18

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

Req ID: J253848