Mercy Health
As a faith-based and patient-focused organization, Mercy Health exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Mercy Health seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.
Bon Secours
As a faith-based and patient-focused organization, Bon Secours exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.
Customer Service Representative
Job Summary:
The Customer Service Representative (CSR) is responsible for providing an excellent and consistent level of customer service with the goal of providing high quality, efficient and cost-effective service to the Bon Secours Mercy Health Hospitals internal and external customers. The Customer Service Representative is the first point of contact for answering all incoming calls for the SPS department in a timely manner, and efficiently determining a customer's needs and providing that assistance. It is our job to understand every department's role and function so that all other calls can be routed appropriately. The CSR will process orders using the following methods: Expediting Overnight orders, 2nd day Shipments, Hot Shots request, Will Call orders, tracking PO requests forwarded to the Bon Secours Mercy Health Purchasing Mailbox and correcting/adjusting PO's in Workday that are received from vendor calls which prevents invoices discrepancies. All calls are documented by using the Ticketing System. The individual will insure the application of legal, ethical and sound business practices through the establishment and adherence to policy and procedure
Essential Functions:
- Understands and maintains Supply Chain and Procurement goals, objectives, policies and procedures.
- Receives phone calls, e-mails and correspondence from the customer and assumes accountability for responding to questions, resolving issues or referring issues to appropriate Shared Service Procurement staff.
- Documents customer information, purpose of contact, and subsequent actions into the ticket tracking system. Resolves customer issues via phone, voice mail, e-mail and other means within established performance standards for the Call Center Customer Service process. Monitors real-time reporting and tickets to ensure timely customer service.
- Adheres to work schedules and maintains personal availability to handle customer contacts within established standards. Maintains compliance to Call Center Customer Service policy and procedure. Provides input for revisions based on operational experience.
- Receives and confirm purchase order acknowledgments from vendors to ensure orders are processed correctly. Researches the nature of discrepancies related to purchase orders and invoices, determining responsible parties and necessary actions for resolution. Expedites Orders. Works with suppliers and buyers to address and resolve backorder incidents, ensuring minimal disruption to procurement processes.
- Monitors and ensures that individual actions meet performance standards and metrics (e.g. service level agreement) for Call Center Customer Service staff and operations.
- Responsible for utilization of the Materials Management Information System (MMIS - Lawson) to ensure capabilities are being optimized and related policies, procedures and processes are being adhered to. Documents appropriate comments in the Materials Management Information System (Workday) when problem solving for a specific purchase order.
- Maintains an in-depth knowledge of the MMIS (e.g. Procurement Module, Requisition Self Service) to assist customers.
- Assists customer with utilizing the Requisition Self Service tool. Utilizes appropriate tools (e.g. Workday, hard-copy and on-line knowledge assets, interactions with Procurement staff, vendors) to provide reliable data and information in a timely manner.
- Performs data entry, as required, with a high degree of accuracy and speed. Seeks formal and informal feedback from manager, peers and customers to monitor perception of service provided. Ensures data integrity.
- Provides ideas and feedback to leadership.
- Provides an environment of open communication with all colleagues. Engenders trust and accountability with colleagues. Develops and maintains professional working relationships; utilizes networking and teambuilding skills to accomplish goals and meet customer and team needs.
- Participates in organizational teams and projects that contribute to continuous improvement of process, systems, quality, customer service and financial outcomes.
- Ensures legal, ethical, and financial parameters are being adhered to. Seeks direction when appropriate.
- This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their manager, subject to reasonable accommodation.
Education:
- High school degree (required)
- Associates degree (preferred)
Experience:
- 2 years of experience in hospital procurement (preferred)
- Call center / Customer Service-related experience (preferred)
- Experience in healthcare supply chain (preferred)
Skills & Abilities:
- Strong problem-solving skills.
- Ability to work effectively in a large, multi-level, geographically dispersed organization.
- Proven prioritization and coordination skills, as well as high level of initiative.
- Proficient Microsoft Office Skills Outlook, Word, Excel.
- Ability to effectively communicate information in writing.
- Ability to effectively communicate information verbally and respond to questions from customers.
- Ability to structure and prioritize work to achieve specific deliverables in a fast-paced environment with tight deadlines and competing priorities
- Proficient in Microsoft Office Skills Word, Excel, PowerPoint
- Ability to prepare written communication, including reports, presentations, business correspondence, and policy/procedure
- Ability to effectively present and verbally communicate information to both small and large audiences, including responding to questions
- Strong people skills, including the ability to communicate effectively with diverse constituencies and deliver high quality written and verbal presentations. Astute interpersonal, public relations, and negotiating skills. Excellent interpersonal skills and a dedicated listener
- Champion change and innovation, including the ability to stimulate creativity and innovation within the team. Open to new ideas. Supports team members who initiate change and take risks, while staying aligned to company objectives
- An individual of the highest personal and professional integrity, principle and knowledge, earning respect and support when making difficult decisions and choices. Able to establish immediate credibility with peers, senior leadership, medical staff, and the Board.
Training:
- Strong skills in Microsoft Office, Database, BI Tools, and ERP systems, specifically Supply Chain modules (required).
- Supply Chain information systems, preferably Workday (preferred)
- Experience with Call Center tools including but not limited to CISCO Phone System, Microsoft Word, Microsoft Excel, Hyland OnBase and ticket logging systems (preferred)
Work Setup:
- Full-time role
- 3 months onsite training
- Hybrid work set-up thereafter
