NYU LANGONE HEALTH is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

POSITION SUMMARY: We have an exciting opportunity to join our team as a Financial Help Desk Liaison. In this role, the successful candidate is responsible for the timely and accurate inbound receipt, documentation, classification, management and escalation or resolution of all issues presented to the Finance Help Desk from its customer base. This includes both employees and vendors (suppliers) of the NYUL Health System. These issues can be received in a variety of mediums including face to face, phone, voicemail, email, self service, fax and other. Additionally, Customer Service Representatives are responsible for providing information and education to customers that encourage adherence to NYULH policies and processes and are responsible to share insight into areas of potential improvement when themes or consistent issues are identified. Customer Service Representatives are expected to maintain the highest level of confidentiality while ensuring the best possible customer experience possible at all times.

JOB RESPONSIBILITIES:

• Resolve all customer issues - leveraging templates and knowledge documents wherever possible - in a professional, qualitative and responsive manner
• Communicates clearly and concisely with customers in a professional and timely manner.
• Accurately and thoroughly document all appropriate communications pertaining to employee and vendor inquiries and resolution in the case management system.
• Provide highest level of customer service to all internal and external customers. This can be provided one on one, over the phone or via email and must maintain the highest degree of confidentiality.
• Transcribe voicemails and assign categorization to self service, email or other unassigned cases for routing and proper handling and resolution.
• Properly escalate all incidents that cannot be addressed within the FHD to appropriate subject matter experts (SMEs) and calling special attention when needed to high severity payroll and credit hold situations.
• Provide upon request check copies or payment documentation to payees by accessing appropriate banking or financial systems and sharing that information in a secure fashion with the requestor.
• Promote team environment through positive attitude, support and coaching to other help desk agents when needed and by encouraging an atmosphere of integrity and trust.
• Through communication and education, encourage adherence to organizational policies and procedures. Provide input and feedback on internal processes that can be improved upon as trends or themes of recurring issues are identified
• Fosters a partnership between the Finance Help Desk and its customers - internally and externally to improve customer relations, service and processes. This includes not only the employees and vendors that are served by the Finance Help Desk, but also the colleagues within and across Finance that the Finance Help Desk serves as a central point of contact for.
• Demonstrates creative thinking when seeking alternative solutions to process challenges and issues.
• Efficiently organizes and manages tasks/projects
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS: To qualify you must have a - Associates Degree (ideally in Finance or related field of study) or minimum of 2 years of call center, customer service or similar experience

• Proficient in spoken and written English
• Strong verbal skills; especially telephone etiquette and negotiation capabilities
• Ability to work independently
• Ability to maintain confidentiality
• Demonstrate analytical and technical ability and an orientation towards problem resolution and servicing

PREFERRED QUALIFICATIONS: Bi-lingual in Spanish is desirable

Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.

Required Skills Required Experience