Senior Specialist Shared Services- Clinical Payroll Customer Services

Join arenaflex, a leading national medical group, in delivering high-quality care to patients when and where they need it most. As a Senior Specialist Shared Services- Clinical Payroll Customer Services, you will play a critical role in providing support for moderate to complex clinical pay-related inquiries, helping to resolve concerns and issues regarding payroll programs and policies via telephone, email, case management, and chat. If you are a customer service professional with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a clinician-led organization that is changing the face of healthcare by delivering high-quality care that puts the patient first. Our core values drive continual advancement and ingenuity across the enterprise:

• Be Curious: Embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback.
• Instill Trust: Have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other.
• Pursue Extraordinary: Challenge the status quo, champion change, innovate and constantly aim higher.
• Care Deeply: Serve patients, partners, communities, and each other with empathy, compassion, and respect.
• Embrace Teamwork: Work cross-functionally, break down walls, develop others, be inclusive and unite to improve patient health.
• Inspire Joy: Seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging.

Responsibilities

As a Senior Specialist Shared Services- Clinical Payroll Customer Services, you will be responsible for:

• Providing timely and accurate resolution of clinical compensation and moderate to complex pay-related tickets that require research beyond existing guidelines, articles, process maps, and other relevant resources.
• Utilizing a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform tasks accurately and efficiently.
• Acquiring and maintaining working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes.
• Researching and performing reviews of compensation or related topics and comparing contract language and arenaflex policy.
• Pulling pay-related data from multiple systems to determine gaps in pay or where compensation was not correctly entered to relay to the appropriate parties; may submit missing hours for payroll processing.
• Preparing and performing initial review from questions to identify errors and necessary solutions; reviewing pay elements, including withholding, benefits deductions, additional compensation elements - RVUs, stipends, shift pay, etc.
• Creating and providing clear and concise summaries for clinicians and other stakeholders.
• Providing outbound phone support when needed for complex issues requiring additional clarification or education.
• Ensuring duplicative tickets are completely reconciled and alerts varying requesters accordingly.
• Assessing escalated inquiries to determine if they could have been resolved at Tier 1; provide feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
• Partnering with other departments to obtain supplemental information, if available.
• Understanding adjacent service teams' support structure and promptly escalating uncommon or complex inquiries to the appropriate contacts.
• Documenting resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
• Following internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
• Maintaining relationships with Clinical Compensation and Payroll's Center of Excellence teams to maintain knowledge transfer on processes and other relevant topics.
• Identifying and partnering with the Service Excellence team on opportunities to enhance and expand documentation.
• Participating in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

• Excellent written, oral, presentation, facilitation, and interpersonal communication skills

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Ability to multitask and prioritize workloads

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Strong problem-solving, critical thinking, organizational, and time management skills

* Strong collaboration and teamwork skills; Communicates and works well in a team environment *

Demonstrates initiative and a personal commitment to producing quality work

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Ability to identify trends and related information

Education/Experience

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High School Degree or GED required

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2 years customer service, administrative, and/or healthcare experience required

Computer Skills

To perform this job successfully, an individual should have knowledge of:

Microsoft Office Suite

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Systems and technology that support Oracle and Service Now

Benefits

arenaflex offers a highly competitive salary and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs

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Paid Time Off (PTO)

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9 observed holidays and paid family leave

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Opportunities for career growth and professional development

Work Environment and Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of all employees. We believe in fostering a culture of teamwork, innovation, and continuous learning, where employees can grow and thrive in their careers.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees, regardless of their background, culture, or identity. Apply for this job