Senior Customer Service Representative-AHN

Company :

Job Description : 

GENERAL OVERVIEW: 

Handles customer inquiries by telephone and/or email and/or in person from supply chain team members. Customers can be both internal or external to AHN.   Ensures that responses to inquiries are completed timely and according to established service and quality standards.

ESSENTIAL RESPONSIBILITIES:

• Resolves customer inquiries and complaints via written, telephonic, or face-to-face communication in a timely and accurate manner.  Inquiries could be any of the following: paper requisition entry into the MMIS, requisition status, order confirmation review and documentation, assist accounts payable in supplier issues
• Recall review and communications to all effected product users
• Review daily reports provided by SCIT to identify potential problems in an effort to be pro-active rather than re-active
• Elevates issues to next level of supervision, as appropriate.
• Other duties as assigned or requested.

QUALIFICATIONS:

Minimum​

• High School Diploma or GED required for all levels
• 1-2 years experience in a supply chain or accounts payable role for an Associate
• 3-5 years experience for Customer Service
• 5 or more years experience for a Senior Customer Service representative
• Knowledge of the procure to pay process and impact supply chain has on accounts payable and to the overall budget process

Preferred

• 1-2 years supply chain experience preferably  with healthcare background
• Working knowledge of McKesson, Horizon materials management software system
• Bachelors Degree

SKILLS

• Knowledge of MS Office software applications
• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally. 
• Ability to take direction and to navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast-paced conditions.
• Strong written and verbal communication skills
• Ability to communicate complex information in a simple, customer facing way

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

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

Rarely

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

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

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 job 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:

Pay Range Maximum:

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 any category protected by applicable federal, state, or local law.

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